Office of the Ohio Consumers' Counsel

Consumers and OCC make impact in review of telephone consumer protections

Action

The Office of the Ohio Consumers' Counsel (OCC) encouraged residential consumers and community organizations to voice their opinions about a proposal that would have scaled back telephone consumer protections. The rules, known as the Minimum Telephone Service Standards, were being reviewed by the Public Utilities Commission of Ohio (PUCO). The PUCO staff recommended changes that would have eroded important safeguards.

Result

Telephone consumer protections adopted by the PUCO considered the concerns of the OCC and consumers. Based on the PUCO's decision, important protections in the Minimum Telephone Service Standards were maintained. Some examples include:

• Prohibiting most telephone companies from disconnecting basic local service if the customer has paid the local portion of the bill

• Ensuring customers have at least 14 days after their account is past due before being disconnected

• Maintaining priority repair lists for customers with medical conditions

• Ensuring customers receive a credit if a telephone company misses a repair appointment even if the company cancels the day before

• Continuing the requirement that telephone companies allow customers to promptly have an option to reach a representative

While the OCC is disappointed that some standards were scaled back (for example, customers will not be entitled to any credits for outages unless they lose service for 72 hours or more), consumers made a positive impact.

Thank you to residential consumers, consumer groups and local public officials for helping the OCC make a difference. For more information on the changes to the Minimum Telephone Service Standards, click here.