Section R. 484.86 - Exchanging customer service informationRule 6.
(1) Unless otherwise agreed to by the providers involved, all of the following shall be the responsibility of the local service providers in any migration of an end user's local service.(a) The new local service provider may request and receive the customer service record information, which may include a request for circuit identification with associated telephone number from the old local service provider as part of the customer service record or firm order confirmation.(b) To the extent resale and local wholesale arrangement information is available via current pre-order functionality in the underlying network service provider's operational support systems and is made available under current local business practice, it shall be made available to all new local service providers upon request and acknowledgement of end user permission. Underlying network service provider customer service record information might not reflect all end user services subscribed and received from the old local service provider.(c) Customer service record requests shall only be submitted after proper authorization from the end user to review the end user's account and only with the intent to obtain information to facilitate the migration of local service.(d) A customer service request or local service request shall not be used by a local service provider to trigger retention activity. The new local service provider shall not be required to share a copy of the end user's authorization with the old local service provider prior to receipt of the records, but shall retain records for a reasonable period of time to resolve issues about proper use of operational support systems or to assist in the resolution of a claim of unauthorized transfer, should one arise.(e) All responses to customer service record requests shall be provided promptly, without unreasonable delay, and consistent with federal law.(f) The deadline for submitting service requests shall be posted on a provider's website.(g) Upon receiving a local service request, the receiving provider shall issue either a confirmation or rejection of an electronic request within the time required by federal law.(h) A provider may require a customer service record request to include some or all of the following: (i) Billed assigned telephone number.(ii) Acknowledgement of end user consent to review the customer service record or customer service information.(iv) Contact information detailing to whom, how, and where to respond with the customer service record or customer service information. (v) A telephone number and person to contact for questions about the customer service record or customer service information request.(vi) The name of the company requesting the customer service record or customer service information. (vii) The date and time the request was sent.(viii) Indication whether circuit identification with associated telephone number is requested for loop reuse.(ix) Indication whether directory information is requested. (i) The old local service provider shall provide to the new local service provider all of the following information in addition to the fields required by federal law when applicable: (i) Account level information including the following:(A) Billing telephone number. (B) Complete customer billing name and address.(C) Directory listing information, including address and listing type, to the extent that it is maintained by the old local service provider. (D) Complete service address including floor, suite, unit, or similar designation.(ii) Line level information shall include all services and features associated with the service provider, including the following: (A) Assigned telephone number, which identifies all telephone numbers that are billed on the account. (B) Current primary interexchange carrier selections including freeze status.(C) Local freeze status, if offered. (D) All vertical features such as custom calling features identified in a manner so that the new local service provider can understand to which products and services the end user currently subscribes.(E) Other service options, such as lifeline, 900 blocking, toll blocking, remote call forwarding, and off premises extensions, if applicable. (F) Service configuration information.(G) Identification of the local service or underlying network service provider when different from the provider providing the response.(H) Identification of any data services on the migrating end user's line or any other services such as alarm services that utilize the unbundled loop.(I) Circuit identification with associated telephone number, provided with the customer service record, when requested and the unbundled loop is not being used for other services.(J) Indication as to whether any circuit identifications are not reusable and therefore not provided.(j) If requested, the old local service provider shall provide the network information, including loop circuit identification (when the unbundled loop is available for reuse) and associated telephone number, with the customer service record or firm order confirmation. When service components such as loop and directory services are currently being provided to the end user by an entity other than the local service provider or the underlying network service provider the customer service record shall also include identification of those components and the associated service provider. (k) The transmission of customer service records and customer service information requests and information shall be through electronic facsimile, electronic mail, electronic data interchange, graphical user interface, or any other means negotiated between the 2 providers. The transmission of customer service records and customer service information requests shall not be by voice telephone call. All providers shall, at a minimum, allow transmission of customer service record requests by facsimile.Mich. Admin. Code R. 484.86
2010 AACS; 2013 AACS; 2016 AACS; 2019 AACS; 2022 MR 5, Eff. 6/17/2022