1. (a) An LEC shall fully and promptly investigate all complaints.

2. (b) LECs shall ensure that personnel follow these procedures and meet these standards:

   1. (1) Personnel. LEC employees responsible for dealing with the public shall promptly handle complaints or refer them to someone who can handle the complaint;
   2. (2) Complaint records. LECs shall record all complaints and keep the record as required by 23 CAR § 466-704;

   3. (3) Form of complaint.

      1. (A) A customer shall not be required to visit the business office to make a complaint.
      2. (B) A customer may make a complaint either orally or in written form;

   4. (4) Effect of complaint on suspension.

      1. (A)

3. (i) When a customer disputes a reason for shutting off service, the LEC shall not suspend service while the LEC or the Arkansas Public Service Commission processes the complaint.

   1. (ii) If the reason for shutting off service is 23 CAR § 466-601(1), (4) – (6), (8), (15), or (17), the customer may be required to post a deposit equal to the disputed amount while the LEC or the Arkansas Public Service Commission processes a complaint.

      1. (iii) The customer must pay any undisputed amounts by the date printed on the most recent shut-off notice to avoid suspension of service.

         1. (iv) If the LEC is in error, the deposit will be promptly refunded with interest.
      2. (B) The LEC may waive the deposit allowed by this section.
      3. (C) Nothing contained in subdivision (b)(4)(A) of this section shall prevent a customer who fails to post a deposit under this section from complaining to the Arkansas Public Service Commission, but such action shall not affect the LEC’s right to suspend service.
      4. (D) The LEC may suspend service for some other valid reason set out in 23 CAR § 466-601 while the LEC or the Arkansas Public Service Commission processes the complaint; and

   2. (5) Report.

      1. (A) An LEC shall report, either by telephone, mail, or in person, the results of its investigation to a complainant within three (3) business days of its completion.

      2. (B) If the LEC does not resolve the complaint, the LEC shall:

         1. (i) Advise the complainant of his or her right to complain to the Arkansas Public Service Commission without incurring a filing charge;
         2. (ii) Include the mailing and street address and telephone numbers (local and toll-free) of the Arkansas Public Service Commission’s Consumer Services Office; and
         3. (iii) Advise the complainant that he or she may still ask the Arkansas Public Service Commission to review the complaint after suspension.

Codification Notes: This section was promulgated as Rule 2.06 of the Telecommunications Providers Rules prior to codification in the Code of Arkansas Rules.