S75-2011 - NY Senate Open Legislation - Directs telecommunication and cable corporations to provide call center service assistance from centers located within the state

Directs telecommunications and cable corporations to provide call center service assistance from centers located within the state and such corporations' service areas; includes a list of what services must be provided.

Sponsor: PERALTA

Co-sponsor(s): ADDABBO, AVELLA, CARLUCCI, PARKER, RIVERA

Committee: RULES
Law Section: Public Service Law
Law: Amd S65, Pub Serv L; add S394-f, Gen Bus L

S75-2011 Actions

Mar 12, 2012: COMMITTEE DISCHARGED AND COMMITTED TO RULES
Mar 8, 2012: NOTICE OF COMMITTEE CONSIDERATION - REQUESTED
Jan 4, 2012: REFERRED TO ENERGY AND TELECOMMUNICATIONS
Jan 5, 2011: REFERRED TO ENERGY AND TELECOMMUNICATIONS

S75-2011 Memo

BILL NUMBER:S75

TITLE OF BILL:
An act
to amend the public service law and the general business law,
in relation to telecommunications and cable 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 12 and adds a new subdivision 13 to
subdivision 11 of section 65 of the public service law, as added by
chapter 693 of the laws of 1985.

Section 2 shall contain the same provisions as section 1, however
shall also apply to cable companies. This section also 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.

LEGISLATIVE HISTORY:
2010: S.7967/A.4872-C (Senate Energy and Telecommunications)
05/14/08 Referred to Corporations, Authorities and Commissions

FISCAL IMPLICATIONS:
None.

EFFECTIVE DATE:
This act shall take effect on the thirtieth day after it shall have
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.

S75-2011 Text


                      S T A T E   O F   N E W   Y O R K
  ________________________________________________________________________

                                     75

                         2011-2012 Regular Sessions

                              I N  SENATE

                                 (PREFILED)

                               January 5, 2011
                                 ___________

  Introduced  by  Sen. PERALTA -- read twice and ordered printed, and when
    printed to be committed to the Committee on  Energy  and  Telecommuni-
    cations

  AN  ACT to amend the public service law and the general business law, in
    relation to telecommunications and cable call centers

    THE PEOPLE OF THE STATE OF NEW YORK, REPRESENTED IN SENATE AND  ASSEM-
  BLY, DO ENACT AS FOLLOWS:


    Section 1. Section 65 of the public service law is amended by adding a
  new subdivision 14 to read as follows:

    14.  (A)  EVERY  TELECOMMUNICATION  CORPORATION AND THEIR SUBSIDIARIES
  FURNISHING TRADITIONAL LANDLINE TELEPHONE SERVICE, FIBER OPTIC  SERVICE,
  VOICE  OVER  INTERNET  PROTOCOL (VOIP), DATA CIRCUITS, CABLE OR INTERNET
  SERVICES SHALL PROVIDE CALL CENTER SERVICE ASSISTANCE INCLUDING, BUT NOT
  LIMITED TO OPERATOR SERVICES,  DIRECTORY  ASSISTANCE  BUREAUS  AND  CALL
  COMPLETION SERVICES FOR THE FOLLOWING:

    (1) DETERMINING CUSTOMER FINANCIAL RESPONSIBILITY;
    (2) TAKING REQUESTS FOR NEW OR ADDITIONAL SERVICES, INCLUDING, BUT NOT
  LIMITED TO, EMERGENCY SERVICE, COMPLETING ASSISTANCE WITH DIALING, USING
  CALLING CARDS, CONNECTING COLLECT CALLS, BUSY LINE VERIFICATION OR RELAY
  CENTERS FOR THE HEARING IMPAIRED, PROVIDING REQUESTED LOCAL AND NATIONAL
  TELEPHONE  NUMBERS,  REVERSE NUMBER SEARCHES AND TAKING REQUESTS FOR AND
  COMPLETING THE PUBLISHING AND NON-PUBLISHING OF A TELEPHONE NUMBER,  AND
  PROVIDING ASSISTANCE TO PAYPHONE CUSTOMERS;
    (3) DETERMINING DEPOSIT REQUIRED OR BILLING RATE;
    (4)  PREPARING  INSTALLATION  AND  REPAIR SERVICE ORDERS AND OBTAINING
  ACCESS TO SUBSCRIBER'S PREMISES;
    (5)  EXPLAINING  COMPANY  RATES,  REGULATIONS,  POLICIES,  PROCEDURES,
  EQUIPMENT AND COMMON PRACTICES;
    (6)  INVESTIGATING TROUBLE ORDER FORMS AND INITIATING HIGH BILL INVES-
  TIGATIONS;

