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News Release
Commission Seeks Customer Credits For
Roseburg Telephone Service Problems

June 18, 1999 (1999-025)
Contacts: Ron Eachus, Chairman, 503 378-6611; Roger Hamilton, Commissioner 503 378-6611; Joan H. Smith, Commissioner, 503 378-6611; Phil Nyegaard, Telecommunications Administrator, 503 378-6436; Ron Karten, Public Information Officer, 503 378-8962
Salem, Ore. – The Oregon Public Utility Commission (OPUC) has established procedures for providing credits to Roseburg area customers of U S WEST whose telephone service has been unsatisfactory in recent months. Customers who already have complained to the Commission and those who file a formal complaint by August 1, 1999, will be considered for the credit.
The credit covers call blocking problems experienced during a period that began escalating last September. Examples of call blocking include fast busy signals, no dial tone, unable to receive calls made by others, and phantom ringing (the telephone rings but nobody has made a call).
Expedited complaint forms available from the Commission will allow customers to report the time of day and the length of time when their phone lines have had call blocking problems. These forms are available at the Commission, and can be requested by a toll-free call (1 800 522-2404), email (puc.consumer@state.or.us), or by regular mail (PUC, 550 Capitol St NE Suite 215, Salem, OR 97301-2551).
The forms should be filled out and returned to the Commission. The Commission will verify each form to see that it is complete, return those that are not complete, and send the completed forms to the company for a billing credit. The company will apply an appropriate credit to customers bills and report these credits to the Commission. Customers whose complaints are rejected for credit or who are credited too little will have an opportunity to resolve the problem informally with U S WEST and if that fails, they also will be notified of their right to a formal hearing at the Commission.
The company has agreed to provide credits on a case by case basis rather than blanket credits throughout the Roseburg area. Customers have had different experiences in the area, depending on their locations and calling patterns.
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