Directs telecommunication corporations to provide call center service assistance from centers located within the state

Title of bill

An act to amend the public service law, in relation to utility service call centers

Purpose

This Bill directs telecommunication corporations to provide call center service assistance from centers located within the state and such corporations' service area.

Summary of provisions

Section 1 - renumbers subdivision 11 to subdivision 12 and adds a new subdivision 13 tosection 65 of the public service law, as added by chapter 693 of the laws of 1985.

Section 2 - contains the effective date.

Justification

This will require telecommunication corporations which provide telephone, cable or internet service to provide call center service assistance. These call centers will utilize services located within the state in order to determine customer financial responsibility, processing requests for new or additional services, including emergency service, determining deposit required or bill rate, preparing service orders and obtaining access to businesses and residential properties. These service centers will also provide customer assistance regarding explanation of rates, regulations, policies, procedures, equipment, and common practices. The centers will investigate trouble order forms and initiate high bill investigations, handle payment and other credit arrangements such as obtaining. deposits, financial statements and payments plans referring customers to social service agencies and other assistance programs when applicable. This will provide support for the customers of telephone, cable and/or internet services with clear access to information regarding their service while supporting the service providers with resources to maintain this system through services located within the state.

Prior legislative history

This is a new bill.

Fiscal implications

None.

Effective date

This act shall take effect on the sixtieth day after it shall have become a law; provided, however, that the public service commission is immediately authorized and directed to take any and all actions, including but not limited to the promulgation of any rules or regulations necessary to implement the provisions of this act on such effective date.