52 Pa. Code § 64.74 - Procedures upon customer contact before suspension
(a) If, at a time after the issuance of the
suspension notice and before the suspension of service, a customer contacts the
LEC concerning the proposed suspension, an authorized LEC employee shall fully
explain, when applicable, the following:
(1)
The reasons for the proposed suspension.
(2) The available methods of avoiding a
suspension including:
(i) Tendering the past
due amount as specified on the suspension notice or otherwise eliminating the
grounds for suspension.
(ii)
Entering a payment agreement.
(iii)
The right of the customer to file a dispute with the telecommunications company
and, thereafter, an informal complaint with the Commission.
(3) The procedures for resolving disputes
relating to charges on the notice and the procedures for filing informal
complaints to request payment terms on the basic service portion of the
account, including the address and the telephone number of the nearest regional
Commission office.
(4) The duty of
the customer to pay a portion of a bill not honestly disputed.
(5) [Reserved].
(6) The medical emergency
procedures.
(7) That upon failure
to timely appeal from or comply with a telecommunications company report, as
defined in §
64.142 (relating to contents of
written summary by the LEC), an informal complaint report, or an order from a
formal complaint-the LEC is not required to give further written notice before
suspension.
(b) The LEC,
through its employees, shall exercise good faith and fair judgment in
attempting to enter into a reasonable payment agreement regarding undisputed
amounts or to otherwise equitably resolve the matter. Factors to be taken into
account when attempting to make a reasonable payment agreement include, but are
not limited to, the size of the unpaid balance, the payment history of the
customer and the length of time over which the bill accumulated. When the
customer breaches a payment agreement for toll or nonbasic service, or both,
the LEC may suspend the toll or nonbasic, or both, service after complying with
§
64.81 (relating to limited notice
upon noncompliance with report or order). At the time a payment agreement is
entered into, the LEC shall explain to the customer the consequences of
breaching the payment agreement, including the possible suspension of toll or
nonbasic service, or both, without further written notice. The LEC may not
suspend service for an undisputed delinquent bill under either of the following
circumstances:
(1) While it is negotiating a
payment agreement with the customer.
(2) Within 24 hours after negotiating fails,
except where toll usage increases by $25 or more after the initial customer or
customer designee contact.
Notes
The provisions of this § 64.74 amended under the Public Utility Code, 66 Pa.C.S. § § 501, 504-506, 1301, 1501 and 3019(b)(2) and (3).
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