OAR 860-032-0520: Customer Service Records (CSRs)

(1) The purpose of this rule is to provide for an exchange of information, in order to ensure that a requesting Local Service Provider (LSP) has enough customer information from the current LSP, so a customer can migrate local exchange service from one LSP to another in a seamless and timely manner, without delays or unnecessary procedures. This rule does not relieve carriers of any requirements imposed by either the Federal Communications Commission (FCC) regarding Customer Proprietary Network Information in 47 Code of Federal Regulations (CFR), Part 64, §64.2001 through §64.2009, or by Section 222 of the Communications Act of 1934, as amended (47 USC 222). (2) This rule: (a) Applies to telecommunications carriers without an approved interconnection agreement with the requesting LSP that addresses requirements covered by this rule. (b) Does not apply to telecommunication cooperatives. (c) Does not apply to telecommunications carriers with an interconnection agreement with the requesting LSP, which is approved pursuant to OAR 860-016-0020 through 860-016-0030, that addresses requirements covered by this rule. (3) For purposes of this rule, the following definitions apply: (a) "Carrier" or "telecommunications carrier" means any provider of intrastate telecommunications service as defined in ORS 759.005(2). "Carrier" or "telecommunications carrier" includes competitive providers and telecommunications utilities. (b) "Circuit ID" means circuit identification number of a loop. (c) "Commission" means the Public Utility Commission of Oregon. (d) "Competitive local exchange carrier" or "CLEC" means a competitive provider as defined in OAR 860-032-0001 that provides local exchange service. (e) "Customer" means a subscriber, end-user, or consumer of local exchange services or an applicant for local exchange services. (f) "Customer service record" or "CSR" means the customer’s account information, which includes the customer’s address, features, services, and equipment. (g) "Customer proprietary network information" or "CPNI" has the meaning given in OAR 860-032-0510. (h) "Current LSP" means the LSP from whom a customer receives local exchange service prior to migrating to another LSP. After migration occurs, the current LSP becomes the customer’s old LSP. (i) "Local exchange service" has the meaning given in OAR 860-032-0001. (j) "Local service provider" or "LSP" means the carrier that interacts directly with the customer and provides local exchange service to that customer. Based on the service configuration, an LSP can also be the NSP. In some cases, the following more specific designations may be used: (A) "New local service provider" or "new LSP" means the new local service provider after service migration occurs. (B) "Old local service provider" or "old LSP" means the old local service provider after service migration occurs. (k) "Local service request" or "LSR" means the industry standard forms and supporting documentation for ordering local exchange services. (l) "Network service provider" or "NSP" means the company whose network carries the dial tone, switched services and loop(s) to the customer. Based on the service configuration, a NSP can also be the LSP. In some cases the following more specific designations may be used: (A) "Network service provider-switch" or "NSP-switch" means the provider that provides the dial tone and switched services. (B) "Network service provider-loop" or NSP-loop" means the provider of the local loop to the end user premises or other mutually agreed upon point. (C) "New network service provider" or "new NSP" means the new network service provider after service migration occurs. (D) "Old network service provider" or "old NSP" means the old network service provider after service migration occurs. (m) "Requesting LSP" means the LSP whom a customers has authorized to view his/her customer service information. After migration occurs, the requesting LSP becomes the customer’s new LSP. (n) "Resale" means the sale of a local exchange telecommunications service by a CLEC to a customer by purchasing that service from another carrier. (o) "Transition information" means network information (e.g., circuit ID), identity of the current network service providers (e.g., loop and switch providers), and identity of other providers of services (e.g., E-911 provider, directory service provider) associated with a customer’s telecommunications service. (p) "UNE" means unbundled network element. The following more specific designations may be used. (A) "UNE-loop" or "UNE-L" means unbundled network element loop. (B) "UNE-platform" or "UNE-P" means unbundled network element platform. (4) An LSP may request CSR information for a specific customer from the customer’s current LSP. Before requesting a CSR for a specific customer, the requesting LSP must have on file one of the following verifiable forms of customer authorization: (a) Letter of authorization from the customer to review his/her account; (b) Third party verification of the customer’s consent; (c) Recording verifying consent from the customer to review his/her account; or (d) Record of oral authorization given by the customer, which clearly gives the customer’s