UTILITIES AND TRANSPORTATION
[General Order No. R-443, Docket No. UT-960942--Filed September 29, 1997, 1:31 p.m.]
In the matter of adopting WAC 480-120-139 and amending WAC 480-120-042 relating to changes in local exchange and intrastate toll services and directory services.
The Washington Utilities and Transportation Commission acting under Notice No. WSR 97-11-072, filed with the code reviser on August 29, 1997, its order amending and adopting rules. The commission has discovered an error in the text filed with that rule-making order and enters this order to correct the earlier order and the accompanying text. Only the elements of the prior filing that are addressed in this order are changed; in all other respects, the prior order is adopted and reaffirmed in this order.
When commission staff conformed the working draft of new WAC 480-120-139 Changes in local exchange and intrastate toll services, to be consistent with decisions made at the public hearing and adoption meeting, it inadvertently omitted two words in subsection (5). The discussion draft would have prevented each telecommunications company from using customer proprietary number identification for company marketing purposes, consistent with provisions of the federal rule. The limitation of the prohibition to marketing purposes was omitted, so that the rule if read literally would prevent companies from using the information for all purposes, including the billing and other necessary purposes for which the information is designed.
The omission was not intended; it changed the meaning of the text substantially; and if literally applied it could critically hamper operations of nearly all telecommunications companies. The commission therefore amends the order of adoption and amends the accompanying text to restore the term, consistent with its decision at the commission meeting of August 1, 1997.
statement of action; statement of effective date: In reviewing the entire
record, the commission determines that its prior order must be corrected
and that in doing so, the commission adopts WAC 480-120-139 as set forth
in Appendix A, as a rule of the Washington Utilities and Transportation
Commission, to take effect pursuant to RCW 34.05.380(2) on the thirty-first day after filing with the code reviser.
the commission orders;
1. Corrected WAC 480-120-139 is adopted to read as set forth in Appendix A, as a rule of the Washington Utilities and Transportation Commission, to take effect on the thirty-first day after the date of filing with the code reviser pursuant to RCW 34.05.380(2).
2. This order and the rule set out below, after being recorded in the register of the Washington Utilities and Transportation Commission, shall be forwarded to the code reviser for filing pursuant to chapters 80.01 and 34.05 RCW and chapter 1-21 WAC.
3. In all respects other than those specifically set out herein, the commission's prior order of adoption remains in full force and effect. Insofar as the provisions of that order apply to the corrected rule adopted herein, those provisions are incorporated in to this order by this reference as though set forth herein.
dated at Olympia, Washington, this 24th day of September 1997.
Washington Utilities and Transportation Commission
Richard Hemstad, Commissioner
William R. Gillis, Commissioner
AMENDATORY SECTION (Amending Order R-242, Cause No. U-85-56, filed
WAC 480-120-042 Directory service. (1) A telephone directory shall be regularly published for each exchange, listing the name, address (unless omission is requested), and telephone number of the subscribers who can be called in that exchange, except those subscribers who have a nonlisted or nonpublished telephone number.
(2) Any subscriber to residential service may request a dual name
primary directory listing which contains, in addition to the subscriber's
surname, the given names or initials (or combination thereof) of the
subscriber and (1) one other person with the same surname who resides at
the same address; or (2) a second name, other than surname, by which the
subscriber is also known, including the married name of a woman whose
husband is deceased. Any additional directory listing requested by a
subscriber pursuant to tariff provision shall also reflect said dual name
listing if requested by the subscriber. ((
(Each subscriber to
residential service as of the effective date of this rule shall be
entitled for a six month period to request on a one-time basis at no cost
a change in the manner of listing the subscriber's name to the dual name
listing provided for above, so long as there has been no other change
requested and made in the subscriber's directory listing since the
(3) Each local exchange company shall furnish a copy of any required
shall be furnished)) to each of its subscribers in each
exchange. If that directory does not also contain such listings for all
subscribers who can be called toll free from that exchange (excluding
WATS), a copy of the directory or directories required for that coverage
shall be furnished each subscriber upon request and without charge. If
anyone requests a directory other than the one(s) provided for above, the
company may apply a charge equal to, but not to exceed, its actual cost
for the directory, plus freight, postage, and $0.50.
(4) Each local exchange company that is providing service in an area covered by a directory published pursuant to this rule may, upon request, have an informational listing of its name and telephone number placed in each such directory. Each directory publisher may impose reasonable requirements on the timing and format of informational listings, provided that these requirements do not discriminate between local exchange carriers.
(5) Normally, telephone directories shall be revised annually; otherwise they shall be revised at least once every fifteen months, except when it is known that impending service changes require rescheduling of directory revision dates. The revision of directories may at times be required more often than specified to keep the directory correct and up to date. Exemptions from these requirements may be allowed by the commission upon application if it can be shown that it is unnecessary to revise the directory within the specified time limit for good cause and/or due to a relatively small number of changes resulting from new listings or changed numbers and if the exchange is equipped for adequate intercept in the case of dial exchanges.
