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Title 3 . Commerce, Community, and Economic Development
Chapter 53 . Telecommunications
Section 530. Complaint procedure and adjustment policy

3 AAC 53.530. Complaint procedure and adjustment policy

(a) When a customer questions or disputes a pay-per-call telephone service charge, the billing agent shall inform the customer of the blocking options that are available.

(b) The billing agent shall waive pay-per-call telephone service charges for the period of time from a customer's first inadvertent, mistaken, or unauthorized call to the date on which the customer notifies the billing agent that the charges are disputed.

(c) A customer may be blocked from access to pay-per-call telephone service, but not basic local telephone or interexchange telephone service, if inadvertent, mistaken, or unauthorized use occurs after the first waiver under (b) of this section and the customer refuses to pay the charges.

(d) In exchanges where customer-specific blocking of pay-per-call services is available, the billing agent shall provide adjustments for pay-per-call telephone service charges for reasonably disputed charges. The basis for a reasonably disputed charge includes

(1) the customer did not receive a price advertisement in the preamble, the price of the call was misrepresented to the customer in the preamble, or the price advertisement received by the customer in the preamble was false, misleading, or deceptive;

(2) the customer was misled, deceived, or confused by the preamble;

(3) the pay-per-call telephone service program was incomplete, garbled, inaudible, or unintelligible;

(4) the customer was disconnected or cut off from the pay-per-call telephone service;

(5) the pay-per-call telephone service provided out-of-date information;

(6) the customer terminated the call during the preamble described in 3 AAC 53.560(c) but was charged for the pay-per-call telephone service; or

(7) the customer did not take affirmative action to accept a collect pay-per-call telephone service.

(e) In exchange where customer-specific blocking of pay-per-call services is not available, the billing agent shall provide unlimited, automatic adjustments for pay-per-call telephone service charges upon a customer complaint.

History: Eff. 9/25/93, Register 127

Authority: AS 42.05.141

AS 42.05.145

AS 42.05.151

AS 42.05.221

AS 42.05.291

AS 42.05.311

AS 42.05.321

AS 42.05.361

AS 42.05.371

AS 42.05.431


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Last modified 7/05/2006