Haw. Code R. § 6-80-102 - Billing disputes

(a) When a dispute arises between a customer and a telecommunications carrier regarding any bill, the carrier may require the customer to pay the undisputed portion of the bill. The carrier shall conduct an appropriate investigation of the disputed charge or charges and shall provide a report of the investigation to the customer. Where the dispute is not reconciled, the carrier shall advise the customer that the customer has the right to file a complaint with the commission regarding the dispute.

(b) A customer shall be rebilled under the appropriate tariff schedule when:

(1) The customer was billed under a tariff schedule for which the customer was not eligible; or

(2) The customer was eligible for billing under more than one schedule but was billed under a schedule contrary to the customer's election or if the customer's election was based on erroneous information provided by the carrier.

(c) Nothing in subsection (b) requires the carrier to adjust billings when the carrier has acted in good faith based on the information available.

(d) If a telecommunications carrier underbills as a result of the carrier's omission or negligence and the amount owed by the customer has accumulated over a period of one month and exceeds $25, the carrier shall offer and enter into reasonable arrangements for the payment of the amount owed by the customer. If a carrier overbills a customer, the carrier shall refund the overbilled amount. The carrier may refund the overbilled amount by a credit on future bills; provided that if the refund amount is $25 or more, the carrier shall offer the customer a choice of a cash refund.

(e) A carrier may not consider a customer's bill past due unless it remains unpaid for twenty calendar days after the billing date stated on the bill.

Notes

Haw. Code R. § 6-80-102

[Eff ] (Auth: HRS §§ 269-6, 269-34 to 43) (Imp: HRS §§ 269-34 to 43)