Bill S75-2011

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.

Details

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

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.


Text

STATE OF NEW YORK ________________________________________________________________________ 75 2011-2012 Regular Sessions IN 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;
(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
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.

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