1. (a) This section only applies to residential customers.

2. (b) Identification of the elderly and individuals with disabilities for registration. LECs shall attempt to identify eligible individuals by informing them that a special program is available for customers who qualify under this section and shall then ask qualifying applicants or customers whether they wish to be registered as provided in this section when:

   1. (1) An applicant requests service;
   2. (2) Asked if there are options for elderly customers and customers who are individuals with disabilities; and
   3. (3) Contacted by a customer about suspension.

3. (c) Customer contact.

   1. (1) At least seventy-two (72) hours before suspending service to an identified elderly or individual with disabilities account, an LEC must make two (2) attempts at different times of day to contact the customer, an adult at the premises, or someone previously designated by the customer, either in person or by telephone.

   2. (2) If the attempt to contact is successful, the LEC shall:

      1. (A) Offer to explain to the customer, an adult at the premises, or someone previously designated by the customer what can be done to avoid suspension; and
      2. (B) Offer to explain the payment and assistance options set out in subsection (d) of this section.

   3. (3)

      1. (A) If the attempt to make personal contact with the customer, an adult at the premises, or other designated individual is not successful, the LEC must give twenty-four (24) hours’ written notice, which explains what can be done to avoid suspension before suspending service.
      2. (B)

4. (i) If the LEC delivers the notice to the customer’s premises, the notice must be left in a conspicuous place where the notice is easy to see.

   1. (ii) If the LEC mails the notice, the twenty-four (24) hours begins three (3) days after the date the notice is postmarked.

      1. (C) The LEC must send the notice to the customer’s address by first-class mail.

         1. (d) Payment and assistance options. When an identified elderly customer or customer who is an individual with disabilities tells an LEC they cannot pay a bill on time, or upon contacting an identified elderly customer or customer who is an individual with disabilities under subsection (c) of this section, the LEC shall offer to:
   2. (1) Arrange a delayed payment agreement;
   3. (2) Explain the right to third-party notice before suspension of service; and
   4. (3) Provide the names of federal, state, and local bill payment assistance agencies.

5. (e) Records.

   1. (1) An LEC shall mark the accounts of identified elderly customers or customers who are individuals with disabilities.
   2. (2) LECs shall keep a record as required by 23 CAR § 466-702 of how they handled overdue accounts of elderly customers and customers who are individuals with disabilities.
6. (f) False information. If a customer gives false information to qualify as elderly or an individual with disabilities, the LEC may suspend service under 23 CAR § 466-601(7).

Codification Notes: This section was promulgated as Rule 6.16 of the Telecommunications Providers Rules prior to codification in the Code of Arkansas Rules.