N.M. Admin. Code § 17.11.16.11

Current through Register Vol. 35, No. 23, December 10, 2024

Section 17.11.16.11 - ACCESS TO SERVICE AND RATE INFORMATION

A. A carrier shall maintain comprehensive, understandable, accurate, and up-to-date service and rate information. A carrier:

(1) shall provide a toll-free telephone number by which customers can access such information and shall, upon request, mail written information to a customer;

(2) shall provide such information to disabled customers in a form accessible to them;

(3) shall provide such information in English and Spanish as requested by the customer; and

(4) may provide such information electronically (e.g., by email or text message) if a customer agrees in writing.

B. A carrier shall provide:

(1) information regarding the rates for direct dialed calls;

(2) information regarding all relevant charges and rates for calls using a credit card or calling card;

(3) details on all advance payments or termination procedures and charges that may apply;

(4) information regarding where and how a customer may subscribe to the carrier's services;

(5) an explanation of charges on customers' bills;

(6) information regarding proposed changes in services and rates;

(7) information regarding the availability of service; and

(8) information describing the commission's procedures for resolving slamming and cramming disputes, as set forth in 17.13.8 NMAC, Slamming and Cramming Protection.

C. A LEC shall also provide information regarding:

(1) the timing of installation of primary local exchange lines or additional lines; and

(2) rates for repair work done on the customer's side of the network interface.

D. A carrier shall provide notice of a rate or fee increase or a new charge for an existing service prior to the implementation of the rate increase or new charge. The notice shall be provided in a bill, a bill insert, or by separate mailing, in a form and manner that clearly identifies every rate or fee increase or new charge as such. A carrier shall provide notice of a rate decrease by no later than the next bill following the billing cycle in which the rate decrease was implemented. This notice requirement shall not apply to increases or decreases in taxes or other government-related fees.

E. When a customer initially subscribes to basic local exchange service, a LEC shall inform the customer, in English or Spanish, as requested by the customer:

(1) that a low income telephone assistance program (LITAP) is available to qualifying residential customers and shall ask if the customer would like to receive further information about the program. If the customer answers affirmatively, the LEC shall inform the customer:

(a) that applications are available at its billing offices or that the LEC will mail an application to the customer;

(b) that the customer must submit to the LEC a completed application and proof that the customer meets the eligibility requirements for one or more need-based assistance programs administered by the human services department;

(c) if the customer does not have such proof, the LEC shall advise the customer to contact his or her local human services department income support division office or call the HSD customer help desk at its toll free telephone number for information on how to obtain proof of eligibility;

(d) of other community assistance programs that may be available; and

(e) that the customer may obtain additional assistance from the commission's consumer relations division and the LEC shall provide the toll-free telephone number of the commission's consumer relations division.

(2) that a third party notification program is available to residential customers; and

(3) of the existence of "900" number calling, specifically noting that the calling party incurs a charge each time a "900" number is called, and shall offer "900" number blocking at no charge to the customer.

F. The commission strongly encourages each carrier to make service and rate information accessible to customers on its website and at its business offices or customer service centers open to the public, where these exist.

N.M. Admin. Code § 17.11.16.11

17.11.16.11 NMAC - Rp, 17.11.16.11 NMAC, 2-1-06