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20.45.04.00.htm 20.45.04.00. Title 20 PUBLIC SERVICE COMMISSION Subtitle 45 SERVICE SUPPLIED BY TELEPHONE COMPANIES Chapter 04 Customer Relations Authority: Public Utilities Article, §2-113, 2-121, and 5-101; State Government Article, §7-207(a) Annotated Code of Maryland
20.45.04.01.htm 20.45.04.01. 01 Customer Billing.. A. Billing Information. Bills to customers shall be rendered at least monthly and shall contain a clear listing of all charges and credits. For purposes of clarity the customer's bill shall include the total amount due supported by the following data:1) The charges, including applicable federal and local taxes for:. a) Local monthly services from the current to the next bill date;.
20.45.04.02.htm 20.45.04.02. 02 Business Office.. A. The business offices shall be so located and staffed that customers and the public shall have convenient access to qualified personnel, including supervisory personnel where warranted, to answer questions relating to services and rates, accept and process applications for service, explain charges on customers' bills, adjust charges made in error, and, in general, represent the utility to the customer.B. When one business office serves several communi
20.45.04.03.htm 20.45.04.03. 03 Public Information.. Each utility shall maintain and keep available for inspection by customers and applicants for service copies of all tariffs applicable to the area served by the business office, as provided by Regulation .02, of this chapter.
20.45.04.04.htm 20.45.04.04. 04 Customer Deposits.. A deposit may not be required as a condition for establishment of service other than as provided in the Commission's regulations governing customer deposits (Subtitle 30) or in the regulations and tariffs on file with the Commission with regard to business and undergrounding services.
20.45.04.05.htm 20.45.04.05. 05 Denial of Service Without Notice.. The utility may discontinue service without notice for any of the following reasons:. A. Hazardous Condition. For a condition on the customer's premises determined by the utility to be hazardous.B. Adverse Effect on Service. Customer's use of equipment in such a manner as to adversely affect the utility's equipment or the utility's service to others.C. Tampering With Utility Property. Customer's tampering with equipment fur
20.45.04.06.htm 20.45.04.06. 06 Denial of Service Requiring Notice.. The utility may deny service for any of the following reasons provided it has notified the customer of its intent, in writing, to deny service and has allowed the customer a reasonable time of not less than 10 days, or as otherwise specified in these regulations, in which to remove the cause for denial:A. Non-compliance with Regulations. For violation of or non-compliance with regulations of this subtitle, or for violation of
20.45.04.07.htm 20.45.04.07. 07 Insufficient Reasons for Denial of Service.. A. The following may not constitute cause for refusal of service to a present or prospective customer:1) Failure of a prior customer to pay for service at the premises to be served;. 2) Failure to pay for a different class of service for a different entity;. 3) Failure to pay the bill of another customer as guarantor of that bill;. 4) Failure to pay directory advertising charges;.
20.45.04.08.htm 20.45.04.08. 08 Trouble Reports.. A. Each utility shall provide for the receipt of customer trouble reports at all hours.. B. Trouble Reporting.. 1) Arrangement shall be made to clear all trouble of an emergency nature at all hours, consistent with the bona fide needs of the customers and the personal safety of the utility personnel.2) Arrangement shall be made to clear all out-of-service troubles, not requiring unusual repairs, within 8 hours of the report to the company (excludi
20.45.04.09.htm 20.45.04.09. 09 Held Applications.. A. When the telephone utilities may not be able to supply initial telephone service to an applicant within 5 days or provide special communications service in 14 days or upgrade existing customers within 30 days after the date the applicant desires service, the utility shall inform the applicant by telephone, personal contact, or in writing to the extent practical as to the following:1) The reason for the delay;.
20.45.04.10.htm 20.45.04.10. 10 Voluntary Suspension.. At the request of the customer, telephone service may be temporarily suspended without loss of number for a period of 1 month up to a maximum of 1 year. The customer's right to retain his number during a period of suspension is subject to the company's right to change numbers under circumstances which would have called for a number change while the service was active. A suspension of service rate shall be chargeable during this period and shall b
20.45.04.11.htm 20.45.04.11. 11 Directory.. A. Alphabetical directories shall generally be made available, listing the name, address, and telephone number of each customer, except public telephones and numbers unlisted at the customer's request.B. Upon request from the customer, the utility shall provide each customer, free of charge, a copy of the printed directory or directories covering his area.C. The name of the utility, the area included in the directory, and the month and year of issue shal
20.45.04.12.htm 20.45.04.12. 12 Intercept.. A. Sufficient information shall be provided to the caller to indicate the reason for being intercepted as well as directions to assist the caller in making his call.B. When facilities permit, the utility shall provide, as a minimum, line intercept or the equivalent for 90 days or for the life of the directory, whichever is shorter, in each case of a customer initiated residence number change.C. When facilities permit, the utility shall provide, as a minimum, line in
20.45.04.13.htm 20.45.04.13. 13 Discontinuance of Local Service.. A. Notice to Commission Required.. 1) If a utility providing local residential or business telephone service intends to discontinue, reduce, or impair its local residential or business telephone services to a customer, or is in jeopardy of discontinuing, reducing, or impairing local telephone service to a customer under §B of this regulation, the utility shall provide written notice to the Commission by first class mail not later t
20.45.04.14.htm 20.45.04.14. 14 Underlying Provider Notice of Utility Payment Failure.. A. Required Notice.. 1) If a utility fails to pay an undisputed bill of an underlying provider within 30 days of the due date, the underlying provider shall notify the Commission in writing and provide a copy of the notice to the utility.2) The underlying provider's notice required under §A(1) of this regulation shall contain:. a) The name, address, and telephone number of the utility failing to make p
20.45.04.15.htm 20.45.04.15. 15 Telephone Utility Filing for Bankruptcy Protection ― Notice to Commission.. A. Required Notice. If a utility or an affiliate, holding company, or parent company of the utility files a plan for reorganization or liquidation of its assets in a court of competent jurisdiction, the utility shall provide written notice of the filing to the Commission.B. Commission Action. On receipt of the notice under §A of this regulation or a finding under Regulation .13 of this chapter,
20.45.04.9999.htm 20.45.04.9999. Administrative History Effective date: January 1, 1976 (Order No. 61496). Regulation .01E amended effective January 1, 1976 (Order No. 61570) April 21, 1986 (13:8 Md. R. 904). Regulation .01 amended effective August 6, 1990 (17:15 Md. R. 1863). Regulation .03 amended effective January 23, 1981 (8:2 Md. R. 117) March 18, 2013 (40:5 Md. R. 412). Regulation .06H amended effective July 31, 1995 (22:15 Md. R. 1120). Regulation .07 amended effective May 10, 1993 (20:9 Md. R. 780).
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