Current through Register Vol. 54, No. 38, September 21, 2024
(a.1)
Customer
service complaints. The Commission's Bureau of Consumer Services shall
process service complaints received from consumers in the following manner:
(1)
Automatic customer
transfer. Upon the receipt of a service-related complaint from a
customer, the Commission's Bureau of Consumer Services may seek to immediately
and contemporaneously transfer the customer to its jurisdictional
telecommunications public utility for resolution to address the inquiry or
service complaint in the following manner:
(i) The transfer will occur with the
customer's explicit consent.
(ii)
The transfer will be made to a live operator or customer service representative
of the jurisdictional telecommunications public utility.
(iii) The jurisdictional telecommunications
public utility shall maintain a dedicated toll-free telephone number for the
automatic customer transfer process.
(iv) In the event that the customer's service
complaint cannot be resolved, it will be referred back to the Commission's
Bureau of Consumer Services for resolution in accordance with the provisions of
subsection (c).
(v) The
Commission's Bureau of Consumer Services and participating public utilities may
establish automated electronic communication links, electronic data interfaces,
or appropriate web page access, for the exchange of information and data in the
automatic customer transfer. These links shall be used only by authorized
Commission and the jurisdictional telecommunications public utility's personnel
shall safeguard the customer's personal data and billing information from
public disclosure.
(2)
Investigations. If the customer declines to participate in
automatic customer transfer resolution process set forth in paragraph (1), the
jurisdictional telecommunications public utility shall make a full and prompt
investigation of the service complaints made to it through the Commission by
its customers. Upon receiving a service complaint from a customer of a utility,
the Commission will transmit a summary of the service complaint to the utility.
If a service complaint is resolved, the utility may terminate the investigation
by submitting or transmitting a copy of the service order which identified the
action taken by the utility to resolve the service complaint. When complaints
are referred to the jurisdictional telecommunications public utility through
the Commission, the utility and the Commission shall work to process and
resolve all complaints.
(b)
Records of complaints. A
jurisdictional telecommunications public utility shall preserve copies of
written or recorded service complaints showing the name and address of the
subscriber or complainant, the date and character of the complaint, the action
taken and the date of final disposition. Records of complaints shall be kept in
accordance with §
64.192 (relating to record
maintenance).
(c)
Commission review. If a customer or applicant expresses
dissatisfaction with the jurisdictional telecommunications public utility's
decision or explanation, the jurisdictional telecommunications public utility
shall inform the customer or applicant of the right to have the problem
considered and reviewed by the Commission and shall provide the name, address
and telephone number of the appropriate Commission Bureau. This subsection
shall be read in conjunction with §
§
64.141-64.181 when applicable to
residential utility service.
The provisions of this §63.15 amended under the
Public Utility Code,
66 Pa.C.S. §
§
501, 504-506,
1301,
1501,
1504,
2901 and
3019(b)(2) and
(3).
The section cited in 52 Pa. Code §
63.21 (relating to
directives).
