[et_pb_section bb_built=”1″ _builder_version=”3.0.47″][et_pb_row _builder_version=”3.0.48″ background_size=”initial” background_position=”top_left” background_repeat=”repeat”][et_pb_column type=”4_4″][et_pb_post_title meta=”off” featured_image=”off” _builder_version=”3.19″ title_font=”Fira Sans||||||||” title_text_shadow_style=”preset2″ text_shadow_color=”#0c71c3″ border_width_bottom=”1px” border_color_bottom=”rgba(0,0,0,0.13)” text_shadow_horizontal_length=”0.08em” text_shadow_vertical_length=”0.08em” title_text_shadow_horizontal_length=”0.02em” title_text_shadow_vertical_length=”0.02em” title_text_shadow_blur_strength=”0.03em” title_text_shadow_color=”rgba(12,113,195,0.4)” saved_tabs=”all” global_module=”447″ \/][et_pb_text admin_label=”Introduction content” _builder_version=”3.19″]<\/p>\n
Your Rights and Responsibilities As A Residential Telephone Company Customer<\/b><\/p>\n
INTRODUCTION<\/b>\u00a0<\/span><\/p>\n As a residential telephone company customer, you have many important rights and responsibilities. They make sure you and the telephone company deal fairly with each other.\u00a0<\/p>\n The Palmerton Telephone Company has the responsibility to honor your rights. The information is based on the regulations of the Pennsylvania Public Utility Commission. If you have questions or cannot understand any of the information presented here, call the company or the Bureau of Consumer Services at the Public Utility Commission (1-800-782-1110) for help.<\/p>\n \u00a0<\/p>\n [\/et_pb_text][et_pb_accordion admin_label=”itemized listing of content on accordion format” _builder_version=”3.19″ module_class=”custom-accordion”][et_pb_accordion_item title=”APPLYING FOR SERVICE” open=”on” _builder_version=”3.19″ title_text_shadow_horizontal_length=”0em” title_text_shadow_vertical_length=”0em” title_text_shadow_blur_strength=”0em” body_text_shadow_horizontal_length=”0em” body_text_shadow_vertical_length=”0em” body_text_shadow_blur_strength=”0em” link_option_url_new_window=”off” use_background_color_gradient=”off” background_color_gradient_start=”#2b87da” background_color_gradient_end=”#29c4a9″ background_color_gradient_type=”linear” background_color_gradient_direction=”180deg” background_color_gradient_direction_radial=”center” background_color_gradient_start_position=”0%” background_color_gradient_end_position=”100%” background_color_gradient_overlays_image=”off” parallax=”off” parallax_method=”on” background_size=”cover” background_position=”center” background_repeat=”no-repeat” background_blend=”normal” allow_player_pause=”off” background_video_pause_outside_viewport=”on” text_shadow_style=”none” box_shadow_style=”none” custom_css_toggle_icon=”content: %22%9263%22;” hover_transition_duration=”300ms” hover_transition_delay=”0ms” hover_transition_speed_curve=”ease”]<\/p>\n When you apply for residential telephone service, you have a right to the following: <\/p>\n \u2022 a full explanation of the company\u2019s credit and deposit rules [\/et_pb_accordion_item][et_pb_accordion_item title=”DEPOSIT RULES” open=”off” _builder_version=”3.19″ title_text_shadow_horizontal_length=”0em” title_text_shadow_vertical_length=”0em” title_text_shadow_blur_strength=”0em” body_text_shadow_horizontal_length=”0em” body_text_shadow_vertical_length=”0em” body_text_shadow_blur_strength=”0em” link_option_url_new_window=”off” use_background_color_gradient=”off” background_color_gradient_start=”#2b87da” background_color_gradient_end=”#29c4a9″ background_color_gradient_type=”linear” background_color_gradient_direction=”180deg” background_color_gradient_direction_radial=”center” background_color_gradient_start_position=”0%” background_color_gradient_end_position=”100%” background_color_gradient_overlays_image=”off” parallax=”off” parallax_method=”on” background_size=”cover” background_position=”center” background_repeat=”no-repeat” background_blend=”normal” allow_player_pause=”off” background_video_pause_outside_viewport=”on” text_shadow_style=”none” box_shadow_style=”none” custom_css_toggle_icon=”content: %22%9263%22;” hover_transition_duration=”300ms” hover_transition_delay=”0ms” hover_transition_speed_curve=”ease”]<\/p>\n You may be required to pay a security deposit. The decision to charge you a deposit must be based only on your credit history. The company may not require a deposit on the basis of where you live, your race, religion, gender, age if over 18, ethnic background, or marital status. <\/p>\n [\/et_pb_accordion_item][et_pb_accordion_item title=”NEW CUSTOMERS ” open=”off” _builder_version=”3.19″ title_text_shadow_horizontal_length=”0em” title_text_shadow_vertical_length=”0em” title_text_shadow_blur_strength=”0em” body_text_shadow_horizontal_length=”0em” body_text_shadow_vertical_length=”0em” body_text_shadow_blur_strength=”0em”]<\/p>\n The telephone company will provide residential telephone service without requiring a deposit if you meet one of the following: <\/p>\n \u2022 You have a good payment history with a local exchange carrier (local telephone company). Or, you have a good payment history with another utility. (You must give the company permission to check your payment history with other utilities). If a credit investigation is expected to take longer than three business days, the company must provide service at least until it completes its investigation. If you have to pay a deposit, the company must tell you the reason in writing. <\/p>\n Before providing service the company may require that you pay or make a payment agreement to pay any outstanding residential telephone bills you may owe from within the last four years. You may not be held responsible for another person\u2019s bill unless a court or the PUC decides you are responsible. <\/p>\n [\/et_pb_accordion_item][et_pb_accordion_item title=”EXISTING CUSTOMERS ” open=”off” _builder_version=”3.19″ title_text_shadow_horizontal_length=”0em” title_text_shadow_vertical_length=”0em” title_text_shadow_blur_strength=”0em” body_text_shadow_horizontal_length=”0em” body_text_shadow_vertical_length=”0em” body_text_shadow_blur_strength=”0em”]<\/p>\n The company may require a security deposit if you: <\/p>\n \u2022 Pay two telephone bills in a row late or you pay more than two bills late within a year. Before requiring a deposit, the company must send you a notice that you might have to pay a deposit if you continue to pay your bills late. [\/et_pb_accordion_item][et_pb_accordion_item title=”PAYING THE SECURITY DEPOSIT ” open=”off” _builder_version=”3.19″ title_text_shadow_horizontal_length=”0em” title_text_shadow_vertical_length=”0em” title_text_shadow_blur_strength=”0em” body_text_shadow_horizontal_length=”0em” body_text_shadow_vertical_length=”0em” body_text_shadow_blur_strength=”0em”]<\/p>\n EXISTING CUSTOMERS APPLICANTS [\/et_pb_accordion_item][et_pb_accordion_item title=”THIRD PARTY GUARANTEE ” open=”off” _builder_version=”3.19″ title_text_shadow_horizontal_length=”0em” title_text_shadow_vertical_length=”0em” title_text_shadow_blur_strength=”0em” body_text_shadow_horizontal_length=”0em” body_text_shadow_vertical_length=”0em” body_text_shadow_blur_strength=”0em”]<\/p>\n Instead of paying a cash deposit, another Palmerton Telephone Co. customer who has met or can meet the credit standards may provide a written guarantee to cover payment equal to the cash deposit required. The individual providing the guarantee becomes responsible for payment of the deposit if you don\u2019t pay the monthly bills or leave an unpaid final bill. The person\u2019s responsibility ends when you establish satisfactory credit.<\/p>\n [\/et_pb_accordion_item][et_pb_accordion_item title=”DEPOSIT REFUND ” open=”off” _builder_version=”3.19″ title_text_shadow_horizontal_length=”0em” title_text_shadow_vertical_length=”0em” title_text_shadow_blur_strength=”0em” body_text_shadow_horizontal_length=”0em” body_text_shadow_vertical_length=”0em” body_text_shadow_blur_strength=”0em”]<\/p>\n Your deposit plus annual interest will be returned to you when you have established credit. You may choose to have your deposit applied to your account or you may choose to receive a cash refund. Credit will be considered when you have paid bills: <\/p>\n \u2022 for 12 months in a row without having service suspended or terminated; and If your service is terminated or permanently disconnected, your deposit and interest will be applied to any amount you owe and the rest will be returned to you. <\/p>\n [\/et_pb_accordion_item][et_pb_accordion_item title=”YOUR TELEPHONE BILL ” open=”off” _builder_version=”3.19″ title_text_shadow_horizontal_length=”0em” title_text_shadow_vertical_length=”0em” title_text_shadow_blur_strength=”0em” body_text_shadow_horizontal_length=”0em” body_text_shadow_vertical_length=”0em” body_text_shadow_blur_strength=”0em”]<\/p>\n DESCRIPTION OF THE BILL [\/et_pb_accordion_item][et_pb_accordion_item title=”MAKING PAYMENTS ” open=”off” _builder_version=”3.19″ title_text_shadow_horizontal_length=”0em” title_text_shadow_vertical_length=”0em” title_text_shadow_blur_strength=”0em” body_text_shadow_horizontal_length=”0em” body_text_shadow_vertical_length=”0em” body_text_shadow_blur_strength=”0em”]<\/p>\n You may pay your bill in any reasonable manner including