Illinois Administrative Code › Title 83 - PUBLIC UTILITIES › Part 737 - STANDARDS OF SERVICE AND CUSTOMER CREDITS FOR ELECTING PROVIDERS AND COMPETITIVE NON-ELECTING PROVIDERS › Subpart C - CUSTOMER CREDITS › Section 737.300 - Customer Credits for Basic Local Exchange Service Violations

Current through Register Vol. 48, No. 28, July 12, 2024
a) Customers shall be credited by the Local
				Provider for violations of basic local exchange service quality standards described
				in Section
				737.200.
				The credits shall be applied automatically on the statement issued to the customer
				for the next monthly billing cycle following the violation or following the
				discovery of the violation. The next monthly billing cycle following the violation
				or the discovery of the violation means the billing cycle immediately following the
				billing cycle in process at the time of the violation or discovery of the violation,
				provided the total time between the violation or discovery of the violation and the
				issuance of the credit shall not exceed 60 calendar days. The Local Provider is
				responsible for providing the credits and the customer is under no obligation to
				request those credits and the credits shall be identified as Service Quality or SQ
				credits. The following credits shall apply:
1) If
				a Local Provider fails to repair an out-of-service condition for basic local
				exchange service within 30 hours as required under Section
				737.200(b),
				the Local Provider shall provide a credit to the customer. If the service disruption
				is for more than 30 hours, but not more than 48 hours, the credit must be equal to a
				pro-rata portion of the monthly recurring charges for all basic local exchange
				services disrupted. If the service disruption is for more than 48 hours, but not
				more than 72 hours, the credit must be equal to at least 33% of one month's
				recurring charges for all local services disrupted. If the service disruption is for
				more than 72 hours, but not more than 96 hours, the credit must be equal to at least
				67% of one month's recurring charges for all basic local exchange services
				disrupted. If the service disruption is for more than 96 hours, but not more than
				120 hours, the credit must be equal to one month's recurring charges for all basic
				local exchange services disrupted. For each day or portion of that day that the
				service disruption continues beyond the initial 120-hour period, the Local Provider
				shall also provide an additional credit of $20 per calendar day.
2) If a Local Provider fails to install basic
				local exchange service as required under Section
				737.200(a),
				the Local Provider shall waive 50% of any installation charges, or in the absence of
				an installation charge or when installation is pursuant to the Link Up program, the
				Local Provider shall provide a credit of $25. If a Local Provider fails to install
				service within 10 business days after the service application is placed, or fails to
				install service within 5 business days after the customer's requested installation
				date, if the requested date was more than 5 business days after the date of the
				order, the Local Provider shall waive 100% of the installation charge, or in the
				absence of an installation charge or where installation is provided pursuant to the
				Link Up program, the Local Provider shall provide a credit of $50. For each day that
				the failure to install service continues beyond the initial 10 business days, or
				beyond 5 business days after the customer's requested installation date, if the
				requested date was more than 5 business days after the date of the order, the Local
				Provider shall also provide an additional credit of $20 per calendar day until the
				basic local exchange service is installed.
3)____ If a Local Provider fails to keep a
				scheduled repair or installation appointment when a customer premises visit requires
				a customer to be present as required under Section
				737.200(c),
				the Local Provider shall credit the customer $25 per missed appointment. A credit
				required by this subsection does not apply when the Local Provider provides the
				customer notice of its inability to keep the appointment no later than 8:00 pm of
				the day prior to the scheduled date of the appointment.