New Mexico Administrative Code
Title 17 - PUBLIC UTILITIES AND UTILITY SERVICES
Chapter 11 - TELECOMMUNICATIONS
Part 22 - QUALITY OF SERVICE
Section 17.11.22.23 - INDIVIDUAL CUSTOMER CREDITS
Universal Citation: 17 NM Admin Code 17.11.22.23
Current through Register Vol. 35, No. 18, September 24, 2024
A. Out-of-service clearances. A LEC shall automatically make appropriate adjustments to a customer's bill whenever service from the LEC is interrupted and remains out of order for more than eight (8) hours during a continuous twenty-four (24) hour period after the customer reports it or the LEC finds it, whichever occurs first.
(1) The
LEC shall provide a credit on the monthly bill for LEC services that is
proportional to the duration of the service interruption. Each occurrence of a
loss of service for eight (8) hours during a twenty-four (24)-hour time period
shall count as one day and every month shall be considered to have thirty (30)
days.
(2) The LEC shall not be
required to provide an adjustment for loss of service due to:
(a) the negligence or willful act of the
customer;
(b) a malfunction of
facilities other than those under control of the LEC;
(c) force majeure; or
(d) the inability of the LEC to gain access
to the customer's premises when necessary.
B. Held orders. For each customer whose order is held, an ILEC shall:
(1) provide a credit of $45 for each primary
residential line, and a credit of $135 for each primary business line it fails
to install within the time frames set forth in 17.11.22.12 NMAC;
(2) pay the sum of $300 and three (3) times
the installation charge for each primary residential or business line not
installed within seven (7) days of the time frames set forth in 17.11.22.12
NMAC;
(3) waive the service charge
for the first month of service once service is provided; and,
(4) for each customer whose premises is
located where wireless phone service or equivalent service is not available,
provide a credit of two (2) times the basic local exchange service rate for
every month or partial month the customer's order is held.
Disclaimer: These regulations may not be the most recent version. New Mexico 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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