Illinois Administrative Code › Title 83 - PUBLIC UTILITIES › Part 732 - CUSTOMER CREDITS › Section 732.30 - Customer Credits

Current through Register Vol. 48, No. 28, July 12, 2024
A telecommunications carrier shall credit customers for violations
				of the basic local exchange service quality standards described in Section
				732.20
				of this Part. The credits shall be applied on the statement issued to the customer
				for the next monthly billing cycle following the violation or following the
				discovery of the violation and shall be identified as a "Service Quality Credit" or
				"S.Q. Credit". The telecommunications carrier may provide additional detail
				regarding the service quality credit if it wishes.
a) If a carrier fails to repair an out-of-service
			 condition for basic local exchange service within 30 hours, the carrier shall
			 provide a credit to the customer. If the service disruption is for over 30 hours but
			 less than 48 hours, the credit must be equal to a pro-rata portion of the monthly
			 recurring charges for all local services disrupted. A pro-rata portion shall be
			 based upon a 30-day month. 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 local 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 local services
			 disrupted. For each day or portion thereof that the service disruption continues
			 beyond the initial 120-hour period, the carrier shall also provide either
			 alternative telephone service or an additional credit of $20 per day.
b) If a carrier fails to install basic local
			 exchange service as required under Section
			 732.20(a),
			 the carrier shall waive 50% of any installation charges, or in the absence of an
			 installation charge or where installation is pursuant to the Link Up program, the
			 carrier shall provide a credit of $25. If a carrier 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
			 carrier 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 carrier 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 carrier shall also
			 provide an additional credit of $20 per day until service is installed.
c) If a carrier fails to keep a scheduled repair
			 or installation appointment when a customer premises visit requires a customer to be
			 present, the carrier shall credit the customer $25 per missed appointment. A credit
			 required by this subsection (c) does not apply when the carrier provides the
			 customer with notice of its inability to keep the appointment no later than 8 p.m.
			 of the day prior to the scheduled date of the appointment.
d) Credits required by this Section do not apply
			 if the violation of a service quality standard:
1)
			 occurs as a result of a negligent or willful act on the part of the
			 customer;
2) occurs as a result of a
			 malfunction of customer-owned telephone equipment or inside wiring;
3) occurs as a result of, or is extended by, an
			 emergency situation;
4) is extended by
			 the carrier's inability to gain access to the customer's premises due to the
			 customer missing an appointment, provided that the violation is not further extended
			 by the carrier;
5) occurs as a result of
			 a customer request to change the scheduled appointment, provided that the violation
			 is not further extended by the carrier;
6) occurs as a result of a carrier's right to
			 refuse service to a customer as provided in 83 Ill. Adm. Code 735; or
7) occurs as a result of a lack of facilities
			 where a customer requests service at a geographically remote location, a customer
			 requests service in a geographic area where the carrier is not currently offering
			 service, or there are insufficient facilities to meet the customer's request for
			 service, subject to a carrier's obligation for reasonable facilities
			 planning.