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.