(6) In the event of an error in the listed number of any subscriber,
telecommunications)) subscriber's local exchange company shall,
until a new directory is published, intercept all calls to the
incorrectly listed number to give the calling party the correct number
of the called party, providing that this is permitted by existing central
office equipment and the incorrectly listed number is not a number
presently assigned to another subscriber. In the event of an error or
omission in the name listing of a subscriber, such subscriber's correct
name and telephone number shall be maintained in the files of the
directory assistance operator, and the correct number shall be furnished
the calling party upon request.
(7) Whenever a subscriber's telephone number is changed for any
reason after a directory is published, the ((
utility)) local exchange
company shall intercept all calls to the former number, if existing
office equipment will permit, for a minimum period of thirty days or
until a new directory is published, and give the calling party the new
number for that subscriber unless the subscriber has requested that such
referral not be made.
(8) When additions or changes to plant or records are scheduled
which will necessitate a large group of number changes, a minimum of six
months notice shall be given to all subscribers then of record and so
affected even though the additions or changes may be coincidental with
the issuance of a new directory.
[Statutory Authority: RCW 80.01.040 and 1985 c 450. 85-23-001 (Order
R-242, Cause No. U-85-56), 480-120-042, filed 11/7/85; Order R-92,
480-120-042, filed 2/9/77.]
WAC 480-120-139 Changes in local exchange and intrastate toll services. (1) Verification of orders. A local exchange or intrastate toll carrier to whom service is being changed ("new telecommunications company") may not submit a change order for local exchange or intrastate toll service until the order is confirmed in accordance with one of the following procedures:
(a) The telecommunications company has obtained the customer's written authorization to submit the order which includes the following information from the customer:
(i) The customer billing name, billing telephone number and billing address and each telephone number to be covered by the change order;
(ii) The decision to change; and
(iii) The customer's understanding of the change fee.
(b) The new telecommunications company has obtained the customer's authorization, as described in (a) of this subsection, electronically.
Telecommunications companies electing to confirm sales electronically shall establish one or more toll free telephone numbers exclusively for that purpose.
Calls to the number(s) shall connect a customer to a voice response unit, or similar, that records the required information regarding the change, including automatically recording the originating automatic number identification (ANI).
(c) An appropriately qualified and independent third party operating in a location physically separate from the telemarketing representative has obtained the customer's oral authorization to submit the change order that confirms and includes appropriate verification data in (a) of this subsection.
(2) Implementing order changes.
(a) Telemarketing orders. Within three business days of any telemarketing order for a change, the new telecommunications company must send each new customer an information package by first class mail containing at least the following information concerning the requested change:
(i) The information is being sent to confirm a telemarketing order placed by the customer.
(ii) The name of the customer's current telecommunications company.
(iii) A description of any terms, conditions or charges that will be incurred.
(iv) The name of the newly requested telecommunications company.
(v) The name of the person ordering the change.
(vi) The name, address and telephone number of both the customer and the soliciting telecommunications company.
(vii) A postpaid postcard which the customer can use to deny, cancel or confirm a service order.
(viii) A clear statement that if the customer does not return the postcard, the customer's service will be switched fourteen days after the date the information package was mailed. If customers have cancelled their orders during the waiting period, the new telecommunications company cannot submit the customer's order.
(ix) The name, address and telephone number of a contact point at the commission for consumer complaints.
(x) The requirements in (a)(vii) and (viii) of this subsection do not apply if authorization is obtained pursuant to subsection (1) of this section.
(b) The documentation of the order shall be retained by the new telecommunications company, at a minimum, for twelve months to serve as verification of the customer's authorization to change telecommunications company. The documentation will be made available to the customer and to the commission upon request.
(3) Customer initiated orders. The new telecommunications company receiving the customer initiated request for a change of local exchange and/or intrastate toll shall keep an internal memorandum or record generated at the time of the request. Such internal record shall be maintained by the telecommunications company for a minimum of twelve months to serve as verification of the customer's authorization to change telecommunications company. The internal record will be made available to the customer and to the commission upon request. Within three business days of the order, the telecommunications company must send each new customer an information package by first class mail containing at least the following information concerning the request to change as defined in subsection (2)(a)(ii), (iii), (iv), (v) of this section.
(4) Remedies. In addition to any other penalties provided by law, a telecommunications company initiating an unauthorized change order shall receive no payment for service provided as a result of the unauthorized change and shall promptly refund any amounts collected as a result of the unauthorized change. The subscriber may be charged, after receipt of the refund, for such service at a rate no greater than what would have been charged by its authorized telecommunications company, and any such payment shall be remitted to the customer's authorized telecommunications company.
(5) Use of customer information.
(a) A telecommunications company marketing services may not use its customer proprietary network information or the customer proprietary network information of another telecommunications company.
(b) Except to provide its own billing, collection, network operations, and as authorized by law, a telecommunications company may not disclose customer proprietary network information.
(c) A telecommunications company may not make telephone solicitation
or telemarketing calls using its list of customers with nonpublished or
unlisted numbers unless it has notified each such customer at least once
in the past year that the company makes such calls to its customers with
nonpublished or unlisted numbers and that the customer has a right to
request that the company make no such calls.