GrandRiver2021

Customer Rights And Responsibilities

When Will I Receive My Bill? GRM Networks ® and SCC Networks ® mail bills at or near the first day of each month. You should receive your itemized bill within the first few days of the month. If you do not receive your bill, please call our business office by dialing 777 from your landline phone or by calling one of the office phone numbers on page 1; we will mail you a copy of your current bill at no charge. Relay Service for hearing and speech impaired customers can be reached by dialing 7-1-1, and a Communications Agent will assist you in reaching our offices. How Can I Pay My Bill? You may mail your payment as directed on your bill, or you may pay in per- son at your local business office. We also offer automatic bank deduction, debit card and credit card payment options. Contact your local business office to sign up for eBill to save time and pay online. Sign up for eBill and Autopay and receive a $1.00 per month bill credit. There is a charge for each returned check. When Does My Bill Become Delinquent? Your payment due date appears on your bill. Your payment is considered past due if not paid by that date. How Can I Dispute A Charge On My Bill? If you believe a charge appearing on your bill is in error, you can inquire and/or dispute a charge by calling, writing or coming in to our office. You may call us by dialing 777 or you may come to the office at the addresses given on page 1, between the hours of 8am and 5pm Monday through Friday, except holidays. Some locations are closed daily 12pm - 1pm. When Can My Service Be Disconnected? Your service can be disconnected when you have not paid delinquent charges, fail to pay a required deposit, fail to comply with a settlement agreement, misrepresent your identity, or refuse to allow inspection of Company’s facilities as provided by any state and/or federal law. Basic local phone service cannot be disconnected for non-payment if delinquent charges are for other products and services on the account. Phone service will not be disconnected on days when the office is not open for business or on the day before the office will not be open for business. Phone service may not be disconnected prior to 5 business days after notice has been given of the company’s intent to do so in Iowa, and prior to 10 calendar days after notice has been given of the company’s intent to do so in Missouri. The company sends reminder notices by mail or email. The Company may block access to toll and eliminate any optional services and/or features for non-payment of charges for those services. How Can I Prevent Discontinuance Of Service During An Absence? Contact our business office and inquire about pre-payment. How Can I Have My Discontinued Service Restored? You may have your discontinued service restored by paying all undisputed charges and the required deposit, if any, or the Company may elect to enter into a settlement agreement with you that would restore your service. You may be assessed a charge for restoring service and the Company may require a deposit. When Is A Deposit Or Guarantee Required? You may be required to post a deposit or provide a guarantee of payment if you fail to meet our credit-worthiness criteria. Call our office to inquire about our credit-worthiness criteria.

How Can I File A Dispute/Complaint? If you have a dispute/complaint with GRM Networks or SCC Networks, it may be resolved by contacting the District Manager at your local busi- ness office, or call one of the numbers given below. A “dispute” must be registered with the company prior to the delinquent date in order to avoid discontinuance of service. If your complaint is still not resolved, Missouri customers may contact the Missouri Public Service Commission. You may also contact the Office of Public Counsel. They represent the public (resi- dential customer) before the Public Service Commission. Iowa customers may contact the Iowa Utilities Board.

Missouri Public Service Commission Governor Office Building 200 Madison Street P.O. Box 360 Jefferson City, MO 65102-0360 800-392-4211

Missouri Office of Public Counsel Governor Office Building 200 Madison Street, Suite 650 P.O. Box 2230 Jefferson City, MO 65102-2230

Iowa Utilities Board 1375 E Court Ave Des Moines, IA 50319

515-725-7321 877-565-4450

573-751-4857 866-922-2959

Statement of Nondiscrimination In accordance with Federal civil rights law and U.S. Department of Agriculture (USDA) civil rights regulations and policies, the USDA, its Agencies, offices, and employees, and institutions participating in or administering USDA pro- grams are prohibited from discriminating based on race, color, national origin, religion, sex, gender identity (including gender expression), sexual orientation, disability, age, marital status, family/parental status, income derived from a public assistance program, political beliefs, or reprisal or retaliation for prior civil rights activity, in any program or activity conducted or funded by USDA (not all bases apply to all programs). Remedies and complaint filing deadlines vary by program or incident. Persons with disabilities who require alternative means of communication for program information (e.g., Braille, large print, audiotape, American Sign Language, etc.) should contact the responsible Agency or USDA’s TARGET Center at (202) 720-2600 (voice and TTY) or contact USDA through the Federal Relay Service at (800) 877-8339 . Additionally, program information may be made available in languages other than English. To file a program discrimination complaint, complete the USDA Program Discrimination Complaint Form, AD-3027, found online at http://www.ascr. usda.gov/complaint_filing_cust.html and at any USDA office or write a let- ter addressed to USDA and provide in the letter all the information requested in the form. To request a copy of the complaint form, call (866) 632-9992 . Submit your completed form or letter to USDA by: (1) mail: U.S. Department of Agriculture Office of the Assistant Secretary for Civil Rights GRM Networks and SCC Networks are equal opportunity providers and employers. Call your local business office from your landline phone by dialing 777 or calling one of the business office numbers on page 1. Relay Service for hearing and speech impaired customers can be reached by dialing 7-1-1, and a Communications Agent will assist you in reaching our offices. 1400 Independence Avenue, SW Washington, D.C. 20250-9410 (2) fax: (202) 690-7442 ; or (3) email: program.intake@usda.gov.

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