Every public utility shall initiate service to each qualified applicant for service within its certificated area in accordance with this section.

1. (1) Applications for new telephone service shall be filed in accordance with §23.61(e) of this title (relating to Telephone Utilities) as it concerns service objectives and surveillance levels.
2. (2) A utility may require a residential applicant for service to satisfactorily establish credit in accordance with §26.24 of this title (relating to Credit Requirements and Deposits), but such establishment of credit shall not relieve the customer from complying with rules for prompt payment of bills.
3. (3) Requests for new residential telephone service requiring construction, such as line extensions shall be completed within 90 days or within a time period agreed to by the customer and utility if the applicant has met the credit requirements as provided for in §26.24 of this title; made satisfactory payment arrangements for construction charges; and has complied with all applicable state and municipal regulations. A telephone "drop" wire less than 300 feet in length which connects the utility distribution facility to the customer premises is not considered a line extension. For this section, facility placement which requires a permit for a road or railroad crossing will be considered a line extension.
4. (4) If facilities must be constructed, then the utility shall contact the customer within ten working days of receipt of the application and give the customer an estimated completion date and an estimated cost for all charges to be incurred by the customer.
5. (5) Following the assessment of necessary line work, the utility shall explain any construction cost options such as rebates to the customer, sharing of construction costs between the utility and the customer, or sharing of costs between the customer and other applicants.
6. (6) Unless the delay is beyond the reasonable control of the utility, a delay of more than 90 days shall constitute failure to serve under the Public Utility Regulatory Act §54.008, unless the customer and utility have agreed to a longer term. The commission may revoke or amend a utility's certificate of convenience and necessity (or other certificate) for such failures to service, or grant the certificate to another utility to serve the applicant, and the utility may be subject to administrative penalties pursuant to the Public Utility Regulatory Act §15.023 and §15.024.
7. (7) As part of the initial contact, utility employees shall provide the applicant a copy of the "Your Rights as a Customer" brochure, and inform an applicant of the right to file a complaint with the commission in accordance with §26.30 of this title (relating to Complaints) if the applicant thinks the applicant has been treated unfairly.

Source Note:The provisions of this §26.22 adopted to be effective May 6, 1999, 24 TexReg 3329.