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# File a consumer complaint
Review our
 before filing your complaint.
## Privacy Statement
Complaints submitted to our office are considered to be public documents and are available for inspection by the public and the media. View the
 for further information.
Please do not submit documents that contain your date of birth, social security number, bank account numbers, health information, Driver's License number, passport number, or other personal identifying information or personal health information, without first redacting such sensitive information.
By filing your complaint, you acknowledge that you have reviewed this privacy statement and that you have redacted any sensitive data.
## Submit your supporting documents
Supporting documents are vital to an effective investigation. Please make sure you submit supporting documents to our office in one of these ways.
Please include your case number with all submissions.
### By email
1. Scan or take photos of your supporting documents.
2. Email your documents to us.
   (Envíe los comprobantes)
   * Send to this email address:
     [OCP.CALMS@
     montgomerycountymd.gov
   * Use this subject line format:
     DOCUMENTS - Case No. ADD YOUR CASE NUMBER
### By fax
1. Scan your supporting documents
2. Fax your documents to 240-777-3768
### By mail
1. Make a copy of your documents.
   * Do not send original documents. We will not be responsible for originals.
2. Mail your document copies to:
   Office of Consumer Protection
   100 Maryland Avenue, Ste. 3600
   Rockville, MD 20850
## Our investigation process
Upon receiving a written complaint
*and* necessary documentation, an OCP investigator will be assigned to your case.
If the case is of the type the OCP is authorized to handle, the investigator will contact the business, by forwarding a copy of the filed complaint, and attempt to negotiate a resolution.
The consumer will be kept informed of the progress of the case and participate in negotiating a settlement, if applicable.
Cases are also reviewed for a pattern of deceptive business practices and OCP may take legal action to correct these practices (if appropriate).
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[County Executive
Ike Leggett
# Help
# How to File a Complaint
> When our cable was disconnected by [a construction team], it was only after calling the Montgomery County Cable Office that we were "connected" to the appropriate personnel to correct the problem
>
> Andrea, Silver Spring, MD
To file a complaint, please call 311 between the hours of 7 am and 7 pm and ask to file a cable complaint. Complaints can also to be filed electronically using our  via 311. if you have pictures to share of your submitted 311 complaint, please e-mail to . Be sure to include your name, service address and daytime contact phone number so that we may follow-up with you.
### Our Approach
Montgomery County offers assistance resolving cable and Internet service issues with franchised providers Comcast, RCN and Verizon. Subscribers should first contact the cable or broadband provider to resolve; if the issue is not resolved by the provider, the County will escalate the complaint and work to obtain the relief available under local or federal law. Complaints regarding damage from cable provider construction to yards, damage to outside cable equipment, and other construction issues can be reported directly to the Office of Community Technology without having to first contact the cable provider. If the subscriber's direct effort with the vendor, nor the Office of Community Technology's assistance yields a satisfactory solution, the issue may be escalated to the attention of the .
### Types of Complaint Services
The County has authority to enforce the customer service provision agreed to Comcast, RCN and Verizon in their franchise agreement with the County. The County also has authority to enforce the cable and broadband compliance provisions of the County Code. Under State law, the Maryland Public Service Commission has authority to address landline telephone issues. In addition, the Office of Consumer Protection can assist with mobile telephone billing issues. The Federal Communications Commission will also accept complaints regarding program content, accessibility, “slamming,” “cramming,” and do not call violation complaints. Consumers can contact the Office of Community Technology to help determine which agency can provide the best assistance.
##### Billing and Credit Complaints
Cable subscribers are entitled fair and accurate billing. To assist with resolution of a billing issue or credit request, the following information is necessary:
* Name
* Service Address
* Daytime Contact Phone
* Nature of the billing issue (e.g., fees for service not ordered, failure to receive an offered credit, payment posting issues, end of promotional rates, etc.)
* What action, if any, the cable provider took to resolve the issue.
##### Cable, Internet, and Digital Telephone Service Interruptions
The County can request that the cable provider check its outside wiring into your home and any cable operator supplied equipment to determine if there is a technical problem. The County can in some case also obtain credits for service interruptions. To assist with resolution of a service issue, the following information is necessary:
* What service was affected or interrupted and how long the interruption lasted.
##### Construction Complaints
The County also offers on-site inspections to assist consumers with cable equipment located in yards and throughout neighborhoods. Complaints regarding damage to outside cable equipment, temporary cables, damage to yards from cable and broadband construction can be reported directly to the Office of Community Technology. To assist with resolution of a construction issue, the following information is necessary:
* Address of person filing the complaint
* Address or location of the construction issue
* Description of problem (e.g., unrepaired damage to yard, wires or other construction materials left behind, want to know what company is performing construction in my neighborhood and for what purpose, construction left unfinished for longer than 30 days, such as temporary cables left on ground, damage cable provider equipment, hanging wires, damage to sprinkler systems or electronic animal fences, etc.)
### Limits to the County's Cable & Broadband Compliant Resolution Authority
Regarding cable and broadband complaints, the County has authority to assist subscribers with billing and credits, service quality, service interruption and outages, damage from construction issues. The County has no authority to order the cable providers to carry specific channels, offer a la carte per channel pricing, or reduce the cost of cable or Internet service. The County has limited authority to ensure that the rates for cable equipment and limited basic service (i.e., local broadcast and cable channels) comply with federal rate regulations.
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## Fire Prevention and Code Compliance
Find information about the codes and standards, policies and procedures enforced by DPS' Division of Fire Prevention and Code Enforcement (FM) as well as administrative interpretations, information about pending code adoptions and a list of contractors licensed to perform fire protection systems work in Montgomery County. If you don't find what you're looking for, you are always welcome to contact us directly by using our  or by calling 240.777.0311.