personal check unless you have had a check returned for insufficient funds within the past year. The company may charge a handling fee if your check is returned unless you stopped payment on the check because you had a billing dispute. You may mail your payment to the company office or pay at any of our payment center locations. <\/p>\n You have 20 days from the date the bill is mailed to pay. If you plan to be away from home for long periods of time, make arrangements for paying your telephone bills. If you do not make arrangements for paying your bills, your telephone service could be suspended. <\/p>\n The company may not charge late payment fees unless your payment is received more than 5 days after the due date. <\/p>\n This charge may not be more than 1.25 percent per month or 15 percent per year. In addition, the company may not mail or deliver notice of suspension until at least 5 days after the stated due date. <\/p>\n [\/et_pb_accordion_item][et_pb_accordion_item title=”PARTIAL PAYMENTS ” open=”off” _builder_version=”3.19″ title_text_shadow_horizontal_length=”0em” title_text_shadow_vertical_length=”0em” title_text_shadow_blur_strength=”0em” body_text_shadow_horizontal_length=”0em” body_text_shadow_vertical_length=”0em” body_text_shadow_blur_strength=”0em”]<\/p>\n If you pay only a part of your bill, the amount you pay may be applied to the past due sections in the order listed below before being applied to the current bill. You may want to have the company apply your payment differently if you think your service might be suspended against your will. By doing this, you can protect your ability to make local calls. If you wish to apply your payment differently than listed above, you must let the company know in writing or by working out a payment agreement with the company. <\/p>\n [\/et_pb_accordion_item][et_pb_accordion_item title=”BILLING ERRORS” open=”off” _builder_version=”3.19″ title_text_shadow_horizontal_length=”0em” title_text_shadow_vertical_length=”0em” title_text_shadow_blur_strength=”0em” body_text_shadow_horizontal_length=”0em” body_text_shadow_vertical_length=”0em” body_text_shadow_blur_strength=”0em”]<\/p>\n If you think there is an error on you bill, call the business office. The number is listed on the back of the first page of your telephone bill. There is no charge for calls to the business office<\/p>\n [\/et_pb_accordion_item][et_pb_accordion_item title=” INTERRUPTION OF SERVICE ” open=”off” _builder_version=”3.19″ title_text_shadow_horizontal_length=”0em” title_text_shadow_vertical_length=”0em” title_text_shadow_blur_strength=”0em” body_text_shadow_horizontal_length=”0em” body_text_shadow_vertical_length=”0em” body_text_shadow_blur_strength=”0em”]<\/p>\n TEMPORARY INTERRUPTIONS REFUNDS FOR SERVICE INTERRUPTIONS [\/et_pb_accordion_item][et_pb_accordion_item title=”IF YOU MOVE ” open=”off” _builder_version=”3.19″ title_text_shadow_horizontal_length=”0em” title_text_shadow_vertical_length=”0em” title_text_shadow_blur_strength=”0em” body_text_shadow_horizontal_length=”0em” body_text_shadow_vertical_length=”0em” body_text_shadow_blur_strength=”0em”]<\/p>\n If you want to discontinue your service, call or write the business office at least five (5) days before the date you want the service disconnected. This will prevent the company from billing your for service that you do not want. <\/p>\n [\/et_pb_accordion_item][et_pb_accordion_item title=”SUSPENSION OF SERVICE ” open=”off” _builder_version=”3.19″ title_text_shadow_horizontal_length=”0em” title_text_shadow_vertical_length=”0em” title_text_shadow_blur_strength=”0em” body_text_shadow_horizontal_length=”0em” body_text_shadow_vertical_length=”0em” body_text_shadow_blur_strength=”0em”]<\/p>\n The company may suspend your telephone service for any of the following reasons: <\/p>\n \u2022 You do not pay your bill. If you dispute part of your bill, you must notify the company. The company may not suspend your service if you do not pay the part that you dispute. The telephone company may not suspend basic (local) telephone service because you fail to pay charges for nonbasic service. Also, the company may not suspend basic (local) service because you fail to pay charges for (toll) interexchange service, unless the company is technically not able to suspend one without also suspending the other. If you are threatened with suspension of your telephone service, you may protect your basic service by paying the amount you owe for that service. The company may suspend you toll and\/or non-basic service but you will still be able to make local calls. <\/p>\n SUSPENSION