7.04.480 Customer Service Guide

(a) All Communications Service Providers, whether providing retail or wholesale services, must have an initial Customer Service Guide approved by the Commission prior to the initiation of service.

(b) After an initial Customer Service Guide has been approved by the Commission as part of the CPCN application process, a Communications Service Provider is required to file a Customer Service Guide with the Commission annually on or before January 31. This filing shall include a list of all services offered, a description of such services, the rate of sale for each service, and whatever additional information the Commission may require. A Communications Service Provider is required, upon request, to provide a copy of the Customer Service Guide or other listing of terms and conditions to any Person.

(c) The Customer Service Guide should contain information on the following topics to the extent that they apply to the company's operations:25

(1) Service offerings, including a description and rate of each non-basic service.

(2) How to make billing and service inquiries, including:

(A) Service numbers; and

(B) Where to address unresolved complaints, such as at the Commission or Saint Regis Mohawk Tribal Council.

(3) Customer rights and responsibilities, including:

(A) Customers will only be billed and the provider shall only seek billing and payment for service rendered;

(B) In which situations a provider will require deposits;

(D) All billing due dates;

(E) A description of all late payment charges;

(F) Whether the provider accepts partial payments and the process for making such payments;

(G) Whether the provider will charge a fee for dishonored checks. This fee may not exceed $20.00.

(4) Provider's limitations on liability.

(5) A list and description of all surcharges.

(6) Whether provider offers alternative payment arrangements, including:

(A) Special payment arrangements;

(B) Deferred payment plans; or

(7) Process through which provider initiates service suspension or termination for non-payment of charges and the process to restore service and applicable charges.

(8) Under which circumstances provider will terminate service for cause other than non-payment.

(9) Allowances (credits) offered by provider for interruptions in service.

(10) Protection tips against telephone abuse and fraud.

(11) Consumer protection tips, including:

(A) How to address "Slamming" and "Cramming"; and

(B) Tips in the event of a power outage.

(12) Provider's repair policies.

(13) Critical facilities administration.

(14) Services offered for customers with disabilities, including:

(A) Discounted service for hearing or speech impaired customers;

(B) How to qualify; and

(15) How customers may manage their telephone privacy, including:

(A) Privacy principles; and

(B) Blocking Caller ID.

(16) Non-local directory listing.