65- 407 C.M.R. ch. 291, § 11

Current through 2024-40, October 2, 2024

Section 407-291-11 - BILLING AND PAYMENT STANDARDS

A.Bill content. Each bill issued by a non-ETC shall:

1.Identification of non-ETC. Include a clear and conspicuous identification of the certificated non-ETC providing the customer's basic service. If the non-ETC has more than one name, the name appearing on the bill must be the name used to market the service;

2.Date. Identify the date that the bill is issued;

3.Balance. Identify the balance in each billed account at the beginning of the current billing cycle, using a term such as "previous balance;"

4.Charges debited for current billing cycle. Identify the amount of the charges debited to each billed account during the current billing cycle, using a term such as "current service;"

5.Payments made. Identify the amount of payments made to each billed account from the previous billing cycle, using a term such as "payments."

6.Charges debited for past charges. Identify the amount of the charges debited to each billed account during the current billing cycle for untimely payment of past charges, using a term such as "late charge;"

7.Closing dates and balance. Include the closing dates of the current billing cycle and the outstanding balance in each billed account on that date, specifying the "current amount due" and the "past due;"

8.Class of service. Identify the applicable class of service as stated in the non-ETC's rate schedule;

9.Due date. Include the statement, or payment, due date;

10.Receipt deadline. Include the date by which payment of the new balance must be received to avoid assessment of a late charge;

11.Interest rate. Identify the effective monthly interest rate that will be imposed if the bill is not paid by the due date;

12.Contact information. Clearly and conspicuously disclose any information that the subscriber may need to make inquiries about, or contest, charges on the bill; and

13.Toll-free number. Include the toll-free phone number(s) for customer service representatives of the non-ETC and any other service providerto which charges are due, and to which customer questions or disputes concerning bills or services should be directed.

B.Compliance with federal "Truth-in-Billing" rules. A non-ETC shall comply with the Federal Communication Commission's "Truth-in-Billing" Rules, 47 CFR §§64.2400-2 401.

C.Billing errors. A non-ETC shall promptly notify a customer of a billing error after it discovers or is notified of the error. The non-ETC shall correct the error within 45 days of discovery or notice. The non-ETC shall investigate the possibility that a billing error may affect multiple customers and shall immediately notify the Consumer Assistance Division if more than 10 customers in the State are affected by a billing error.

1.Make-up bills. A non-ETC may issue a corrected bill for previously unbilled service, or for service billed below the correct rate, that was provided in the previous 12 months. A non-ETC may agree to a settlement that abates all or a portion of the previously unbilled service.

2.Refunds. A non-ETC shall refund any charge billed in excess of correct rates within the previous 6 years from the date of discovery or notice.

D.Late payment fees. A non-ETC may charge a fee for the late payment of basic service charges in accordance with a rate schedule consistent with Chapter 870 of the Commission's Rules.

65- 407 C.M.R. ch. 291, § 11