1. (a) Information required.

   1. (1) Complaints may be in written or oral form.

   2. (2) Complainants shall give:

      1. (A) A name;
      2. (B) An address;
      3. (C) The name of the LEC involved;
      4. (D) The account number if known;
      5. (E) A detailed description of the complaint; and
      6. (F) The desired result.

2. (b) Notice to customer and local exchange carrier. Within three (3) business days after receiving an informal complaint, the Arkansas Public Service Commission shall:

   1. (1) Explain complaint procedures to the complainant by telephone or in writing; and
   2. (2) Provide the details of the complaint to the LEC.

3. (c) Local exchange carrier contact for complaints.

   1. (1)

      1. (A) Each LEC shall give the Arkansas Public Service Commission’s Consumer Services Office a current list of personnel who answer Arkansas Public Service Commission questions about complaints.
      2. (B) An LEC representative with the authority to process Arkansas Public Service Commission questions about complaints must reasonably be available during business hours.
   2. (2) LECs shall immediately report any change in the contact personnel to the Arkansas Public Service Commission’s Consumer Services Office.
4. (d) Responses to requests for information. An LEC shall respond to Arkansas Public Service Commission inquiries concerning any complaint as quickly as possible, but not later than fifteen (15) days after receipt.

5. (e) Effect of complaint on suspension.

   1. (1)

      1. (A) 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.
      2. (B) 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.
      3. (C) The customer must pay any undisputed amounts by the date printed on the most recent shut-off notice to avoid suspension of service.
      4. (D) If the LEC is in error, the deposit will be refunded with interest.
   2. (2) The LEC may waive the deposit allowed by this section.
   3. (3) Nothing contained in subdivision (e)(1) of this section shall prevent a customer who fails to post a deposit under this section from filing a formal complaint with the Arkansas Public Service Commission.
   4. (4) 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.

6. (f) Arkansas Public Service Commission investigation and report.

   1. (1) The Arkansas Public Service Commission shall:

      1. (A) Investigate each informal complaint;
      2. (B) Issue an informal complaint investigation report to the complainant; and
      3. (C) Notify the LEC of the results of the investigation.
   2. (2) The Arkansas Public Service Commission will provide the LEC a copy of any written investigation report given to the complainant.

7. (g) Disputed results.

   1. (1) The LEC or the complainant may file a formal complaint if not satisfied with the informal complaint results.
   2. (2) The Arkansas Public Service Commission shall provide information to the complainant that explains formal complaint procedures.

Codification Notes: This section was promulgated as Rule 2.07 of the Telecommunications Providers Rules prior to codification in the Code of Arkansas Rules.