Michigan Administrative Code › Department - Licensing and Regulatory Affairs › Public Service Commission › Basic Local Exchange Service Customer Migration › Part 2 - TRANSFER OF END USER BY PROVIDERS › Section R. 484.86 - Exchanging customer service information

Current through Vol. 24-12, July 15, 2024
Rule 6.
(1)
				  Unless otherwise agreed to by the providers involved, all of the following
				  shall be the responsibility of the local service providers in any migration of
				  an end user's local service.
(a) The new local
				  service provider may request and receive the customer service record
				  information, which may include a request for circuit identification with
				  associated telephone number from the old local service provider as part of the
				  customer service record or firm order confirmation.
(b) To the extent resale and local wholesale
				  arrangement information is available via current pre-order functionality in the
				  underlying network service provider's operational support systems and is made
				  available under current local business practice, it shall be made available to
				  all new local service providers upon request and acknowledgement of end user
				  permission. Underlying network service provider customer service record
				  information might not reflect all end user services subscribed and received
				  from the old local service provider.
(c) Customer service record requests shall
				  only be submitted after proper authorization from the end user to review the
				  end user's account and only with the intent to obtain information to facilitate
				  the migration of local service.
(d)
				  A customer service request or local service request shall not be used by a
				  local service provider to trigger retention activity. The new local service
				  provider shall not be required to share a copy of the end user's authorization
				  with the old local service provider prior to receipt of the records, but shall
				  retain records for a reasonable period of time to resolve issues about proper
				  use of operational support systems or to assist in the resolution of a claim of
				  unauthorized transfer, should one arise.
(e) All responses to customer service record
				  requests shall be provided promptly, without unreasonable delay, and consistent
				  with federal law.
(f) The deadline
				  for submitting service requests shall be posted on a provider's
				  website.
(g) Upon receiving a local
				  service request, the receiving provider shall issue either a confirmation or
				  rejection of an electronic request within the time required by federal
				  law.
(h) A provider may require a
				  customer service record request to include some or all of the following:
(i) Billed assigned telephone
				  number.
(ii) Acknowledgement of end
				  user consent to review the customer service record or customer service
				  information.
(iii) End user
				  name.
(iv) Contact information
				  detailing to whom, how, and where to respond with the customer service record
				  or customer service information.
(v) A telephone number and person to contact
				  for questions about the customer service record or customer service information
				  request.
(vi) The name of the
				  company requesting the customer service record or customer service information.
(vii) The date and time the
				  request was sent.
(viii) Indication
				  whether circuit identification with associated telephone number is requested
				  for loop reuse.
(ix) Indication
				  whether directory information is requested.
(i) The old local service provider shall
				  provide to the new local service provider all of the following information in
				  addition to the fields required by federal law when applicable:
(i) Account level information including the
				  following:
(A) Billing telephone number.
(B) Complete customer billing name
				  and address.
(C) Directory listing
				  information, including address and listing type, to the extent that it is
				  maintained by the old local service provider.
(D) Complete service address including floor,
				  suite, unit, or similar designation.
(E) Type of service.
(ii) Line level information shall include all
				  services and features associated with the service provider, including the
				  following:
(A) Assigned telephone number,
				  which identifies all telephone numbers that are billed on the account.
(B) Current primary interexchange
				  carrier selections including freeze status.
(C) Local freeze status, if offered.
(D) All vertical features such as
				  custom calling features identified in a manner so that the new local service
				  provider can understand to which products and services the end user currently
				  subscribes.
(E) Other service
				  options, such as lifeline, 900 blocking, toll blocking, remote call forwarding,
				  and off premises extensions, if applicable.
(F) Service configuration
				  information.
(G) Identification of
				  the local service or underlying network service provider when different from
				  the provider providing the response.
(H) Identification of any data services on
				  the migrating end user's line or any other services such as alarm services that
				  utilize the unbundled loop.
(I)
				  Circuit identification with associated telephone number, provided with the
				  customer service record, when requested and the unbundled loop is not being
				  used for other services.
(J)
				  Indication as to whether any circuit identifications are not reusable and
				  therefore not provided.
(K) Type of
				  service.
(j) If
				  requested, the old local service provider shall provide the network
				  information, including loop circuit identification (when the unbundled loop is
				  available for reuse) and associated telephone number, with the customer service
				  record or firm order confirmation. When service components such as loop and
				  directory services are currently being provided to the end user by an entity
				  other than the local service provider or the underlying network service
				  provider the customer service record shall also include identification of those
				  components and the associated service provider.
(k) The transmission of customer service
				  records and customer service information requests and information shall be
				  through electronic facsimile, electronic mail, electronic data interchange,
				  graphical user interface, or any other means negotiated between the 2
				  providers. The transmission of customer service records and customer service
				  information requests shall not be by voice telephone call. All providers shall,
				  at a minimum, allow transmission of customer service record requests by
				  facsimile.