NOTICE <\/strong> MEDICAL EMERGENCY PROCEDURE <\/strong> DAYS SUSPENSION IS NOT ALLOWED <\/strong> \u2022 On a Saturday or Sunday. GETTING SERVICE BACK ON <\/strong> \u2022 You pay the overdue bill and the reconnection fee in full; or After you have done one of the above, the company will restore your service by the end of the first full working day. <\/p>\n If service is suspended, you will have to pay a reconnection fee. You may pay the reconnection fee as part of a payment agreement. The company may also require that you pay a security deposit. You may make payment to have service restored at an authorized payment agency. After you make the payment, you must call the company so your service can be restored. <\/p>\n THIRD PARTY NOTIFICATION <\/strong> [\/et_pb_accordion_item][et_pb_accordion_item title=”TERMINATION OF SERVICE ” open=”off” _builder_version=”3.19″ title_text_shadow_horizontal_length=”0em” title_text_shadow_vertical_length=”0em” title_text_shadow_blur_strength=”0em” body_text_shadow_horizontal_length=”0em” body_text_shadow_vertical_length=”0em” body_text_shadow_blur_strength=”0em”]<\/p>\n After telephone service is suspended, the company\u2019s next step is to mail you a termination notice. the termination notice will give you ten days before your service will be terminated. The notice will inform you what you can do to restore your service. You should contact the company as soon as you receive this notice. <\/p>\n REMEMBER – SUSPENSION OF SERVICE IS A TEMPORARY INTERRUPTION OF YOUR SERVICE. TERMINATION IS A MORE PERMANENT END OR CESSATION OF TELEPHONE SERVICE. IF YOUR SERVICE IS TERMINATED, YOU MUST REAPPLY FOR SERVICE AS IF YOU WERE A NEW APPLICANT. IT IS IMPORTANT TO KNOW THE DIFFERENCE BECAUSE THE COST OF HAVING SERVICE RESTORED AFTER \u201cTERMINATION\u201d IS HIGHER THAN THE COST OF RESTORING SERVICE AFTER \u201cSUSPENSION\u201d. <\/p>\n [\/et_pb_accordion_item][et_pb_accordion_item title=”CONTACTING THE COMPANY WITH A DISPUTE ” open=”off” _builder_version=”3.19″ title_text_shadow_horizontal_length=”0em” title_text_shadow_vertical_length=”0em” title_text_shadow_blur_strength=”0em” body_text_shadow_horizontal_length=”0em” body_text_shadow_vertical_length=”0em” body_text_shadow_blur_strength=”0em”]<\/p>\n You have the right to question or dispute any telephone problem you may have. You should file a dispute before your service is suspended or terminated. \u2022 Investigate your dispute thoroughly. While your dispute is pending, you must pay all charges on your bill that you don not dispute.<\/p>\n [\/et_pb_accordion_item][et_pb_accordion_item title=”CONTACTING THE PUC ” open=”off” _builder_version=”3.19″ title_text_shadow_horizontal_length=”0em” title_text_shadow_vertical_length=”0em” title_text_shadow_blur_strength=”0em” body_text_shadow_horizontal_length=”0em” body_text_shadow_vertical_length=”0em” body_text_shadow_blur_strength=”0em”]<\/p>\n FILING AN INFORMAL COMPLAINT \u2022 Your name, address, and telephone number. The Bureau of Consumer Services will conduct its own investigation of your complaint and will get back with the results. FILING A FORMAL COMPLAINT [\/et_pb_accordion_item][et_pb_accordion_item title=”DEFINITIONS ” open=”off” _builder_version=”3.19″ title_text_shadow_horizontal_length=”0em” title_text_shadow_vertical_length=”0em” title_text_shadow_blur_strength=”0em” body_text_shadow_horizontal_length=”0em” body_text_shadow_vertical_length=”0em” body_text_shadow_blur_strength=”0em”]<\/p>\n APPLICANT<\/b> Any person who applies for residential service. This does not include someone who requests a transfer of service within the local company\u2019s service area. <\/p>\n BILLING PERIOD<\/b> A period of not less than 26 days and not more than 35 days. <\/p>\n DELINQUENT ACCOUNT<\/b> Charges for telephone service which have not been paid in full by the due date stated on the bill or by another agreed upon date. <\/p>\n DISCONTINUATION OF SERVICE<\/b> The temporary or permanent ending of service at the request of the customer. <\/p>\n DISPUTE<\/b> A disagreement between an applicant, a customer or someone representing a customer and the company. The disagreement may be over areas such as credit, deposits, billing errors, etc. <\/p>\n INTEREXCHANGE CARRIER<\/b> Any public utility which provides long distance service, but does not provide local telephone service. <\/p>\n INTEREXCHANGE SERVICE<\/b> The transmission of messages or communications by telephone between points outside a local calling area. <\/p>\n LOCAL EXCHANGE CARRIER<\/b> Any public utility which provides local service, but can also provide