HOUSE DOCKET, NO. 3538        FILED ON: 3/13/2013

HOUSE  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  No. 3385


The Commonwealth of Massachusetts



Michael A. Costello


To the Honorable Senate and House of Representatives of the Commonwealth of Massachusetts in General
Court assembled:

The undersigned legislators and/or citizens respectfully petition for the adoption of the accompanying bill:

An Act relative to incumbent local exchange carriers.






Date Added:

Michael A. Costello

1st Essex


Secretary of State William Francis Galvin

State House  Boston, MA 02113


Walter F. Timilty

7th Norfolk


Barry R. Finegold

Second Essex and Middlesex


Colleen M. Garry

36th Middlesex


Bruce J. Ayers

1st Norfolk


Kevin J. Murphy

18th Middlesex


Marc R. Pacheco

First Plymouth and Bristol


Diana DiZoglio

14th Essex


Paul W. Mark

2nd Berkshire


David M. Nangle

17th Middlesex


Marc T. Lombardo

22nd Middlesex


Lori A. Ehrlich

8th Essex


James J. Lyons, Jr.

18th Essex


Tackey Chan

2nd Norfolk


Robert M. Koczera

11th Bristol


Kathleen O'Connor Ives

First Essex


Linda Campbell

15th Essex


Kenneth J. Donnelly

Fourth Middlesex


Frank A. Moran

17th Essex


Edward F. Coppinger

10th Suffolk


Paul McMurtry

11th Norfolk


Josh S. Cutler

6th Plymouth


Michael O. Moore

Second Worcester


Michael F. Rush

Norfolk and Suffolk


James M. Cantwell

4th Plymouth


John J. Mahoney

13th Worcester


Michael D. Brady

9th Plymouth


John J. Lawn, Jr.

10th Middlesex


James E. Timilty

Bristol and Norfolk


James J. O'Day

14th Worcester


Steven M. Walsh

11th Essex


Martin J. Walsh

13th Suffolk


Thomas M. McGee

Third Essex


Katherine M. Clark

Fifth Middlesex


Denise Andrews

2nd Franklin


Nick Collins

4th Suffolk


Thomas A. Golden, Jr.

16th Middlesex


Robert F. Fennell

10th Essex


James R. Miceli

19th Middlesex


HOUSE DOCKET, NO. 3538        FILED ON: 3/13/2013

HOUSE  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  No. 3385

By Mr. Costello of Newburyport, a petition (subject to Joint Rule 12) of Michael A. Costello and others for legislation to require certain telecommunications service companies to provide call center service assistance.  Telecommunications, Utilities and Energy.


The Commonwealth of Massachusetts



In the Year Two Thousand Thirteen



An Act relative to incumbent local exchange carriers.


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 159 of the General Laws, as appearing in the 2010 Official Edition, is hereby amended by inserting after Section 17 the following new section:-

SECTION 17A. Every Incumbent Local Exchange Carrier Telecommunications Company 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, requests for repair and dispatching of troubles, including, but not limited to, Enhanced 911 emergency services;

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

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

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

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

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