| Link-Up America | |
| Prepaid Local Telephone Service | Privacy for 800-900 Numbers |
| Slamming | Universal Service Fund |
“Your Rights As A Customer”
Customer Notices
The following are notices required for inclusion in this telephone directory by the Public Utility Commission of Texas.
Customer Proprietary Network Information (CPNI)
In the normal course of providing your telephone service, Industry Telephone Company maintains certain information about your account. This information, when matched to your name, address, and calling or originating billing telephone number, is known as your customer-specific “Customer Proprietary Network Information,” or CPNI for short. Examples of your CPNI include the type of line you have, technical characteristics (ex. touchtone or rotary service), class of service (business or residence), current telephone charges, long distance and local service billing records, directory assistance charges, usage data and calling patterns.
The Public Utility Commission of Texas (PUC) has adopted a rule which states that, upon your request, we may not use your customer-specific CPNI to market certain telephone services or features to you. In other words, if you request that your CPNI be considered “restricted”, Industry Telephone Company would be prohibited from using your CPNI to market to you certain telephone services for features that may be available to you from other sources. The only exception to the above prohibition is if you, the customer, initiate contact with us and inquire about these services or features.
It is important to note that restricting your customer-specific CPNI will not eliminate all of our marketing communications with you. We may continue to use your customer-specific CPNI to contact you regarding telephone services and features we offer that are not available to you from another source. We may also continue our marketing contacts that are not based on your customer-specific CPNI.
If you wish to have your customer-specific CPNI considered “restricted”, please call our Business Office at (979) 357-4411 or (979) 278-3600 or stop by our office at 17105 Fordtran Blvd (Hwy 159 West), Industry, Texas, and talk to one of our service representatives during our normal business hours. Simply tell us that you wish to restrict the use of your customer-specific CPNI. There will be no charge for restricting your customer information, and the restriction will remain in effect until you notify us otherwise.
| Fraudulent Collect Calls |
A collect call is a telephone call for which you will pay all charges for that telephone call. Customers should be aware that when they receive a collect call, they will be asked to accept or reject this type of call. Unless you are willing to pay those charges, do not accept the phone call.
Industry Telephone Company encourages customers to be certain of the caller’s identification prior to accepting collect calls. If the caller’s identification is not recognized, the customer should reject the call.
Before a collect call is connected you have the right to either accept or decline the charges. You should request the rate and charges of the collect call prior to accepting the charges. Once the collect call has been accepted, you will be billed for all charges connected to that phone call.
If you are billed for a collect call that exceeds a $35 charge for a call less than five minutes in duration, you should contact Industry Telephone Company at:
17105 Fordtran Blvd
P. O. Box 40
Industry, TX 78944
(979) 357-4411 * (979) 278-3600
(888) 212-8872 toll-free
or the Public Utility Commission of Texas at:
PUC – Customer Protection
P. O. Box 13326
Austin, TX 78711-3326
(512) 936-7120
(800) 735-2988 TTY
(888) 782-8477 toll-free
(512) 936-7003 fax
customer@puc.state.tx.us
If you believe you have been billed for unauthorized collect call charges, the particular call or calls in question may be deducted from the bill upon notification to Industry Telephone Company, until the charges have been verified or adjusted. The balance of the bill is due and payable by the due date.
The Public Utility Commission of Texas has directed telecommunications providers to provide this notice to customers regarding your rights when accepting collect calls as there have been instances where collect calls have been placed for fraudulent reason. The company is required to monitor customer calls based on fraudulent collect calls. Therefore, if you believe to have been victimized by such practices, you are encouraged to report it.
Lifeline Telephone Service
| Lifeline Service Program |
Lifeline Service Program reduces monthly rates for basic local telephone service by as much as $ 12.19 per month. Customers who receive benefits through the Texas Department of Human Services (TDHS) from the following programs qualify for Lifeline Assistance and may be automatically enrolled in the Lifeline Program: Food Stamps, Medicaid, and Supplemental Security Income. In addition, customers may also self-certify eligibility if they are recipients of: Federal Public Housing Assistance, Low Income Energy Assistance Program, or have a maximum income level of 125% of the federal poverty level.