long distance telephone service. <\/p>\n LOCAL EXCHANGE SERVICE<\/b> The transmission of messages or communications by telephone between points within a local calling area. <\/p>\n NON-BASIC SERVICE<\/b> Any service or product other than telephone service including the sale or lease of telephone equipment, inside wire maintenance plans, repair service, premises visits for service installation and Custom Calling services. <\/p>\n PAYMENT AGREEMENT<\/b> A mutually satisfactory agreement between the customer and the local exchange carrier allowing the customer to pay the unpaid balance of an account with one or more payments over a reasonable period. <\/p>\n SUSPENSION OF SERVICE<\/b> Temporary ending of service without the consent of the customer. <\/p>\n TERMINATION OF SERVICE<\/b> Permanent ending of service after a suspension without the consent of the customer. <\/p>\n [\/et_pb_accordion_item][\/et_pb_accordion][\/et_pb_column][\/et_pb_row][\/et_pb_section]<\/p>\n","protected":false},"excerpt":{"rendered":" Your Rights and Responsibilities As A Residential Telephone Company CustomerINTRODUCTION\u00a0As a residential telephone company customer, you have many important rights and responsibilities. They make sure you and the telephone company […]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_et_pb_use_builder":"on","_et_pb_old_content":"","_et_gb_content_width":"","footnotes":""},"class_list":["post-320","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/www.ptelco.com\/index.php\/wp-json\/wp\/v2\/pages\/320","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.ptelco.com\/index.php\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/www.ptelco.com\/index.php\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/www.ptelco.com\/index.php\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.ptelco.com\/index.php\/wp-json\/wp\/v2\/comments?post=320"}],"version-history":[{"count":14,"href":"https:\/\/www.ptelco.com\/index.php\/wp-json\/wp\/v2\/pages\/320\/revisions"}],"predecessor-version":[{"id":472,"href":"https:\/\/www.ptelco.com\/index.php\/wp-json\/wp\/v2\/pages\/320\/revisions\/472"}],"wp:attachment":[{"href":"https:\/\/www.ptelco.com\/index.php\/wp-json\/wp\/v2\/media?parent=320"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}
\u2022 a full explanation of all available services and equipment options and their prices beginning with the lowest priced service available. The company will send you a written price list if you ask. <\/p>\n
\u2022 You own property, have entered into an agreement to purchase real estate in the areas served by the company, or have at least a one-year lease at a property serviced by the company. However, you cannot have a poor payment history as a telephone customer within the past two years.
\u2022 You can provide information and proof that you are a good credit risk by providing credit cards and\/or employment history. You cannot be considered a poor credit risk simply because you have never had credit. <\/p>\n
\u2022 Have service suspended or terminated for non-payment and want to have your service restored. <\/p>\n
Your cash deposit cannot be more than your average two month bill during the past 12 months including toll charges. You must pay the deposit within 20 days after the company requests it. <\/p>\n
For new customers, the amount of the deposit cannot be greater than an average two month bill for other customers in your exchange. You will have to pay half the deposit before you get service and the balance within 30 days. <\/p>\n
\u2022 without having paid bills after the due date on more than two occasions; and
\u2022 your bill is not presently overdue. <\/p>\n
The company is to mail a bill for telephone service every month. The bill separates the monthly charges into three general categories:
1. Basic Service (Local Exchange Service)
2. Toll Service
3. Non-Basic Service <\/p>\n
1. Basic service charges
2. Toll service charges
3. Non-basic service charges <\/p>\n
When the telephone company knows in advance that they will need to interrupt service to make repairs or for safety reasons, the company must try to notify customers of the reason for the interruption and how long they expect it to last. <\/p>\n
If telephone service is interrupted without notice, you should contact the company about the service problem. If service remains off for a period of at least 24 hours after you have notified the company, you may have a right to a refund. <\/p>\n
\u2022 You do not pay a security deposit, provide a third-party guarantee, or give the company information to establish your credit.
