N.Y. Comp. Codes R. & Regs. tit. 16 § 602.3

Current through Register Vol. 46, No. 45, November 2, 2024

Section 602.3 - Customer service centers

(a) Service providers shall ensure that customers have convenient access, by a toll free telephone number or in person, to customer service centers.

(b) In instances where automated responses are used to handle billing or repair issues, service providers shall configure their menu system such that a consumer is able to be routed to a representative for billing or repair issues within 60 seconds from the time the automated response begins. In addition, service providers may use additional means of access (e.g., the internet) that are not subject to this provision.

(c) Service providers shall provide notice to their customers and to the public as to the means of contacting their customer service centers by notice on the bill and other appropriate means.

(d) Customer service centers ordinarily shall be accessible to consumers during the normal working hours in the community being served and at such other times and in such other places as may be warranted in sections 602.6(d) and 602.7(b) of this Part.

(e) Service providers shall strive to provide trained and qualified customer contact personnel.

N.Y. Comp. Codes R. & Regs. Tit. 16 § 602.3