For eligible customers, the discount will apply only to basic telephone service. This discount does not prevent you from subscribing to optional telephone services such as Custom Calling Features (i.e. Call Waiting, Caller ID); however, the discount rate does not apply to these services or any other charges.
| Link-Up America |
Link-Up America is an assistance program designed to assist qualifying consumers in reducing the charges for initial installation of telephone service. Those qualifying for Link-Up will be given a 50% discount on service charges up to $30.00 for installation of new service to the customer’s residence. If you do not have a telephone or if someone you know does not currently have telephone service, please contact Industry Telephone Company for information on discounts available on service connection charges under the Link-Up America Program.
If you think you may qualify for these Lifeline Discounts or if you know someone who may qualify, please call our Business Office at (979) 357-4411 or (979) 278-3600 or stop by our office at 17105 Fordtran Blvd (Hwy 159 West), Industry, Texas, and talk to one of our service representatives during normal business hours.
| Prepaid Local Telephone Service |
Industry Telephone Company offers Prepaid Local Telephone Service (PLTS), which gives eligible customers an opportunity to manage outstanding telephone balances. PLTS is available as a one-time option for eligible customers. If you are a residential customer whose service has been suspended or disconnected for non-payment of charges, and you have never received PLTS from Industry Telephone Company, you can subscribe to PLTS.
PLTS customers receive flat rate basic local telephone service with touch tone, access to 911, access to Industry Telephone Company’s repair and business services offices, a white pages directory listing or non-published service if requested and toll blocking. The charges for these services will be at Industry Telephone Company’s tariffed rates. Applicable surcharges or fees must also be paid. Normal service connection and restoral fees may apply. PLTS customers must make an advance payment for up to two months of PLTS service and any applicable service charges. Subsequent payments are billed one month in advance, and must be paid by the due date.
PLTS does not include long distance calling, collect calling, access to directory assistance, or access to usage sensitive services such as call return, call trace and auto redial. Other services provided by Industry Telephone Company are not available to PLTS customers.
PLTS service will be disconnected immediately without notice for violation of the PLT requirements and the customer will not be eligible for PLTS service again with Industry Telephone Company.
A PLTS customer can return to basic local telephone service when the customer has a zero balance on the PLTS account and has paid all outstanding debt owed to Industry Telephone Company, including toll charges.
Eligible customers may subscribe to PLTS, or obtain more information, by contacting the Industry Telephone Company Business Office at (979) 357-4411 or 278-3600 during normal business hours.
| Privacy for 800-900 Numbers |
Per-line or per-call blocking does not prevent transmission of your telephone number when you call a Company using an 800, 888, 877 or 900 number. Therefore, your number may be available to that Company’s service representative before your call is answered.
Selecting A Telecommunications Carrier – Charges On Your Telephone Bill
Slamming & Cramming – Your Rights As A Customer
| Slamming |
The Public Utility Commission of Texas has directed each telecommunications utility to provide this notice to customers regarding your rights when selecting a telecommunications utility. Telecommunications utilities (telephone companies) re prohibited by law from switching you from one telephone service provider to another without your authorization, a practice commonly known as “slamming”
If you are slammed, you should contact your new provider – the telephone Company that switched you without authorization – and request that it return you to your original telephone service provider.
Texas law requires a local or long distance telephone service provider (telephone company) that has slammed you to do the following:
• Pay all the usual and customary charges associated with returning you to your original telephone Company within five business days of your request to be returned to your original telephone Company.
• Provide all billing records to your original telephone Company within 10 business days of your request to be returned to your original telephone Company.
• Pay the original telephone Company the amount you would have paid to your original telephone Company if you had not been slammed.