\u2022 You don\u2019t allow the company access for maintenance or repair of company equipment.
\u2022 You use your telephone service to interfere with or harm other customer\u2019s service.
\u2022 You do not pay according to a payment agreement.
\u2022 You give false or misleading information to get service.
\u2022 You use your telephone to threaten the safety of any person or the ability of the company to deliver telephone service.
\u2022 You still owe the company for service furnished in your name within the past four years. <\/p>\n
If the company is going to suspend your service, it will mail a written suspension notice to you at least 7 days before the date your service is to be suspended. The notice will tell you the reason for the proposed suspension and the date service will be suspended. It will tell you what action you can take to avoid suspension.
The notice will break down the total amount you owe into basic, non-basic, and toll charges. The charges for each type service will be treated separately so you will know what amount must be paid to keep each service.
The company is not required to give you written notice if you do not keep a PUC payment agreement set up to avoid suspension. In this case, the company must try to contact you personally at least 24 hours before suspending your service. <\/p>\n
If there\u2019s a medical emergency in your household which will be affected by the suspension of telephone service, the suspension may be postponed. A physician must tell the company how suspension of service will worsen the serious medical condition. The suspension will be postponed for a maximum of 30 days. (Postponement may be renewed for 30 days, if necessary).
If the suspension is postponed, you must still pay your bill on time for services provided after the postponement date and limit your toll calls to $25.00.
If you need more information, call the company\u2019s business office.
REMEMBER – TO AVOID HAVING TELEPHONE SERVICE SUSPENDED, CONTACT THE COMPANY BEFORE THE SUSPENSION DATE WITH ANY BILLING DISPUTE OR PAYMENT PROBLEM. <\/p>\n
The telephone company may not suspend service: <\/p>\n
\u2022 On a bank Holiday.
\u2022 On a holiday observed by the company (any day when the business office of the company is closed). <\/p>\n
The company will restore suspended telephone service if: <\/p>\n
\u2022 You pay the amount that is due according to a payment agreement and the reconnection fee; or
\u2022 You make a payment agreement with the company to spread out the payments of the outstanding charges and the reconnection fee;
\u2022 You stop the unauthorized practice for which service was suspended plus make full payment of the reconnection fee; or
\u2022 You pay the amount that you owe for basic (local) service. The company will restore your local service but your toll and\/ or non-basic services will remain suspended until you make arrangements to pay what you owe for them. <\/p>\n
The Third Party Notification Program protects individuals who may be away from home for long periods of time or those who may not understand the company\u2019s billing and payment practices. This program allows you to choose a person who is willing to receive a notice if your service is subject to suspension or termination. Please remember, however, that this person does not have the responsibility of paying your telephone bill. <\/p>\n
Once you register a dispute, the company must do all of the following: <\/p>\n
\u2022 Stop suspension or termination of service because you haven\u2019t paid the disputed amounts.
\u2022 Give you information to help you make an informed judgment about your account.
\u2022 Within thirty days give you a report of the investigation including the company\u2019s final position on the matter. You have the right to ask for the report in writing.
\u2022 Inform you of your right to contact the Pennsylvania Public Utility Commission (PUC). <\/p>\n
If you are not satisfied with the company\u2019s answer to your problem,
you have the right to file an informal complaint with the Public Utility Commission. In order to protect your rights, you should call or write the PUC within ten days of the date the company mailed its report to you.
The Bureau will need the following information: <\/p>\n
\u2022 The name of your telephone company.
\u2022 A description of the problem.
\u2022 What action the company took.
\u2022 What you want done. <\/p>\n
The Bureau of Consumer Services can be reached at the telephone number or address below:
1-800-782-1110 (toll free)
P.A. Public Utility Commission
P.O. Box 3265
Harrisburg, PA 17105-3265 <\/p>\n
If you disagree with the Bureau of Consumer Services’ decision, you have the right to appeal that decision by filing a formal complaint. The company also has the right to appeal the decision. Again, to safeguard your rights, you must tell the PUC in writing that you want to appeal. You must notify the PUC within 10 days from the date of the decision. Filing a formal complaint gives you the right to a hearing with a PUC judge. <\/p>\n