Ala. Admin. Code r. 770-X-5-.10

Current through Register Vol. 42, No. 11, August 30, 2024

Section 770-X-5-.10 - Directory Assistance And Operators

(1) Directory assistance operators shall have access to records of all telephone numbers (except telephone numbers not listed or published at customer request) in the area for which they are responsible for furnishing directory assistance service.

(2) Each telephone utility shall make every effort to list its customers with directory assistance as necessary for the directory assistance operators to provide the requested telephone numbers based on customer names and street addresses, except private listings.

(3) In the event of an error in the listed number of any customer, the telephone utility shall intercept all calls to the listed number for a reasonable period of time provided existing central office equipment will permit and the number is not in service. In the event of an error or omission in the name listing of a customer, such customer's correct name and telephone number shall be in the files of the directory assistance or intercept operators and the correct number furnished the calling party either upon request or interception, at no charge to the requesting party.

(4) Whenever any customer's telephone number is changed after a directory is published, the utility shall intercept all calls to the former number for a reasonable period of time, and give the calling party the new number provided existing central office equipment will permit, and the customer so desires.

(5) When additions or changes in plant or changes to any other utility operations necessitate changing telephone numbers to all groups of customers, reasonable notice shall be given to all customers so affected even though the addition or changes may be coincident with a directory issue.

(6) Suitable practices shall be adopted by each telephone utility concerning the operating methods to be employed by operators with the objective of providing efficient and agreeable service to the customers.

(7) Telephone operators shall be instructed to be courteous, considerate and efficient in the handling of all calls.

(8) All operator-handled calls shall be carefully supervised and disconnects made promptly.

(9) When an operator is notified by a customer that a wrong number has been reached on a direct dialed call, the customer shall be given credit on his/her bill when the claim has been substantiated.

Ala. Admin. Code r. 770-X-5-.10

Effective June, 1968. Amended April 1988. Amended March 1993. Filed with LRS February 5, 2 013. Filed for Codification in the Alabama Administrative Code by the Alabama Public Service Commission on February 5, 2013, pursuant to the Code of Ala. 1975, § 41-22-7.

Author: Alabama Public Service Commission

Statutory Authority:Code of Ala. 1975, § 37-2-3.