Arizona Administrative Code
Title 14 - PUBLIC SERVICE CORPORATIONS; CORPORATIONS AND ASSOCIATIONS; SECURITIES REGULATION
Chapter 2 - CORPORATION COMMISSION - FIXED UTILITIES
Article 19 - CONSUMER PROTECTIONS FOR UNAUTHORIZED CARRIER CHANGES
Section R14-2-1910 - Informal Complaint Process

Universal Citation: AZ Admin Code R 14-2-1910

Current through Register Vol. 30, No. 38, September 20, 2024

A. A Subscriber may file an informal complaint within 90 days of receiving notice of an Unauthorized Charge, or, thereafter, upon a showing of good cause. The complaint shall be submitted to the Commission Staff in writing, telephonically, or via electronic transmission, and shall include:

1. Complainant's name, address, telephone number;

2. The names of the Telecommunications Companies involved;

3. The approximate date of the alleged Unauthorized Change;

4. A statement of facts, including documentation, to support the complainant's allegation;

5. The amount of any disputed charges, including any amount already paid; and

6. The specific relief sought.

B. Commission Staff shall:

1. Assist the parties in resolving the informal complaint;

2. Notify the Executing Telecommunications Company, original Telecommunications Company, and alleged Unauthorized Carrier of the alleged Unauthorized Change;

3. Require the alleged Unauthorized Carrier to provide an initial response within five business days of receipt of notice from the Commission;

4. Require the alleged Unauthorized Carrier to provide documentation of the Subscriber's authorization. If such information is not provided to Staff within 10 business days of the initial Staff notification, Staff shall presume that an Unauthorized Change occurred;

5. Advise the Telecommunications Company that it shall provide Staff with any additional information requested by Staff within 10 business days of Staff's request; and

6. Inform the Telecommunications Company that failure to provide the requested information or a good faith response to Commission Staff within 15 business days shall be deemed an admission to the allegations contained within the request and the Telecommunications Company shall be deemed in violation of the applicable provisions of this Article.

C. If the parties do not resolve the matter, the Staff will conduct a review of the informal complaint and related materials to determine if an Unauthorized Change has occurred, which review shall be completed within 30 days of the Staff's receipt of the informal complaint.

D. Upon conclusion its review, Staff shall render a written summary of its findings and recommendation to all parties. Staff's written summary is not binding on any party. Any party shall have the right to file a formal complaint with the Commission under A.R.S. § 40-246. Staff's written summary shall not be admissible in the formal complaint proceeding.

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