Explanation For Denial Of A Service To A Customer (Rule 300)

If a telephone company intends to deny service to a customer under Rule 301, the telephone company will provide an explanation to the customer stating the reasons for the telephone company’s refusal to provide service and the necessary action(s) to be taken to receive service. In the event of a dispute, the customer will be advised that an informal or formal complaint concerning denial of service may be filed with the Commission. (3-31-22) 301. GROUNDS FOR DENIAL OR TERMINATION OF LOCAL EXCHANGE SERVICE WITH PRIOR NOTICE (RULE 301). A telephone company may deny or terminate local exchange service to a customer without the customer’s permission, but only after adequate notice has been given in accordance with these rules, for one (1) or more of the following reasons: (3-31-22) 01. Customer Did Not Pay Undisputed Bills. With respect to undisputed past due bills for local exchange service, the customer: (3-31-22) a. Failed to pay; (3-31-22) b. Paid with a dishonored check; or (3-31-22) c. Made an electronic payment drawn on an account with insufficient funds. (3-31-22) IDAHO ADMINISTRATIVE CODE IDAPA 31.41.01 Public Utilities Commission Telephone Customer Relations Rules Section 302 Page 11 d. The customer failed to make a security deposit when one is required. (7-1-25) e. The customer failed to abide by the terms of a payment arrangement. (3-31-22) f. The telephone company determines as prescribed by relevant state or other applicable standards that the customer is willfully wasting or interfering with service through improper equipment or otherwise. (3-31-22) g. The customer is a minor not competent to contract as described in Sections 29-101 and 32-101, Idaho Code. (3-31-22) 02. No Obligation to Connect Service. Nothing in this rule requires the telephone company to connect service for a customer who owes money on an existing account or from a previous account if the unpaid bill is for service provided within the past four (4) years. (3-31-22) 302. GROUNDS FOR DENIAL OR TERMINATION OF A SERVICE, WITHOUT PRIOR NOTICE (RULE 302). A telephone company may deny or terminate a service or all services without prior notice to the customer and without the customer’s permission for any of the following reasons: (3-31-22) 01. Dangerous Condition. A condition immediately dangerous or hazardous to life, physical safety, or property exists, or it is necessary to prevent a violation of federal, state or local safety or health codes. (3-31-22) 02. Ordered to Terminate Service. The telephone company is ordered to terminate service by any court, the Commission, or any other duly authorized public authority. (3-31-22) 03. Illegal Use of Services. The service(s) was (were) obtained, diverted or used without the authorization or knowledge of the telephone company. (3-31-22) 04. Customer Unable to Be Contacted. The telephone company has tried diligently to meet the notice requirements of Rule 303, but has been unsuccessful in its attempt to contact the customer. (3-31-22) 05. Misrepresentation. The telephone company has determined that information provided by the customer is materially false or materially misrepresents the customer’s true status. (3-31-22) 303. REQUIREMENTS FOR NOTICE BEFORE TERMINATION OF LOCAL EXCHANGE SERVICE (RULE 303). 01. Initial Notice. If the telephone company intends to terminate local exchange service under Rule 301, it will send to the customer written notice of termination mailed at least seven (7) calendar days before the proposed date of termination. Written notice may be provided by electronic mail (i.e. e-mail) if the customer is billed electronically and separately consents in writing to receiving electronic notification. This written notice will contain the information required by Rule 304. (3-31-22) 02. Final Notice. At least twenty-four (24) hours before actual termination, the telephone company will diligently attempt to contact the customer to apprise the customer of the proposed action and the steps the customer must take to avoid or delay termination. This oral notice will contain the same information required by Rule 304. (3-31-22) 03. Additional Notice. If the telephone company has not terminated service within twenty-one (21) days after the proposed termination date as specified in a notice, the telephone company will again provide notice under Rules 303.01 and 303.02 if it still intends to terminate service. (3-31-22) 04. Failure to Pay. No additional notice of termination is required if, upon receipt of a termination notice: (3-31-22) a. The customer makes a payment arrangement and subsequently fails to keep that arrangement; (3-31-22) IDAHO ADMINISTRATIVE CODE IDAPA 31.41.01 Public Utilities Commission Telephone Customer Relations Rules Section 304 Page 12 b. The customer tenders payment with a dishonored check; or (3-31-22) c. Makes an electronic payment drawn on an account with insufficient funds. (3-31-22) 304. CONTENTS OF NOTICE OF INTENT TO TERMINATE LOCAL EXCHANGE SERVICE (RULE 304). 01. Contents of Notice. The written, electronic or oral notice of intent to terminate local exchange service required by Rule 303 will state: (3-31-22) a. The reason(s), citing these rules, why service will be terminated and the proposed date of termination; (3-31-22) b. Actions the customer may take to avoid termination; (3-31-22) c. That a certificate notifying the local exchange company of a serious illness or medical emergency in the household may delay termination under Rule 306; (3-31-22) d. That an informal or formal complaint concerning termination may be filed with the telephone company or the Commission, and that service will not be terminated on grounds relating to the dispute between the customer and telephone company before resolution of the complaint (the Commission’s mailing address, Internet address, and telephone number must be given to the customer); (3-31-22) e. That the telephone company is willing to make payment arrangements (in a written notice this statement must be in bold print); and (3-31-22) f. What amount must be paid in order to avoid termination of local exchange service and that partial payments will be applied toward past due charges for local exchange service first. (3-31-22)