What Consumers Should Know About the Code

• Application – the Code applies only to local phone service in deregulated markets.  It does not apply to wireless or internet access services;
• Deposits – the rules for deposits apply only to service providers that choose to accept deposits from customers as a condition of providing service.  The service provider is not required to do so;
• Disconnection notices – the Code does not mandate the form of the notices which the service provider must give to the customer prior to disconnection.  Thus notice may be provided in writing (including by email if the customer has previously consented) but it may also be provided by means of a phone call;
• Partial Payments and Bundled Services – many customers receive more than one telecommunications service (like internet access or wireless services) from the company that provides them with local phone service.  Some also receive other services (like television or alarm monitoring).  Customers should be aware that the Code contains no provisions directing the manner in which service providers must apply partial payments of customer accounts.  Customers who receive multiple services from their service provider should review with care their service provider’s Terms of Service.  Many of them allow the service provider to disconnect any and all services even if only one is in arrears.  For example, a customer may wish to maintain their local phone service, so pays the full cost of that service each month.  However, the customer is unable to keep other services fully paid-up.  The customer should understand that if the service provider’s Terms of Service permit it, the service provider may be entitled to disconnect the local phone service, in addition to the other services, as a result of the arrears.
• Disputed Disconnections – In general, a service provider may not disconnect a customer’s service when the customer is legitimately disputing the grounds for the disconnection and continues to pay for those services which are not in dispute.