65- 407 C.M.R. ch. 290, § 8

Current through 2024-25, June 19, 2024

Section 407-290-8 - CUSTOMER RIGHTS

A.Notice. An ETC shall provide a summary of a customer's rights and responsibilities under this Chapter to all new customers. The notice may be provided either through a direct mailing, bill inserts, or by including the notice in the ETC's directory.

B.Content of notice. The Notice shall:

1.Billing procedures. Describe the ETC's billing procedures, e.g. billing frequency and assessment of late fees (if any);

2.Accuracy verification. Explain how a customer can verify the accuracy of her or his bill;

3.Payment options. Identify a customer's options for making payment, e.g. location of payment agencies, and optional payment programs offered by the ETC;

4.Deposit requirements. Describe the ETC's security deposit requirements;

5.Disconnection procedures. Describe the ETC's procedures for disconnection and reconnection of basic service;

6.Dispute resolution procedures. Describe the ETC's dispute resolution and appeal procedures;

7.Emergency service. Describe the procedures that a customer or occupant may follow during emergency service interruptions, including how to notify the ETC of the need for priority restoration due to the presence of life support systems;

8.Third-party notice. Describe procedures for having a third party receive copies of notices;

9.Limitations of liability; abatement and damages. Describe the ETC's limitations on liability for service interruptions contained in its tariff, when a customer may request a claim for abatement, and how a customer can submit a claim for damages or abatement due to service interruptions; and

10.Contact information. Identify telephone numbers and addresses of the ETC and of the Commission where further inquiries may be made.

C.Notice of significant changes to terms and conditions. An ETC shall provide notice to all customers affected by a significant change in the ETC's terms and conditions. The notice shall thoroughly describe the change and may be provided either through a direct mailing or bill insert, or by including the notice in the ETC's directory.

65- 407 C.M.R. ch. 290, § 8