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HOUSE DOCKET, NO. 3137         FILED ON: 1/21/2011

HOUSE  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  No. 3047

 

The Commonwealth of Massachusetts

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PRESENTED BY:

James M. Cantwell

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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 utility service call centers.

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PETITION OF:

 

Name:

District/Address:

James M. Cantwell

4th Plymouth

John D. Keenan

7th Essex


HOUSE DOCKET, NO. 3137        FILED ON: 1/21/2011

HOUSE  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  No. 3047

By Mr. Cantwell of Marshfield, a petition (accompanied by bill, House, No. 3047) of James M. Cantwell and John D. Keenan for legislation to require that utility service call centers be located within the Commonwealth.  Telecommunications, Utilities and Energy. 


The Commonwealth of Massachusetts
 

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In the Year Two Thousand Eleven

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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 wi thin 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.

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