TELEPHONE COMPANY DISPUTE PROCEDURES
§ 64.141. General rule.
If, at any time before suspension or termination of service, a customer registers a dispute, the LEC shall do the following:
(1) Not issue a suspension or termination notice based on the disputed subject matter.
(2) Investigate the matter using resonable methods which may include telephone contacts and personal contacts with the customer.
(3) In a manner clear to the customer, set aside the disputed charges pending resolution of the dispute and demand payment of undisputed charges only.
(4) Provide the customer with the information necessary to arrive at an informed judgment, including, but not limited to, relevant portions of tariffs and statements of account.
(5) Within 30 days of the registration of the dispute, review findings with the customer in a manner which outlines clearly the results of the investigation and which indicates what action will be necessary for the customer to continue service. The findings shall be summarized in a report as follows, and the LEC shall inform the customer that a copy of the report is available upon request:
(i) If the complainant is not satisfied with the dispute resolution, the LEC report shall be in writing and conform to § 64.142 (relating to contents of the LEC report). In these instances, the written report shall be sent to the complaining party if requested, or if deemed necessary by the LEC. The written report shall also be sent to the Commission upon request.
(ii) If, however, the complaining party is satisfied with the orally conveyed dispute resolution, the written LEC report may be limited to the information required by § 64.142(1) and (2), and, if applicable, § 64.142(7).
(iii) If the complaining party expresses satisfaction but requests a written report, the report shall conform with § 64.142 in its entirety.
Authority The provisions of this § 64.141 amended under the Public Utility Code, 66 Pa.C.S. § § 501, 504—506, 1301 and 1501.
Source The provisions of this § 64.141 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. Immediately preceding text appears at serial page (205967).
Cross References This section cited in 52 Pa. Code § 63.15 (relating to complaint procedures); and 52 Pa. Code § 64.153 (relating to Commission informal complaint procedures).
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