   EXPLANATION--Matter in ITALICS (underscored) is new; matter in brackets
                        [ ] is old law to be omitted.
                                                             LBD03359-01-1

 S. 75                               2

    (7) HANDLING PAYMENT AND OTHER CREDIT ARRANGEMENTS SUCH  AS  OBTAINING
  DEPOSITS, FINANCIAL STATEMENTS AND PAYMENT PLANS; AND
    (8) AIDING CUSTOMERS WITH INTERNAL ASSISTANCE PROGRAMS.
    (B)  NO  TELECOMMUNICATION  CORPORATION  SHALL  CLOSE A CALL CENTER OR
  OTHER FACILITY PROVIDING THE CUSTOMER ASSISTANCE SET FORTH IN  PARAGRAPH
  (A)  OF THIS SUBDIVISION OR RELOCATE SUCH CUSTOMER ASSISTANCE TO ANOTHER
  AREA OF THIS STATE OR OUTSIDE OF THIS STATE WITHOUT NOTICE  AND  HEARING
  BEFORE  THE  COMMISSION.  HOWEVER,  AT NO TIME SHALL A TELECOMMUNICATION
  CORPORATION PERMANENTLY TRANSFER MORE THAN .7 PERCENT OF JOBS  FROM  ANY
  CALL  CENTER DESCRIBED ABOVE TO ANOTHER AREA OF THIS STATE OR OUTSIDE OF
  THE STATE AND A VALID  COLLECTIVE  BARGAINING  AGREEMENT  OR  EMPLOYMENT
  CONTRACT THAT GOVERNS PERMANENT TRANSFER PERCENTAGES OF CALL CENTER JOBS
  SHALL SUPERSEDE THE .7 PERCENT JOB TRANSFER RATE DESCRIBED ABOVE.
    (C) THIS SUBDIVISION SHALL NOT APPLY TO THE COLLECTION OF DEBT WHEREBY
  UTILITY  COMPANY  POLICY SUCH DEBT IS DIRECTED TO A COLLECTION AGENCY OR
  SIMILAR SERVICE COMPANIES OR WHERE THE ATTENDANCE OF CALL CENTER EMPLOY-
  EES IS LESS THAN NINETY PERCENT IN ANY GIVEN MONTH, THIS  SECTION  SHALL
  NOT  APPLY FOR THE FOLLOWING MONTH. ATTENDANCE FOR THIS SECTION SHALL BE
  DEFINED WHEN AN EMPLOYEE IS EXPECTED TO REPORT TO WORK AS SCHEDULED.  IF
  A COLLECTIVE BARGAINING AGREEMENT OR EMPLOYMENT CONTRACT DEFINES ATTEND-
  ANCE THEN THAT SHALL SUPERSEDE THE DEFINITION ABOVE. IF ATTENDANCE FALLS
  BELOW  NINETY  PERCENT  AS  A DIRECT RESULT OF THE CORPORATION THEN THIS
  SECTION SHALL APPLY.
    S 2. The general business law is amended by adding a new section 394-f
  to read as follows:

    S 394-F. CABLE COMPANY CALL CENTERS. (A) EVERY CABLE  CORPORATION  AND
  THEIR  SUBSIDIARIES  FURNISHING  TRADITIONAL LANDLINE TELEPHONE SERVICE,
  FIBER OPTIC SERVICE, VOICE OVER INTERNET PROTOCOL (VOIP), DATA CIRCUITS,
  CABLE OR INTERNET SERVICES SHALL PROVIDE CALL CENTER SERVICE  ASSISTANCE
  INCLUDING,  BUT  NOT  LIMITED  TO OPERATOR SERVICES, DIRECTOR ASSISTANCE
  BUREAUS AND CALL COMPLETION SERVICES FOR THE FOLLOWING:

