Current through Register Vol. 35, No. 18, September 24, 2024
A. Any charge or change in provider shall be
indicated on the customer's telephone bill in clear and conspicuous language
and easily legible type.
B. Any
person that places or causes a charge to be placed on a customer's telephone
bill, and any person that changes or causes a customer's provider to be changed
shall:
(1) clearly and conspicuously identify
the name of the provider associated with each charge or change of provider on
the telephone bill;
(2) include a
brief, clear and conspicuous description of the product, service, or change in
provider to be placed on the customer's bill, including the amount charged for
each product, service, or change in provider or service (including taxes and
surcharges). The description must be sufficiently clear in presentation and
specific enough in content so that customers can accurately assess that the
services for which they are billed correspond to those that they have requested
and received, and that the costs assessed for those services conform to their
understanding of the price charged;
(3) clearly and conspicuously display on each
bill a toll-free number or numbers by which customers may inquire or dispute
any charge contained on the bill. The toll-free number or numbers shall, at a
minimum, be staffed during normal business hours with personnel able to provide
sufficient information as necessary to respond to and resolve customer
inquiries concerning any charge, service, or change in provider on a customer's
bill, provided that after normal business hours a customer is able to leave a
recorded message on a 24-hour per day basis concerning any inquiry or complaint
regarding unauthorized charges or changes in provider on the customer's
telephone bill. If a customer's call to the toll-free number is recorded after
normal business hours, the provider or its agent staffing the number must call
the customer back by the end of the next business day and keep trying for three
days. If the customer cannot be reached in three days, a letter must be sent to
the customer stating that the contact could not be made and providing the
toll-free number and operating hours when the customer may reach personnel able
to assist the customer with resolving questions or complaints regarding
unauthorized charges or changes in provider. A provider may list a toll-free
number for a billing agent, clearinghouse, or other third party, provided that
such party possesses sufficient information to answer questions concerning the
customer's account and is fully authorized to resolve customer complaints on
the provider's behalf. Each provider must make its business address available
upon request to customers through its toll-free number; and
(4) where charges or changes for two or more
providers appear on the same telephone bill, separate such charges and provide
clear and conspicuous notification of any change in provider, including
notification to the customer that a new provider has begun providing
service.
C. Where a
customer's telephone bill contains charges for local exchange service, in
addition to other charges, the bill must distinguish between charges for which
non-payment will result in disconnection of basic local exchange service, and
charges for which non-payment will not result in such disconnection. The local
exchange carrier or its billing agent must clearly and conspicuously identify
on the customer's telephone bill those charges for which non-payment will not
result in disconnection of basic local exchange service.
D. At least two times per year at regular
intervals, the local exchange company or other billing agent shall deliver to
each customer a bill stuffer or separate mailing which 1) explains procedures
for resolving customer complaints concerning unauthorized charges or changes in
provider on the customer's telephone bill, 2) includes the Commission's
toll-free telephone number where customers can obtain assistance with resolving
disputed charges or changes in provider, and 3) advises the customer of their
right to be absolved of liability for any unauthorized charges or changes in
provider for a period of 90 days.
