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Media Contact: 
Will Wiquist, (202) 418-0509
will.wiquist@fcc.gov
For Immediate Release
INCONTACT TO PAY $100,000 FINE TO SETTLE 
RURAL CALL COMPLETION INVESTIGATION
--
WASHINGTON, May 9, 2016 – inContact, Inc., a Utah-based provider of long-distance and other 
services, will pay a $100,000 civil penalty to resolve a Federal Communications Commission 
investigation into whether the company failed to complete long distance telephone calls to a 
consumer in rural Minnesota. 
On at least three occasions in 2014 and 2015, the consumer complained to the FCC about 
problems receiving work calls. The consumer reported lost income as a result of the lost calls, 
and the problem was so persistent that the consumer feared job loss. 
  
“Consumers in rural areas – like consumers everywhere – depend on reliable phone service for 
their personal lives, work communications, and their safety,” said Enforcement Bureau Chief 
Travis LeBlanc. “A failed call anywhere is a potential threat everywhere. The FCC will make 
sure that phone companies are held accountable when calls don’t make it to rural homes and 
offices.”
The FCC’s Enforcement Bureau conducted the investigation of inContact. The Bureau found that 
over a period of many months in 2015, inContact failed to ensure that its calls were reliably 
delivered to the consumer.  Moreover, inContact initially was uncooperative when the Bureau 
investigated the consumer’s complaints.  inContact will pay a civil penalty of $100,000 and will 
implement a compliance plan in which it commits to promptly investigate and resolve consumer 
complaints.
Long distance providers are generally prohibited from blocking, choking, reducing, or restricting 
traffic in any way.  Under Section 201 of the Communications Act, it is an unjust and 
unreasonable practice for a carrier that knows or should know that it is providing degraded service 
to certain areas to fail to correct the problem.
Today’s settlement, which is the fifth resolution of a rural call completion investigation and the 
first arising out of an informal consumer complaint, is part of the Commission’s ongoing efforts 
to address rural call completion problems.    
Today’s Consent Decree with inContact can be found 
here: https://apps.fcc.gov/edocs/attachmatch/DA-16-466A1.docx
Prior rural call completion settlements include:
https://www.fcc.gov/document/verizon-will-pay-5m-settle-rural-call-completion-investigation
http://www.fcc.gov/document/matrix-telecom-pay-875k-resolve-rural-call-investigation
http://www.fcc.gov/document/windstream-pays-25m-resolve-rural-call-completion-investigation
http://www.fcc.gov/document/fcc-and-level-3-settle-complex-rural-call-completion-investigation
For more information about the FCC’s efforts with respect to rural call completion: 
http://www.fcc.gov/encyclopedia/problems-long-distance-or-wireless-calling-rural-areas
###
Office of Media Relations: (202) 418-0500
TTY: (888) 835-5322
Twitter: @FCC
http://www.fcc.gov/office-media-relations
This is an unofficial announcement of Commission action.  Release of the full text of a Commission order constitutes 
official action.  See MCI v. FCC, 515 F.2d 385 (D.C. Cir. 1974).