Billing Procedures

Bills will be rendered monthly and will show the essential facts upon which the bill is based. The bill will include the following information:
      Name and telephone number to which the service is billed;
      The beginning and ending dates of the billing period and the basic rate schedule
            designation;
      The net amount of all payments and other credits made to the account during the billing
      period;
      Any previous balance due;
      The amount of any “late payment charge” and an explanation of when it will apply;
      The date the bill was mailed;
      The date the bill is due;

A list of all charges or credits, if applicable, including:
      · deposit installments;
      · deposit refunds;
      · taxes, listed by kind;
      · charges for other utility services;
      · charges for other non-utility merchandise, service or equipment;
      · basic service;
      · federal and user common line charge;
      · mileage charges;
      · equipment;
      · custom calling services;
      · for each toll call, the amount, date, destination, duration and rate period, and
      · for toll calls that are collect or calls billed to a third number, the points of origin.

The Company uses industry-specific abbreviations for terms that explain the billing and it will identify them on the bill; and

A statement that the customer may contact the Company about any problem with billing or service, or for a delayed payment agreement. The Statement will include an address and telephone number where customers can call the Company without charge.

General Information About Billing

If the Company discovers a billing error, it will promptly notify customers who may be affected. A bill sent by mail shall not be mailed later than the date indicated on the bill. For Arkansas customers, the due date of the bill shall be twenty-two (22) calendar days after the mail date indicated on the bill. Bills are considered delinquent after the due date of the bill and service may be suspended after receipt of a shut-off notice.

Deposit Refund

If a residential customer has paid all bills by the due date for the last 12 months, the Company will promptly refund the deposit. The Company is not required to refund deposits on business or commercial accounts until the account is closed. Refunds may be made through a credit on the next billing cycle.

Deposit Requirements

A deposit may be required from applicants for service or from existing customers, to guarantee payment for the service. The amount of a deposit for applicants will not usually exceed one estimated bill for local exchange service and toll charges for two normal billing periods. Interest at a rate established by the APSC and OCC will be paid by the Company on all deposits made for the purpose of establishing credit. Applicants may pay the deposit in two installments – one-half before receiving service and one-half before the due date of the first bill.

Installation

Installation rates will vary with the needs of your service. There are many steps involved in installing your phone service, but not every customer needs each step. The amount of work needed to install phone service for you will depend on the type of facilities and service you want.

Medical Need For Service (Residential Only)

The Company will honor a physician’s certificate attesting that a residential customer or any other permanent resident of the household has a serious medical condition. The certificate must clearly state that the suspension of Company service would give rise to a substantial risk of death or would gravely impair the health of the customer or another permanent household resident.

A physician, nurse, nurse practitioner, physician’s assistant or public or private agency providing physical or mental health care services may notify the Company in person, by telephone, or by letter, that the serious medical condition exists. When the Company is notified, it will inform the health care professional that a physician’s certificate is required within seven (7) days. The utility may verify notice given by telephone. When notified by a medical provide, the Company will postpone suspension or reconnect service that has been suspended for 30 days or less. The Company will not be required to continue to provide service for longer than 30 days unless the medical certificate is renewed.

A customer may renew a certificate one time for up to an additional 30 days. The certificate must be renewed by the customer before the 30 time period expires. To renew a current certificate, the customer must provide a new certificate from the physician. The Company is not required to accept more than one physician’s certificate per household each year. A renewal of a certificate is not a second certificate.

Payments

Overpayments

Overpayments shall be credited to the customer’s account unless the customer requests otherwise. When a customer notifies the Company that he has overpaid his account and requests a refund of the overpayment, the Company will refund the amount of the overpayment within 30 days.

Method of Payments

Customers may pay bills in any reasonable manner, including cash or check payable to the Company. The Company may refuse to accept payment by check if the customer has given the Company two (2) checks that were returned unpaid for reasons other than bank error in the last 12 months. The Company may refuse to take a second check for the same bill if the first check was returned unpaid for reasons other than bank error.

Return Checks

The Company may charge a Commission-approved fee for handling a check that is returned unpaid for reasons other than bank error. The amount of the returned check charge is set forth in the Company tariff schedule of charges related to customer activity.

Establishing or Transferring Service

To establish or to transfer new residential or business phone service, call or visit your local service office. To enable us to process your order to establish phone service, we will need to know your complete address and how you want to be listed in the directory. We also need to know about previous telephone service in your name, and other credit information. We will ask for identification and a number where you can be reached either at work through a friend or relative until your service is established. Reduced Rates are available for qualifying low-income customers.

Customer Requested Stop Service

A customer who wants to stop service must tell the Company at least five (5) days before the requested disconnection date. The minimum five (5) day notice period begins: on the day the customer telephones the Company when the customer personally informs the local business office, or three (3) business days after the customer has mailed the notice to the Company.

Suspension of Service

The Company will notify a customer in writing five (5) calendar days before it suspends service, unless otherwise authorized as explained below. If the Company mails the notice, the five (5) days begins three (3) calendar days after the date of the notice is placed in the U.S. mail. The Company must send the notice to the customer’s last known address by first class mail.

The Company will reconnect the service at the request of the customer if all reasons for suspension have been eliminated. The Company will reconnect service in the normal course of business when suspension was the fault of the customer. The Company will reconnect service immediately if suspension was the Company’s fault. The Company may require payment of any Commission-approved collection, late charge, or reconnection fees before reconnection of service if suspension followed all applicable Commission Rules.

Lifeline Information (Residential Only)

The Low-Income Telephone Program provides discounts of up to $9.15 off of the monthly local usage for eligible customers. For more information call our office at 674-2211 or print out a Lifeline Application now.

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