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# Library branches and hours
#### Branch Information
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* Parking information for: , , and 
* All other branches have free parking.
## Branch Map
## Branch List
****
4407 Aspen Hill Road,
Rockville, MD 20853
240-773-9410
**Monday:** 10 am–8 pm
**Tuesday:** 10 am–8 pm
**Wednesday:** 10 am–8 pm
**Thursday:** 10 am–8 pm
**Friday:** 10 am–6 pm
**Saturday:** 10 am–6 pm
**Sunday:** 10 am–6 pm
900 Wayne Avenue,
Silver Spring, MD 20910
240-773-9420
8005 Connecticut Avenue,
Chevy Chase, MD 20815
240-773-9590
7400 Arlington Road,
Bethesda, MD 20814
240-777-0970
9701 Main Street,
Damascus, MD 20872
240-773-9444
**[Closes 2/1/2025 for renovation]**
6400 Democracy Boulevard,
Bethesda, MD 20817
240-777-0922
18330 Montgomery Village Avenue,
Gaithersburg, MD 20879
240-773-9490
19840 Century Boulevard,
Germantown, MD 20874
240-777-0110
4201 Knowles Avenue,
Kensington, MD 20895
240-773-9515
5501 Massachusetts Avenue,
Bethesda, MD 20816
240-773-9520
8800 Garland Avenue,
Silver Spring, MD 20901
240-777-0910
19633 Fisher Avenue,
Poolesville, MD 20837
240-773-9550
**Monday:** 10 am–6 pm
**Tuesday:** 12 pm–8 pm
**Wednesday:** 10 am–6 pm
**Thursday:** 12 pm–8 pm
**Sunday:** CLOSED
14910 Old Columbia Pike,
Burtonsville, MD 20866
240-773-9460
Not open to the public
10237 Carroll Place,
240-773-9570
**Monday:** Closed
**Tuesday:** 9 am–5 pm
**Wednesday:** 1 pm–8 pm
**Thursday:** 9 am–5 pm
**Friday:** Closed
**Saturday:** 9 am–5 pm
**Sunday:** Closed
3500 Olney-Laytonsville Road,
Olney, MD 20832
240-773-9545
10101 Glenolden Drive,
Potomac, MD 20854
240-777-0690
15831 Quince Orchard Road,
Gaithersburg, MD 20878
240-777-0200
21 Maryland Avenue,
Rockville, MD 20850
240-777-0140
202 Meadow Hall Drive,
Rockville, MD 20851
240-777-0240
 **Monday:** 10 am–8 pm
11701 Georgia Ave,
Silver Spring, MD 20902
240-777-0678
11701 New Hampshire Avenue,
Silver Spring, MD 20904
240-773-9555
## Weather and Facility Related Closings
The Montgomery County Public Libraries are open regularly scheduled hours during inclement weather unless general closings are announced for Montgomery County Government offices.
We post information about branch closings for weather or facility issues on our .
Please contact individual branches for specific information about the status of scheduled library programs for the public and for information about the condition of parking lots or sidewalks.
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The Google Translate Tool is displayed dynamically on Montgomery County web pages using a Google javascript function. The function is used to translate County web pages into different languages.
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# Your MCPL Library Card
Your MCPL library card is the key to borrowing materials, downloading e-books, audiobooks, music, using our research databases and online learning tools, and much more.
You are eligible for a free MCPL card — at any age — if you
* live, work, or go to school in Montgomery County; or
* live in Maryland, in the District of Columbia, or in Alexandria, Arlington, Fairfax, Loudoun, or Prince William Counties in Northern Virginia.
## On This Page
## Apply for a Library Card in Person
### **Regular (Full-Service) Library Card**
Apply at  and bring your .
Getting a card for a child under 18? Identification supplied by an accompanying adult is sufficient for a child under 18. Teens ages 13 to 18 may get a library card with photo identification if a parent is not present.
If you wish, you may bring a completed , which is also available in 
## Where Can I Use My Card?
Use your card at all MCPL branches and for our online resources.
**Types of accounts**
* **Regular Accounts**: For individual use of all library collections and services.
* **Household Accounts**: For all members of a household living at the same address to share one library card barcode number. You will have access to each other's borrowing records. All household card applicants must appear in person when applying for the card. As on all other cards, there is a maximum of 100 checked-out items.
* **Nonresident Accounts**: For those who do not meet the residency requirements for a free card. There is a $10.00 non-refundable fee that must be paid at the time of registration and annually thereafter. Initial registration must be in person.
* **Digital Library Card**: As of 5/28/24, you can apply online for a full-service library card, which will allow access to all library collections and services that are available to a Regular account. **PLEASE NOTE:** Digital cards that were issued before 5/28/24 have access to online resources only, but can be converted to Regular accounts by bringing photo ID and proof of address to any MCPL branch.
* **Homebound Accounts**: For users of MCPL's .
* **Educator Accounts**: For daycare providers, home schoolteachers, and preschool and elementary school teachers for classroom use only. You will receive an extended 9-week non-renewable loan. To apply, bring a letter on the school's letterhead indicating your employment or bring the State's letter of approval of your home schooling. You may have both an educator card and a regular card.
* **Business/Institution Accounts**: For businesses or institutions, such as nursing homes, nonprofits, or schools, to be used by employees. To apply, bring a letter on company letterhead authorizing the card for business purposes. The letter should state the name of the person responsible if problems arise. Responsibility for fines lies with the business and not with an individual.
## How Do I Replace A Lost Card?
Bring  to .
**Your library account is private.**
Library accounts are confidential. By law, we can discuss your library account only with you. This applies to all cardholders, adults and children alike.