Hawaii Administrative Rules
Title 6 - DEPARTMENT OF BUDGET AND FINANCE
Division - PUBLIC UTILITIES COMMISSION
Chapter 80 - COMPETITION IN TELECOMMUNICATIONS SERVICES
Subchapter 9 - CUSTOMER RIGHTS AND PRIVACY
Section 6-80-114 - Customer's entitlement to information

Universal Citation: HI Admin Rules 6-80-114

Current through August, 2024

Every customer is entitled to basic information about a telecommunications carrier's service. Upon request for service, a telecommunications carrier shall provide the following information to the customer:

(1) The availability of facilities to provide the requested service at the location where the customer desires service;

(2) The carrier's lowest-priced alternative available at the customer's location to meet the customer's needs;

(3) The availability for inspection by the customer of the carrier's rate schedules and rules relating to the carrier's service, as filed with the commission, and the customer's right to obtain at reproduction cost a copy of any tariff and service rule;

(4) The circumstances under which the carrier may require a deposit or additional deposit; how a deposit is calculated; the interest paid on deposits; and the time frame and requirement for the return of the deposit to the customer;

(5) The hours, addresses, and telephone numbers of carrier offices where bills may be paid and information may be obtained;

(6) The toll free number that the customer may use for repair service or billing inquiries;

(7) The time allowed to pay outstanding bills;

(8) How billing disputes may be resolved;

(9) Alternative payment plans offered by the carrier, such as automatic bill payment;

(10) Available grievance procedures and the right of the customer to file a complaint with the commission regarding any matter concerning the carrier's rates or service;

(11) Grounds for suspension of service;

(12) The steps the carrier must take before it may terminate service;

(13) That service cannot be discontinued for nonpayment of a disputed amount under investigation by the carrier;

(14) That basic residential service may not be discontinued for non-payment of interisland, interstate, or international service, flexibly priced services, fully or partially competitive services, or any telecommunications service offered by a third party, subject to the right of the carrier to refuse to provide interisland service, flexibly priced services, or fully or partially competitive services based on the nonpayment for any of these services, even if the debt is to another carrier;

(15) The right of the customer to change carriers and the procedures for changing carriers;

(16) The steps necessary to be taken to have service reconnected after involuntary suspension; and

(17) Information on Caller ID and its related services, including information on:

(A) How caller ID may be blocked on a per call or per line basis; and

(B) The telephone number to dial for verification that the customer's request for per line blocking has been effectuated.

Disclaimer: These regulations may not be the most recent version. Hawaii may have more current or accurate information. We make no warranties or guarantees about the accuracy, completeness, or adequacy of the information contained on this site or the information linked to on the state site. Please check official sources.
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