N.Y. Comp. Codes R. & Regs. tit. 16 § 602.5

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

Section 602.5 - Service orders

(a) Service providers shall receive and respond to applications for tariffed services in a timely manner. Upon the request of a consumer, each service provider shall provide an explanation of the rates, charges and provisions applicable to the services available, respond to questions the consumer may have, and provide additional appropriate information to assist the consumer in obtaining the communication service(s) that meet the consumer's needs.

(b) Where special charges for extraordinary construction, maintenance, replacement costs, expenses or overtime work are not specifically set forth in a service provider's tariff, the consumer will be advised of the options available. If the service provider is to perform any such work for a special charge, the service provider shall offer the customer the option of accepting a good faith estimate of the charge to be levied, or of being billed on an actual cost basis. Once an estimate is accepted by the customer it will become binding on both parties, and the customer pays the estimated charge whether the actual cost is greater or less than the estimate.

(c) Service providers shall notify customers of connection fees and provide an estimated first bill, not reflecting usage charges, prior to processing the customer's request.

(d) Each service provider shall inform new residential customers of a 60 day grace period whereby such consumer may select a different type of basic local flat rate service or basic local measured rate service from that provider without incurring any additional connection or installation charges for basic local service. A grace period applies only when the consumer actually incurred an installation charge for basic local service.

(e)

(1) Normally, the service provider shall offer a consumer applying for its initial basic local exchange service an installation appointment interval (e.g., the period of time that a premise visit is to take place) within five working days.

(2) After such an offer, the consumer may nonetheless agree to other terms that better meet the needs of the consumer and the provider (e.g., installation appointments for either morning or afternoon).

(3) Prior to an appointment, arrangements to access a necessary third party's premises shall be discussed with the consumer.

(f) Normally, when a service provider cannot meet a commitment date to complete an order, the provider shall make a reasonable effort to advise the applicant of the reason for the delay, and probable date service will be provided.

N.Y. Comp. Codes R. & Regs. Tit. 16 § 602.5