About My Telephone Bill
What information must be on my bill?
The bill must include the name of the service provider associated with each charge clearly and conspicuously identified and where charges for two or more companies appear on the same bill, the charges must be separated by service provider. In addition, the bill must:
- Include brief, clear, non-misleading, plain language description of each service for which a charge is included.
- Clearly delineate the amount or the percentage rate and basis of any tax assessed by a local jurisdiction.
- Clearly and conspicuously identify any change in service provider, including identification of charges from any new service provider.
- Include a due date that is a minimum of 15 days from the date of mailing
Can I change my bill’s due date?
Upon your showing of good cause, the company must allow you to pay by a date that is not the normally designated payment date; good cause can be to parallel receipt of income. The company can refuse to change the due date if your requested due date is beyond the next normally scheduled payment or due date.
How do I dispute a bill?
Contact the company and try to resolve the complaint with them. You must be allowed to speak to a supervisor. If you cannot get your dispute resolved with the company, contact the UTC.
How can I learn more about the rates my company charges?
Not all local phone companies are rate-regulated by the UTC; the commission doesn’t regulate long distance rates. Companies are required to post their tariff (a document outlining rates, terms and conditions for providing service) or price list to their website. You may also review company tariffs at the UTC in Olympia or request that a copy be mailed to you. Unless the tariff is unusually large, there is no charge for this mailing.
How is my phone rate determined?
Many factors contribute to the cost of telecommunications services, including equipment, repair and administrative costs, employee wages, taxes and compliance with local regulations. When any of these costs increase, a company may seek approval from the UTC for a rate increase.
How will I know if my company is proposing a rate increase?
Your phone company is required to inform all customers of proposed rate hikes before they go into effect. For rates that must be approved by the UTC, customers may comment in writing about any proposed rate increase or in person at public meetings.
What can I do if I think my company raised my rates without proper notice?
If you feel your rates were increased without proper notification, speak with the company supervisor. For more information read Customer Notice Requirements. If you are still dissatisfied, contact the UTC.
How can I get more information about a pending rate increase?
Call the UTC’s Consumer Protection Help Line for information about participating in the rate-setting process. You may also request that your name be placed on an “interested persons” mailing list so that you are notified of any hearings regarding changes to your company’s rates.
How does the UTC decide whether to approve a rate change?
UTC staff examine all rate increase proposals to see if the request is fair, just, reasonable and sufficient. This review includes an audit of the company’s expenses and verification of the quality of service provided. Comments from the public are also considered. After this review, UTC staff make recommendations to the three-member commission at a public hearing at which customers are allowed to speak on the proposal. The UTC may choose to approve changes proposed by a company, grant lower or higher rates, or postpone the rate increase for further investigation.
Back Billing
Can the company back bill me for past charges?
Yes. Companies must charge the rates that have been approved in their tariff. Regulated utilities are allowed to recover any valid costs and expenses.
What are my rights regarding a back bill?
Companies are required to allow a customer to pay a back bill over the same amount of time that it took to accrue the amount in the back bill. For example, if you receive a back bill to correct 12 months of incorrect bills, you must be given payment arrangements over a 12-month period.
Deposits
When must I pay a deposit for service?
Generally, if you have good credit, you will not have to pay a deposit. If you do not have a satisfactory credit rating, you might be required to pay a deposit before service begins. Examples of conditions that might require a deposit include:
- You received two or more delinquency notices for basic phone service during the last 12-month period with the company or any other telecommunications company.
- Your phone service has been disconnected by any telecommunications company.
- You have an overdue balance owed to any telecommunications company.
How much will my deposit be?
Generally, your deposit will be about two times the monthly bill. Telephone companies base this amount on your local and long-distance bills.
When is my deposit due?
Half of the deposit is due prior to service being connected, with the balance due in two monthly installments.
What if I cannot afford a deposit?
Ask your phone company for other options. For example, another person (they must be a customer of the same phone company) with good credit may be willing to act as a co-signer for your account. Or you can receive limited service (such as no long distance) during the time that your credit is being established.
When will I get my deposit back?
Once your deposit is paid in full, your deposit will be refunded after you pay your bill in a prompt and satisfactory manner for 12 consecutive months, meaning you’ve not been sent a disconnect notice for non-payment and you’ve received no more than two disconnect notices in the last 12 months.
Disconnections
Can my service be disconnected without my permission?
Yes, if you do not pay bills on time, if you fail to make a required deposit payment, or if you begin service under false or illegal pretenses such as using another person’s name.
Can a company disconnect my service while I am disputing the bill?
As long as you pay undisputed portions of your bill, a company may not disconnect or restrict your phone service if you’re disputing the bill with it or if the UTC is investigating your claim. There are exclusions to that for long distance billing.
Must a company notify me before it disconnects my service?
Yes. Before disconnection, you should receive at least one written notice accurately stating the amounts owed and detailing the process that needs to be followed to avoid disconnection. A company seeking disconnection must also attempt additional contacts either by telephone or by another written notice. Written notices can either be mailed, electronically delivered (e-mail), or hand-delivered.
Are there any exceptions to the notification requirement?
Yes, if you paid a delinquent balance in response to a disconnect notice with a payment that is dishonored or if you failed to keep a payment arrangement made to keep service from being disconnected for non-payment.
May a company charge to reconnect my service?
Yes. Phone companies can charge reconnection fees. The amount varies from company to company.
Can the phone disconnect my service if I have a medical emergency?
The company must postpone disconnection of service for a grace period of five business days to allow you time to submit a medical emergency certificate from your doctor, pay a minimum of 25 percent of the delinquent balance, and make arrangements on the balance due. You should contact your phone company to let it know of a medical condition of a resident in the household. If you need help, contact the UTC.
Reconnection or Starting Service
May a company refuse to provide me service for having an unpaid bill?
Phone companies may refuse service but must offer you at least one chance to pay the amount owed over time. Failure to pay for long-distance calls and other charges unrelated to basic local phone service is not grounds for disconnection.
If I don’t owe a company anything, can I still be denied service?
A company can deny service if you live outside its service territory. If you need to have new lines installed, a telephone company requires that you have secured right-of-way access and that installation of lines doesn’t pose any hazard to the installer. You may be responsible for costs associated with bringing phone service to your home or business.
Service Complaints
What are some examples of service-related complaints?
Some examples include the delay of new service, missed appointments, intermittent service, out of service, unreliable service and refusal of service.
What should I do if I have a service issue with my phone company?
You should first contact your company and ask them to investigate your complaint. If you are not satisfied with their response, escalate your complaint by requesting to speak with a company supervisor. If you are still not satisfied, you may file a complaint with the UTC.