Central Texas TeleCommunications

YOUR RIGHTS AS A CUSTOMER 17. IF I AM DELINQUENT ON MY BILL AND SOMEONE IS SERIOUSLY ILL OR DISABLED AT MY RESIDENCE, WILL MY SERVICE BE DISCONNECTED? For residential customers, the specific amount owed for tariffed local telecommunications services required to maintain basic local telecommunications service will be indicated. Termination notices will be printed in both English and Spanish. 19. IF I PAY MY BASIC LOCAL CHARGES IN FULL, CAN MY LONG DISTANCE BE DISCONNECTED?

CTTC may not suspend or disconnect service at the permanent residence of a delinquent customer if that customer establishes that such action will prevent the customer from summoning emergency medical help for someone who is seriously ill residing at that residence. Each time a customer seeks to avoid suspension or disconnection of service for this reason, the customer before the date of suspension or disconnection shall: A. have the person's attending physician (for purposes of this subsection, the term "physician" shall mean any public health official, including, but not limited to, medical doctors, doctors of osteopathy, nurse practitioners, registered nurses, and any other similar public health official) contact the Cooperative by the stated date of disconnection; B. have the person's attending physician submit a written statement to CTTC; and C. enter into a deferred payment plan. The prohibition against suspension or disconnection provided in this section shall last 63 days from the issuance of CTTC's bill or a shorter period agreed upon by CTTC and the customer or physician. 18. IF I AM LATE WITH PAYMENT OF MY BILL, WILL CTTC NOTIFY ME? (BEFORE THEY DISCONNECT MY BASIC LOCAL SERVICE) YES. If your bill for telephone service has not been paid within the sixteen (16) days allowed for payment, a termination or disconnect notice will be sent to you at least ten (10) days prior to a date stated on the disconnect notice that service will be disconnected if the bill has not been paid by that date. The notice will have the words "Termination Notice" or similar language prominently displayed on it. The notice will include a statement notifying customers that if they need assistance paying their bill, or are ill and unable to pay their bill, they may be able to make some alternative payment arrangement or establish a deferred payment plan, and that customers should contact the Business Office of CTTC for more information.

YES. CTTC may toll block a residential customer for the nonpayment of long distance charges. CTTC shall toll block a residential customer at the request and expense of a long distance carrier due to the nonpayment of long distance charges. Toll blocking shall allow access to toll-free numbers, where technically capable. CTTC shall notify the customer within 24 hours of initiating toll blocking. CTTC shall not apply toll blocking in an unreasonably preferential, prejudicial, or discriminatory manner. RESOLVING YOUR BILLING QUESTIONS 20. IF I FIND WHAT I BELIEVE TO BE AN ERROR ON MY BILL, OR IF I HAVE A COMPLAINT ABOUT MY SERVICE, HOW DO I RESOLVE THE DISPUTE? A customer or applicant for service (complainant) may submit a complaint to CTTC either: A. in person at 1012 Reilley, Goldthwaite, TX or 208 E. Brown, San Saba, Texas; B. by letter to CTTC P.O. Box 627, Goldthwaite, TX 76844; C. or by telephone at 325-648-2237 or toll-free 1-800-535-8904. If there is a dispute between a customer and CTTC about any bill or services of CTTC, CTTC shall investigate and advise the complainant of the results of the investigation within 21 days of receipt of the complaint. The customer may receive these results in writing. If a complainant is not satisfied with the initial response to the complaint, the complainant may request a supervisory review by CTTC. A CTTC supervisor shall conduct the review and shall inform the complainant of the results of the review within ten days of receipt of the complainant's request for a review. The customer may receive these results in writing.

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