consent to review his/her account. (5) Every requesting LSP shall retain the customer authorization on file for one year from the date it received such authorization. (6) A customer’s current LSP may not require a copy of the end user’s authorization from the requesting LSP prior to releasing the requested CSR. In the event the customer complains or other reasonable grounds exist, the current LSP may request verification of the customer’s authorization from the requesting LSP. The parties must attempt to resolve any dispute concerning the validity of the customer’s authorization prior to filing a formal complaint with the Commission. (7) When requesting a CSR, a requesting LSP: (a) Shall include, at a minimum, the following information: (A) Customer’s telephone number(s); (B) An indication of customer consent to review the CSR; (C) How to respond with the CSR information; (D) The name of the requesting LSP, with contact name and telephone number, for questions about the request; (E) Date and time the request was sent; (F) Indication whether circuit ID is requested for UNE-L reuse; and (G) Indication whether listing information is requested. (b) May include the following information: (A) Customer service address; (B) Customer name; (C) Tracking number for the request; or (D) Other applicable information. (8) Requesting LSPs may transmit CSR requests via facsimile, electronic mail, regular mail, or other agreed-upon means. All carriers must, at a minimum, allow for reception of CSR requests via facsimile. (9) All carriers should reuse existing UNE-L facilities in lieu of ordering a new UNE-L. A UNE-L shall be considered reusable when the existing circuit or facilities are no longer needed by the old LSP to provide service to the migrating customer or any customer that is currently using those facilities. When requested and reuse of the UNE-L facility is available the current LSP must provide the circuit ID for the requested UNE-L facility to the requesting LSP as part of the CSR response or transition information. Authorization is not required from the old LSP for the new LSP to reuse portions of the network that were provided to the old LSP by a NSP(s), and the old LSP shall not prohibit such reuse. To order the reuse of a UNE-L facility, the new LSP shall furnish the circuit ID on the LSR issued to the existing or new NSP-L. (10) When responding to a CSR request the current LSP shall provide, at a minimum, the following: (a) Account level information, including the following: (A) Billing telephone number and/or account number; (B) Complete customer billing name and address; (C) Directory listing information including address and listing type, when requested; (D) Complete service address (including floor, suite, unit); and (E) Requesting LSP’s tracking number when provided on the CSR request. (b) Line level information, including the following: (A) Working telephone number(s); (B) Current preferred interexchange carrier(s) (PIC) for interLATA and intraLATA toll, including PIC freeze status; (C) Local freeze status; (D) All vertical features (e.g., custom calling, hunting) identified in a manner that clearly designates the products and services to which the customer subscribes; (E) Options (e.g., Lifeline, 900 blocking, toll blocking, remote call forwarding, off-premises extensions), if applicable; (F) Service configuration information (e.g., resale, UNE-L, UNE-P); (G) Identification of the NSPs and/or LSPs, when different from the LSP providing the response. This is considered transition information; (H) Identification of data services or any other services on the customer’s line utilizing that UNE-L (e.g., alarm services); and (I) Circuit ID to be provided when requested and the UNE-L is not being used for other services. This is considered transition information. (11) If requested, and not provided with the CSR response, the current LSP shall provide transition information, and identify the current provider(s) of various service components to the customer (e.g., loop, directory service) if different from the current LSP. Circuit ID should only be provided by the current LSP when the UNE-L is reusable. (12) Current LSPs responding to CSR requests may transmit the CSR information by facsimile, electronic mail, electronic data interchange, or by other agreed-upon means. All carriers must, at a minimum, allow for transmission of responses to CSR requests by facsimile. Regular mail may be used if the response is 50 or more pages or if the CSR request was transmitted by regular mail. (13) Upon the effective date of this rule, current LSPs shall respond to CSR requests within two business days of when the request was received. Six months after the effective date of this rule, current LSPs shall respond to CSR requests within one business day of when the request was received. If the current LSP cannot meet the response requirement for any legitimate reason, such as complex services, the current LSP shall notify the requesting LSP within 24 hours of when the request was received. The notification shall include a legitimate reason for the delay. The current LSP and the requesting LSP shall negotiate in good faith to establish a reasonable time for the current LSP to respond to the request.