N.M. Admin. Code § 17.11.8.11

Current through Register Vol. 35, No. 21, November 5, 2024

Section 17.11.8.11 - INFORMATION ON CUSTOMER TELEPHONE BILLS

A. Any charge or change in provider shall be indicated on the customer's telephone bill in clear and conspicuous language and easily legible type.

B. Any person that places or causes a charge to be placed on a customer's telephone bill, and any person that changes or causes a customer's provider to be changed shall:

(1) clearly and conspicuously identify the name of the provider associated with each charge or change of provider on the telephone bill;

(2) include a brief, clear and conspicuous description of the product, service, or change in provider to be placed on the customer's bill, including the amount charged for each product, service, or change in provider or service (including taxes and surcharges). The description must be sufficiently clear in presentation and specific enough in content so that customers can accurately assess that the services for which they are billed correspond to those that they have requested and received, and that the costs assessed for those services conform to their understanding of the price charged;

(3) clearly and conspicuously display on each bill a toll-free number or numbers by which customers may inquire or dispute any charge contained on the bill. The toll-free number or numbers shall, at a minimum, be staffed during normal business hours with personnel able to provide sufficient information as necessary to respond to and resolve customer inquiries concerning any charge, service, or change in provider on a customer's bill, provided that after normal business hours a customer is able to leave a recorded message on a 24-hour per day basis concerning any inquiry or complaint regarding unauthorized charges or changes in provider on the customer's telephone bill. If a customer's call to the toll-free number is recorded after normal business hours, the provider or its agent staffing the number must call the customer back by the end of the next business day and keep trying for three days. If the customer cannot be reached in three days, a letter must be sent to the customer stating that the contact could not be made and providing the toll-free number and operating hours when the customer may reach personnel able to assist the customer with resolving questions or complaints regarding unauthorized charges or changes in provider. A provider may list a toll-free number for a billing agent, clearinghouse, or other third party, provided that such party possesses sufficient information to answer questions concerning the customer's account and is fully authorized to resolve customer complaints on the provider's behalf. Each provider must make its business address available upon request to customers through its toll-free number; and

(4) where charges or changes for two or more providers appear on the same telephone bill, separate such charges and provide clear and conspicuous notification of any change in provider, including notification to the customer that a new provider has begun providing service.

C. Where a customer's telephone bill contains charges for local exchange service, in addition to other charges, the bill must distinguish between charges for which non-payment will result in disconnection of basic local exchange service, and charges for which non-payment will not result in such disconnection. The local exchange carrier or its billing agent must clearly and conspicuously identify on the customer's telephone bill those charges for which non-payment will not result in disconnection of basic local exchange service.

D. At least two times per year at regular intervals, the local exchange company or other billing agent shall deliver to each customer a bill stuffer or separate mailing which 1) explains procedures for resolving customer complaints concerning unauthorized charges or changes in provider on the customer's telephone bill, 2) includes the Commission's toll-free telephone number where customers can obtain assistance with resolving disputed charges or changes in provider, and 3) advises the customer of their right to be absolved of liability for any unauthorized charges or changes in provider for a period of 90 days.

N.M. Admin. Code § 17.11.8.11

8-16-99; Recompiled 12/31/01