Consumer Rights

Your Rights and Responsibilities as a Residential Customer

As a Delhi Telephone Company customer, you have certain rights and responsibilities.These rights and responsibilities result from New York State Public Service Commission (PSC) Rules Governing Provision of Telephone Service to residential customers.

Questions or Problems:

Contact us as soon as possible if you have any questions or complaints about your telephone service. We will try to give you a prompt answer. Our representatives are available to help you between 8:00 AM and 5:00 PM during business days.

To answer your questions as quickly as possible, we suggest that you call our Business Office at (607) 746-1500. If you prefer, you can write to the Delhi Telephone Company, PO Box 271, 107 Main Street, Delhi, NY 13753-0271, or visit our Business Office. As with any correspondence, please include your telephone number and as much information about this problem as you can.

Whether you phone, write, or visit, our service representatives will do their best to handle your inquiry promptly and considerately. If, however, you are not satisfied with our representative's response, please ask to speak to a supervisor.

If you are still not satisfied, you can call or write to the Public Service Commission (PSC) at Three Empire State Plaza, Albany, NY 12223. Their staff isavailable to give you assistance if you request it. The telephone number is (800) 342-3377 (toll free) between 8:30 AM and 4:45 PM on business days.

While your inquiry is being handled by the Public Service Commission, we will not disconnect you service for failure to pay the amount in question. However, all undisputed bills must be paid when due to ensure continued service.

Billing:

We have a responsibility to provide reliable telephone service to our Customers, and you have a responsibility to pay your telephone bills on or before the due date. The payment date is shown on your monthly bill. Telephone bills are dated the 5th of each month and are due by the 25th of the same month. If the 25th falls on a Saturday, Sunday or Holiday the due date remains the same (the 25th).

The most convenient way to pay is by mail, using the return envelope enclosed with your bill. You may pay in person at our business office located at 107 Main Street, Delhi; our hours are Monday through Friday 8 A.M. to 5 P.M. There is a slot next to the Business Office door if you need to drop your payment off after hours. We offer a free Electronic Funds Transfer program. If you choose to use this service, payment is deducted from your savings or checking account the 18th of each month. You will still receive your bill at the beginning of each month, giving you time to review your bill and enter the amount of deduction in your savings or checkbook register. A form for this service may be picked up at the Business Office.

If payment is not received by the 25th, the Delhi Telephone Company is required to mail a Termination Notice with your next bill. Termination of service (you will be unable to receive and make calls) may occur no sooner than the 26th of that same month. This Termination Notice allows you the opportunity to arrange payment and avoid interruption of service.

If we terminate your service for non-payment we will reconnect your service within 24 hours after you have paid your termination amount. There is a charge of $30.00 to reconnect a terminated service.

If you have any questions about your bill, our Credit Policy, or our services please call our business office at (607) 746-1500 or 1 (888) 898-8006, Monday through Friday from 8 A.M. to 5 P.M. We will gladly do our best to answer all your questions or to assist you in any way.

Application of Partial Payments

If you make a partial payment which equals the previous balance in the beginning of the month, the payment will be applied to the previous balance owed. During the rest of the month, the partial payment will be applied to the previous Basic Service Portion then to the current Basic Service portion of the bill, then to subsequent sections of your bill. This payment distribution will ensure that the customer's current Basic charges are paid.

Returned checks

If a check written cannot be redeposited, we will try to reach you to advise you that service will be terminated if the check is not redeemed within 24 hours. If a check has already been returned within the past 12 months, the account will be terminated immediately.

Notices

Final Termination Notice

If payment is not received 25 days from the date of the bill, the Delhi Telephone Company has the right to mail you a Termination Notice. Termination of service (you will be unable to either make or receive calls) may occur no sooner than 20 days after the notice is mailed. This Termination Notice allows you the opportunity to arrange payment and avoid interruption of service.

If you fail to pay the amount shown on your Termination Notice, your service will be terminated. Should you qualify for the Special Protection described below, your service will not be terminated. Customers with terminated service or canceled accounts may be required to pay a deposit to reestablish service.