    (1) DETERMINING CUSTOMER FINANCIAL RESPONSIBILITY;
    (2) TAKING REQUESTS FOR NEW OR ADDITIONAL SERVICES, INCLUDING, BUT NOT
  LIMITED TO, EMERGENCY SERVICE, COMPLETING ASSISTANCE WITH DIALING, USING
  CALLING CARDS, CONNECTING COLLECT CALLS, BUSY LINE VERIFICATION OR RELAY
  CENTERS FOR THE HEARING IMPAIRED, PROVIDING REQUESTED LOCAL AND NATIONAL
  TELEPHONE NUMBERS, REVERSE NUMBER SEARCHES AND TAKING REQUESTS  FOR  AND
  COMPLETING  THE PUBLISHING AND NON-PUBLISHING OF A TELEPHONE NUMBER, AND
  PROVIDING ASSISTANCE TO PAYPHONE CUSTOMERS;
    (3) DETERMINING DEPOSIT REQUIRED OR BILLING RATE;
    (4) PREPARING INSTALLATION AND REPAIR  SERVICE  ORDERS  AND  OBTAINING
  ACCESS TO SUBSCRIBER'S PREMISES;
    (5)  EXPLAINING  COMPANY  RATES,  REGULATIONS,  POLICIES,  PROCEDURES,
  EQUIPMENT AND COMMON PRACTICES;
    (6) INVESTIGATING TROUBLE ORDER FORMS AND INITIATING HIGH BILL  INVES-
  TIGATIONS;
    (7)  HANDLING  PAYMENT AND OTHER CREDIT ARRANGEMENTS SUCH AS OBTAINING
  DEPOSITS, FINANCIAL STATEMENTS AND PAYMENT PLANS; AND
    (8) AIDING CUSTOMERS WITH INTERNAL ASSISTANCE PROGRAMS.
    (B) NO CABLE CORPORATION SHALL CLOSE A CALL CENTER OR  OTHER  FACILITY
  PROVIDING  THE  CUSTOMER ASSISTANCE SET FORTH IN SUBDIVISION (A) OF THIS
  SECTION OR RELOCATE SUCH CUSTOMER ASSISTANCE TO ANOTHER AREA OF NEW YORK
  STATE OR OUTSIDE OF THIS STATE WITHOUT NOTICE  AND  HEARING  BEFORE  THE
  COMMISSION.  HOWEVER,  AT  NO TIME SHALL A CABLE CORPORATION PERMANENTLY
  TRANSFER MORE THAN .7 PERCENT OF JOBS FROM  ANY  CALL  CENTER  DESCRIBED
  ABOVE  TO ANOTHER AREA OF THIS STATE OR OUTSIDE OF THE STATE AND A VALID

 S. 75                               3

  COLLECTIVE BARGAINING AGREEMENT  OR  EMPLOYMENT  CONTRACT  THAT  GOVERNS
  PERMANENT  TRANSFER  PERCENTAGES OF CALL CENTER JOBS SHALL SUPERSEDE THE
  .7 PERCENT JOB TRANSFER RATE DESCRIBED ABOVE.
    (C) THIS SUBDIVISION SHALL NOT APPLY TO THE COLLECTION OF DEBT WHEREBY
  UTILITY  COMPANY  POLICY SUCH DEBT IS DIRECTED TO A COLLECTION AGENCY OR
  SIMILAR SERVICE COMPANIES OR WHERE THE ATTENDANCE OF CALL CENTER EMPLOY-
  EES IS LESS THAN NINETY PERCENT IN ANY GIVEN MONTH  THIS  SECTION  SHALL
  NOT  APPLY FOR THE FOLLOWING MONTH. ATTENDANCE FOR THIS SECTION SHALL BE
  DEFINED WHEN AN EMPLOYEE IS EXPECTED TO REPORT TO WORK AS SCHEDULED.  IF
  A COLLECTIVE BARGAINING AGREEMENT OR EMPLOYMENT CONTRACT DEFINES ATTEND-
  ANCE THEN THAT SHALL SUPERSEDE THE DEFINITION ABOVE. IF ATTENDANCE FALLS
  BELOW  NINETY  PERCENT  AS  A DIRECT RESULT OF THE CORPORATION THEN THIS
  SECTION SHALL APPLY.
    S 3. This act shall take effect on the thirtieth 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  regu-
  lations necessary to implement the provisions of this act on such effec-
  tive date.

Open Legislation comments facilitate discussion of New York State legislation. All comments are subject to moderation. Comments deemed off-topic, commercial, campaign-related, self-promotional; or that contain profanity or hate speech; or that links to sites outside of the nysenate.gov domain are not permitted, and will not be published. Comment moderation is generally performed Monday through Friday.

*By contributing or voting you agree to the Terms of Participation and Privacy Policy and verify you are over 13.

S75-2011: Directs telecommunication and cable corporations to provide call center service assistance from centers located within the state

S75-2011 Actions

S75-2011 Memo

S75-2011 Text

Discuss!