Michigan Administrative Code
Department - Licensing and Regulatory Affairs
Public Service Commission
Basic Local Exchange Service Customer Migration
Part 2 - TRANSFER OF END USER BY PROVIDERS
Section R. 484.86 - Exchanging customer service information
Universal Citation: MI Admin Code R. 484.86
Current through Vol. 24-16, September 15, 2024
Rule 6.
(1) Unless otherwise agreed to by the providers involved, all of the following shall be the responsibility of the local service providers in any migration of an end user's local service.
(a) The new local
service provider may request and receive the customer service record
information, which may include a request for circuit identification with
associated telephone number from the old local service provider as part of the
customer service record or firm order confirmation.
(b) To the extent resale and local wholesale
arrangement information is available via current pre-order functionality in the
underlying network service provider's operational support systems and is made
available under current local business practice, it shall be made available to
all new local service providers upon request and acknowledgement of end user
permission. Underlying network service provider customer service record
information might not reflect all end user services subscribed and received
from the old local service provider.
(c) Customer service record requests shall
only be submitted after proper authorization from the end user to review the
end user's account and only with the intent to obtain information to facilitate
the migration of local service.
(d)
A customer service request or local service request shall not be used by a
local service provider to trigger retention activity. The new local service
provider shall not be required to share a copy of the end user's authorization
with the old local service provider prior to receipt of the records, but shall
retain records for a reasonable period of time to resolve issues about proper
use of operational support systems or to assist in the resolution of a claim of
unauthorized transfer, should one arise.
(e) All responses to customer service record
requests shall be provided promptly, without unreasonable delay, and consistent
with federal law.
(f) The deadline
for submitting service requests shall be posted on a provider's
website.
(g) Upon receiving a local
service request, the receiving provider shall issue either a confirmation or
rejection of an electronic request within the time required by federal
law.
(h) A provider may require a
customer service record request to include some or all of the following:
(i) Billed assigned telephone
number.
(ii) Acknowledgement of end
user consent to review the customer service record or customer service
information.
(iii) End user
name.
(iv) Contact information
detailing to whom, how, and where to respond with the customer service record
or customer service information.
(v) A telephone number and person to contact
for questions about the customer service record or customer service information
request.
(vi) The name of the
company requesting the customer service record or customer service information.
(vii) The date and time the
request was sent.
(viii) Indication
whether circuit identification with associated telephone number is requested
for loop reuse.
(ix) Indication
whether directory information is requested.
(i) The old local service provider shall
provide to the new local service provider all of the following information in
addition to the fields required by federal law when applicable:
(i) Account level information including the
following:
(A) Billing telephone number.
(B) Complete customer billing name
and address.
(C) Directory listing
information, including address and listing type, to the extent that it is
maintained by the old local service provider.
(D) Complete service address including floor,
suite, unit, or similar designation.
(E) Type of service.
(ii) Line level information shall include all
services and features associated with the service provider, including the
following:
(A) Assigned telephone number,
which identifies all telephone numbers that are billed on the account.
(B) Current primary interexchange
carrier selections including freeze status.
(C) Local freeze status, if offered.
(D) All vertical features such as
custom calling features identified in a manner so that the new local service
provider can understand to which products and services the end user currently
subscribes.
(E) Other service
options, such as lifeline, 900 blocking, toll blocking, remote call forwarding,
and off premises extensions, if applicable.
(F) Service configuration
information.
(G) Identification of
the local service or underlying network service provider when different from
the provider providing the response.
(H) Identification of any data services on
the migrating end user's line or any other services such as alarm services that
utilize the unbundled loop.
(I)
Circuit identification with associated telephone number, provided with the
customer service record, when requested and the unbundled loop is not being
used for other services.
(J)
Indication as to whether any circuit identifications are not reusable and
therefore not provided.
(K) Type of
service.
(j) If
requested, the old local service provider shall provide the network
information, including loop circuit identification (when the unbundled loop is
available for reuse) and associated telephone number, with the customer service
record or firm order confirmation. When service components such as loop and
directory services are currently being provided to the end user by an entity
other than the local service provider or the underlying network service
provider the customer service record shall also include identification of those
components and the associated service provider.
(k) The transmission of customer service
records and customer service information requests and information shall be
through electronic facsimile, electronic mail, electronic data interchange,
graphical user interface, or any other means negotiated between the 2
providers. The transmission of customer service records and customer service
information requests shall not be by voice telephone call. All providers shall,
at a minimum, allow transmission of customer service record requests by
facsimile.
Disclaimer: These regulations may not be the most recent version. Michigan 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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