When Service Can be Terminated

We are allowed to terminate residential telephone service for nonpayment between 8:00 AM and 4:00 PM Mondays through Thursdays only. We cannot terminate service on a public holiday, the day before a holiday, any day our business office is closed, or during the period of December 23rd through December 26th and December 30th through January 2nd.

Reconnection of Service

If we terminate your service, we will reconnect it within 24 hours after you have paid the amount due, or signed a Deferred Payment Agreement and made the down payment. If service is terminated, there is a charge of $30.00 to connect the service.

Deferred Payment Agreement

If you have a problem that prevents you from paying your bills, you may be eligible to sign a Deferred Payment Agreement (DPA). The customer shall be obligated to make timely payments of current charges for basic local exchange service together with payment of the amount deferred during the duration of the agreement. The DPA shall be for the total amount up to $150.00, but may be greater amounts if agreed to by the telephone company or directed by the commission or its authorized designee. The DPA shall be for a time period of no less than 5 months unless otherwise agreed to by the customer. The customer may be required to make a down payment which shall not exceed the lesser of one fifth of the amount deferred or three months of the customer's average billing for basic local exchange service plus the difference, if any, between the total amount of arrears and the amount being deferred. Customers can only be engaged in one DPA at a time. A former customer who applies for new service must have had prior service for at least three months and was not disconnected for nonpayment can enter into a DPA not to exceed three months.

Once a customer has defaulted on a DPA, another DPA does not have to be offered to the customer. However, if can be renegotiated once within a 24 month period if the customer demonstrates that their financial circumstances have changed significantly beyond their control. This renegotiated DPA is to include only local charges and only for the remaining time period of the original DPA. The customer will be placed on Toll Restriction until such time all toll charges that are in arrears are paid.

Special Protection

Medical Emergency-If you are unable to pay your bill and a medical emergency exists in your household, you can file a Medical Certificate. The Medical Certificate must be submitted on the official stationery of your doctor. It must state the nature of the serious illness, the name and address of the seriously ill person, and the need for toll service if it is needed to reach the customer's doctor because of the medical condition. The certificate shall be effective for 30 days from the time the telephone company received the written certification. The Medical Certification may be renewed by having a medical doctor state in writing to the telephone company the expected duration of the medical emergency, explain the nature of the medical emergency, and why the absence of telephone service would create a serious risk of inaccessibility of emergency medical assistance. The need for toll service must also be stated within the text of the Medical Certification. The customer may be asked to demonstrate an inability to pay the charges for telephone service.

Elderly, Blind, Disabled-Individuals who are considered under one of more of these categories shall not be terminated from service for an additional 20 days after the date of termination as stated on the Termination Notice. The Delhi Telephone Company will attempt to contact the customer at least 8 days prior to the date on which service may be terminated to try to work out a payment arrangement.

Third Party Notification:

All residential customers may choose a third party to receive copies of all credit notices. A third party notice may keep your service from being turned off by mistake.

You may choose a relative, friend, a member of the clergy, or a community agency to be a third party for you. The selected party must agree to be a third party and will receive copies of any credit notices we send to you because of overdue bills. The third party can contact us on your behalf and help you work out any payment terms with us. Remember, however, that the third party is NOT responsible for paying your bills.

Application for Special Rights Program:

If you believe you may be entitled to certain protection as described, you may obtain the necessary forms from our Business Office.

Please fill in the blanks and check the appropriate box(es). Then sign and date the form and return it to the Business Office. Our address is PO Box 271, 107 Main Street, Delhi, N.Y. 13753-0271.

Delhi Telephone Company enjoys a good relationship with our customers and stands ready to assist customers in making it possible to continue to enjoy telephone service by making payment arrangements when special circumstances arise.

We sincerely hope you are satisfied with the telephone service we are providing, but if at any time you have a problem, please contact our Business Office and give us an opportunity to correct any problems that may exist.