1. (a) Service requirements. LEC personnel who serve the public shall be familiar with the content of all Arkansas Public Service Commission rules that apply to their respective job responsibilities.

2. (b) Customer access to business office personnel.

   1. (1) Each LEC shall have personnel available at all times during business hours with the authority to:

      1. (A) Make delayed payment agreements; and
      2. (B) Handle customer questions and complaints.

   2. (2)

      1. (A) All customers shall have toll-free telephone access to the appropriate business office.
      2. (B) Collect calls accepted by the LEC are considered to be toll-free calls.

3. (c) Payment arrangements — Customer information and referral. When a customer informs an LEC that he or she will have difficulty paying a bill, the LEC shall offer to:

   1. (1) Inform the customer of his or her rights and obligations under 23 CAR § 466-612 covering delayed payment agreements; and
   2. (2) Refer the customer to personnel with the authority to make payment arrangements for the LEC as required under 23 CAR § 466-612.

Codification Notes: This section was promulgated as Rule 2.05 of the Telecommunications Providers Rules prior to codification in the Code of Arkansas Rules.