Subchapter I. PUBLIC INFORMATION; RECORD MAINTENANCE
Sec.
64.191. Public information.
64.192. Record maintenance.§ 64.191. Public information.
(a) LEC service representatives shall provide applicants who apply for residential telecommunications service in person with a concise, easy-to-understand printed price list showing all available service and equipment options. The price of the least expensive single-party telecommunications service option shall be clearly and conspicuously displayed on the list.
(b) If an applicant applies for service by telephone, the LEC service representative shall:
(1) Explain and give the price of the least expensive type of single-party telecommunications service.
(2) Determine whether the applicant wants information about services for customers with disabilities.
(c) The LEC service representative may complete the remainder of the application in the manner the LEC determines best responds to the applicant’s questions and needs. Applicants shall be informed of the following information during the application process:
(1) The date service will be installed.
(2) Available blocking options, for example, 900, 976, collect call, Caller ID.
(3) Directory listing options.
(d) The LEC service representative shall inform applicants when services discussed are optional and shall include the price with the description of each optional service.
(e) The LEC service representative shall inform each applicant that they will be sent a confirmation letter, which will include:
(1) An itemization of the services ordered.
(2) The price of each service ordered.
(3) Identification of the services that are optional.
(4) Information instructing the applicant that a more thorough explanation and price list of services of interest to residential customers, and instructions on how to obtain the information, may be found in the telephone directory, when applicable.
(f) In addition to the notice requirements set forth in this chapter, each LEC shall prepare a summary of the rights and responsibilities of the LEC and its customers under this chapter. This written information shall be subject to Commission review and approval and shall be reproduced by the LEC, displayed prominently, available at LEC locations open to the general public, printed in each telephone directory, and made available to each new customer and shall be available thereafter only upon request. The written information shall indicate conspicuously that it is being provided in accordance with this chapter and shall contain information including, but not limited to, the following:
(1) Billing procedures.
(2) Methods of customer verification of billing accuracy.
(3) Payment requirements and procedures.
(4) Security deposit and guarantee requirements.
(5) Procedures for suspension, termination and reconnection of service.
(6) Dispute, informal complaint and formal complaint procedures.
(7) Third-party notification procedures.
(8) Telephone numbers and addresses of the LEC and of the nearest Regional Office of the Commission where further inquiries may be made.
(9) Definitions of terms or abbreviations used by the telecommunications company on its bills.
(g) [Reserved].
Authority The provisions of this § 64.191 amended under the Public Utility Code, 66 Pa.C.S. § § 501, 504—506, 1301, 1501 and 3019(b)(2) and (3).
Source The provisions of this § 64.191 adopted November 30, 1984, effective January 1, 1985, 14 Pa.B. 4354; amended July 21, 1995, effective July 22, 1995, 25 Pa.B. 2887; amended July 17, 1998, effective July 18, 1998, 28 Pa.B. 3394; corrected April 21, 2000, effective July 18, 1998, 30 Pa.B. 2028; amended August 12, 2022, effective August 13, 2022, 52 Pa.B. 5049. Immediately preceding text appears at serial pages (266476) to (266477).
Cross References This section cited in 52 Pa. Code § 63.21 (relating to directories).
§ 64.192. Record maintenance.
Each LEC shall preserve all written or recorded disputes and complaints for 4 years from the date of the written or recorded dispute or complaint. It shall also keep the records within this Commonwealth at an office located in the territory served by them, and shall make the records available for examination by the Commission or its staff. Information to be maintained shall include the following:
(1) The payment performance of the disputing and complaining customers.
(2) The number of suspensions, terminations and reconnections for each of the disputing and complaining customers.
(3) Communications to or from the disputing and complaining customers regarding matters which may be broadly construed to fall within the purview of this chapter.
Source The provisions of this § 64.192 adopted November 30, 1984, effective January 1, 1985, 14 Pa.B. 4354; amended July 21, 1995, effective July 22, 1995, 25 Pa.B. 2887. Immediately preceding text appears at serial page (140322).
Cross References This section cited in 52 Pa. Code § 63.15 (relating to complaint procedures); 52 Pa. Code § 63.221 (relating to customer complaint procedures); and 52 Pa. Code § 64.153 (relating to Commission informal complaint proecedures).
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