• Refund to you, within 30 business days, any amount you paid for charges during the first 30 days after the slam, and any amount more than what you would have paid for identical services by your original telephone Company after the first 30 days following the slam.
Please note that once your original telephone Company has been paid by the slamming Company, your original telephone Company is required by law to provide you with all the benefits (e.g., frequent flyer miles) you would have normally received for your telephone use during the period in which you were slammed.
If you have been slammed, you can change your service immediately back to your original provider by calling your local telephone company. You should also report the slam by writing or calling the Public Utility Commission of Texas, P. O. Box 13326, Austin, Texas 78711-3326, (512) 936-7120 or toll-free (888) 782-8477, fax: (512) 936-7003, e-mail address: customer@puc.state.tx.us. Hearing and speech-impaired individuals with text telephones (TTY) may contact the commission at (512) 936-7136.
Complaints relating to slamming, the unauthorized change in a customer’s telephone Company, are investigated by the Public Utility Commission of Texas. If a telephone Company slams you and fails to resolve your request to be returned to your original local or long distance telecommunications service provider as required by law, or if you would like a complaint history for a particular telephone Company, please write or call the Public Utility Commission of Texas, P. O. Box 13326, Austin, Texas 78711-3326, (512) 936-7120 or in Texas toll-free (888) 782-8477. Hearing and speech-impaired individuals with text telephones (TTY) may contact the commission at (512) 936-7136.
You can prevent slamming by requesting a preferred telephone company freeze from Industry Telephone Company. With a freeze in place, you must give formal consent to “lift” the freeze before your phone service can be changed. A freeze may apply to local toll service, long distance service, or both. The Public Utility Commission of Texas can give you more information about freezes and your rights as a customer. For additional information, contact the Industry Telephone Company Business Office at (979) 357-4411 or 278-3600 during normal business hours.
| Cramming |
Placing charges on your phone bill for products or services without your authorization is known as “cramming” and is prohibited by law. Your telephone Company may be providing billing services for other companies, so other companies’ charges may appear on your telephone bill.
If you believe you were “crammed,” you should contact the telephone Company that bills you for your telephone service and request that it take corrective action. The Public Utility Commission of Texas requires the billing telephone Company to do the following within 45 days of when it learns of the unauthorized charge:
• Notify the service provider to cease charging you for the unauthorized product or service;
• remove any unauthorized charge from your bill;
• refund or credit all money to you that you have paid for an unauthorized charge; and
• on your request, provide you with all billing records related to any unauthorized charge within 15 business days after the charge is removed from your telephone bill.
If the Company fails to resolve your request, or if your would like to file a complaint, please write or call the Public Utility Commission of Texas, P. O. Box 13326, Austin, Texas 78711-3326, (512) 936-7120 or toll-free in Texas (888) 782-8477. Hearing and speech-impaired individuals with text-telephones (TTY) may contact the commission at (512) 936-7136.
Your phone service cannot be disconnected for disputing or refusing to pay unauthorized charges. You may have additional rights under state and federal law. Please contact the Federal Communications Commission, the Attorney General of Texas or the Public Utility Commission of Texas if you would like further information about possible additional rights.
Specialized Telecommunications Assistance Program
The Specialized Telecommunications Assistance Program (STAP) provides financial assistance to help Texas residents with disabilities purchase basic specialized equipment or services needed to access the telephone network. For more information, contact the Texas Commission for the Deaf and Hard of Hearing at (512) 407-3250 (Voice) or (512) 407-3251 (TTY) or
www.tcdhh.state.tx.us. This program is open to all individuals who are residents of Texas and have a disability.
| Universal Service Fund |
You may notice a charge called “Texas Universal Service” that pays for the Texas Universal Service Fund. This fund was created by the State of Texas to help pay for low income customers and customers in high cost rural areas and to serve customers with disabilities. This charge is approximately 3.60 percent of your bill and is being offset by reductions in in-state long distance charges. If you have any questions about this charge or how it is calculated, please call Industry Telephone Company.
