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RULE §26.21 General Provisions of Customer Service and Protection Rules

Published: 2015

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(a) Purpose. The purpose of the rules in this subchapter is
to ensure certain customer protections in the provision of local telecommunications
service by certificated telecommunications utilities (CTUs) and to establish
minimum customer service standards that a CTU shall meet in providing telecommunications
service to the public. Nothing in these rules should be interpreted as preventing
a CTU from adopting stronger customer protection policies for all customers
or for differing groups of customers, as long as those policies do not violate
the prohibitions against discrimination in subsection (b) of this section.

(b) Prohibition against discrimination.
  (1) This subchapter prohibits CTUs from discrimination based
on race, nationality, color, religion, sex, marital status, income level,
source of income, and from unreasonable discrimination on the basis of geographic
  (2) CTUs shall establish an anti-discrimination policy and
shall maintain all appropriate information needed to demonstrate compliance.

  (3) Upon request by a customer or the commission, a CTU shall
provide its anti-discrimination policy and all information necessary to demonstrate
compliance with anti-discrimination requirements.
(c) Other prohibitions. No CTU shall engage in any fraudulent,
unfair, misleading, deceptive, or anti-competitive practice.
(d) Protections. All customer protections and disclosures established
by the Fair Credit Reporting Act (15 U.S.C. §§1681,
et seq. ) and the Truth in Lending Act (15 U.S.C. §§1601, et seq. ) are applicable where appropriate whether
or not explicitly stated in the rules.
(e) Definitions. The following words and terms when used in
this subchapter shall have the following meanings, unless the context indicates
  (1) Applicant--A person who applies for service for the first
time or reapplies after disconnection of service.
  (2) Customer--A person who is currently receiving service from
a CTU in the person's own name or the name of the person's spouse.
  (3) Days--Refers to calendar days.
  (4) In writing--Written words memorialized on paper or sent

Source Note: The provisions of this §26.21 adopted to be effective December 27, 2000, 25 TexReg 12653