Authorized Changes, Complaint Resolution Procedure for Slamming Complaints

(1) Unauthorized Change. An unauthorized change of a customer's primary IXC or LEC shall occur if the IXC or LEC that initiated the change fails to provide the required evidence set forth in M.G.L. c. 93, § 109 and 47 CFR § 64.1120(c) for each and every type of service sold or provides a LOA or TPV that the Department determines was obtained by a carrier's or TPV's mistake, misunderstanding, misrepresentation, false and deceptive business practices, or by any other unfair or unlawful means. (2) Complaint Resolution Procedure. A customer, IXC or LEC may initiate a complaint that a customer's IXC or LEC has been changed without the customer's authorization. Such a complaint must be made to the Consumer Division within 90 days after the date of the notice indicating that the customer's IXC or LEC has been changed. The Department shall investigate such complaint pursuant to the procedures established by M.G.L. c. 93, §§ 108 through 113.