Complaint To Telephone Company (Rule 400)

01. Compliant. A customer for service may complain to the telephone company about any deposit or guarantee required as a condition of service, billing, termination of service, quality or availability of service, or any other matter regarding telephone company services, policies or practices for local exchange service, and other services. Complaints to the telephone company may be made orally or in writing. A complaint is considered filed when received by the telephone company. In making a complaint, the customer will state the customer’s name, service address, telephone number and the general nature of the complaint. (3-31-22) 02. Investigation by Utility. The telephone company will promptly, thoroughly and completely IDAHO ADMINISTRATIVE CODE IDAPA 31.41.01 Public Utilities Commission Telephone Customer Relations Rules Section 401 Page 16 investigate the complaint, notify the customer of the results of its investigation and make a good faith attempt to resolve the complaint. The oral or written notification will advise the customer that the customer may request the Commission to review the telephone company’s proposed disposition of the complaint. (3-31-22) 03. Service Maintained. The telephone company will not terminate service based upon the subject matter of the complaint while investigating the complaint or making a good-faith attempt to resolve the complaint. (3-31-22)