SENATE DOCKET, NO. 683        FILED ON: 1/13/2009

SENATE  .  .  .  .  .  .  .  .  .  .  .  .  .  .  No. 1516

The Commonwealth of Massachusetts

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In the Year Two Thousand Nine

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An Act relative to utility service call centers..

Be it enacted by the Senate and House of Representatives in General Court assembled, and by the authority of the same, as follows:
 

SECTION 1. Chapter 164 of the General Laws, as appearing the in the 2006 Official Edition, is hereby amended by inserting after Section 1H the following new section:-

SECTION 1I. Every distribution company, gas company, and municipal lighting plant shall, using services located within the commonwealth and in their service area, provide call center service assistance for the following services:

(1) Determining customer financial responsibility;

(2) Taking requests for new or additional services, including, but not limited to, emergency service;

(3) Determining deposit required, billing rate, or any other billing related matter;

(4) Preparing meter and service orders and obtaining access to meters;

(5) Explaining company rates, regulations, policies, procedures, equipment, and common practices;

(6) Investigating trouble order forms and initiating high bill investigations;

(7) Handling payment and other credit arrangements such as obtaining deposits, financial statements, and payment plans;

(8) Referring customers to social service agencies and other assistance programs;

SECTION 2. Chapter 159 of the General Laws, as so appearing, is hereby amended by inserting after Section 17 the following new section:-

SECTION 17A. Every telecommunications company, and municipal lighting plant providing telecommunications service shall, using services located within the commonwealth and their in service area, provide call center service assistance for the following services:

(1) Determining customer financial responsibility;

(2) Taking requests for new or additional services, including, but not limited to, emergency service;

(3) Determining deposit required, billing rate, or any other billing related matter;

(4) Preparing meter and service orders and obtaining access to meters;

(5) Explaining company rates, regulations, policies, procedures, equipment, and common practices;

(6) Investigating trouble order forms and initiating high bill investigations;

(7) Handling payment and other credit arrangements such as obtaining deposits, financial statements, and payment plans;

(8) Referring customers to social service agencies and other assistance programs.