Consumer Q and A


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	Consumer Q & A’s
	This information applies to residential customers of utilities regulated by the Public Utilities Commission of Nevada (PUCN). Those utilities include privately-owned natural gas and electric companies, and certain telephone and water companies. The PUCN does not regulate cooperatives, general improvement districts or governmentally-owned utilities and can not process questions or complaints from customers of those utilities.

	1) When I apply for utility services, will I have to pay a deposit?
	2) If I have to pay a deposit, how much will I have to pay?
	3) If I must pay a deposit, do I have to pay it all at once?
	4) If I don’t have a deposit on file and my payment history becomes poor, can I be required to pay a deposit?
	5) When do I get my deposit money back?
	6) How often will I receive my bill and what will it show?
	7) When is my bill due?
	8) Are there equal payment plans available?
	9) Utility bills are sometimes confusing. What if I have trouble understanding my bills?
	10) What is the monthly service charge that appears on my bills from electric and gas companies?
	11) Am I responsible for a bill incurred by someone I lived with?
	12) What should I do if I think there is something wrong with my utility meter?
	13) If I have been billed incorrectly, what should I do?
	14) If I’m not able to pay a utility bill on time, will there be a late charge?
	15) If I build up an overdue amount, can I pay it off on a time-payment plan?
	16) May I restrict the use of my phone from 976 and 900 numbers?
	17) Can I restrict the use of my phone from long-distance calls?
	18) What programs are available to help me if I am injured or very ill and/or become financially unable to pay my utility bills?
	19) What if I or someone in my home is ill or becomes injured and I have trouble paying my bills, can I get a medical certificate to prevent disconnection of my service?
	20) How much notice does a utility have to give me before my service can be disconnected?
	21) Can my service be shut off on a weekend or holiday?
	22) What if I have a complaint about my service?
	23) If I contact the utility company about a complaint or problem and I don’t agree with their answer, is there someplace else I can get help?
	24) What can I do if I am unable to resolve a dispute with a utility company or I don’t agree with the answer I receive from the Consumer Division?
	Natural Gas
	25) What costs make up my natural gas bill?
	26) Does the natural gas company profit from natural gas price increases?
	27) With higher costs, how can I better manage my energy bill?
	28) Can the gas company estimate my bill?
	29) Am I required to give my Social Security Number when applying for new service?
	Electric
	30) How can my electric bill be so high when I am not home and I conserve power? How did I use this much power?
	31) Why are there so many electric outages?
	32) What are the rules that apply to electric restoration if a customer is shut off for non-payment?
	33) What are the guidelines for tree trimming?
	34) Does the PUCN regulate damages that occurred as a result of storms and other outages?
	Telephone
	35) The telephone company is telling me I am responsible for a bill someone else put in my name. What can I do?
	36) I have repair issues with my basic local telephone service and the company isn’t fixing the problem. What should I do?
	37) I am trying to switch to another telephone company and one of the companies is blocking the switch. What can I do?
	38) I am trying to switch to another telephone company and my old company says I can’t have my same phone number. Is this true?
	39) When can I expect a refund of a service deposit from the telephone company?
	40) My phone does not work but the company says it is working at the NID (Network Interface Device). What should I do?
	41) I am a business owner who lost potential customers and/or business due to very poor telephone service or no service at all. Can I be compensated and how?
	42) I am a business owner who lost potential customers and/or business, because the telephone company did not publish or messed up my Yellow Page ad. Can I be compensated and how?
	43) If I have a complaint that the PUCN can’t resolve, where can I go for assistance?
	44) When can the telephone company block my toll service and/or calling features? If such services are blocked, what can I do about it?
	45) Why is my local company allowed to put charges from other companies on my local telephone bill?
	46) How can I persuade another telephone company/provider to serve my area/residence?
	47) A relative or friend is in Nevada correctional facility and I am not able to receive calls from him/her. What can I do?
	48) My son/daughter is in a Nevada correctional facility and my calls from him/her are charged at very high rates. This seems unfair. What can I do?
	49) I haven’t received my telephone book this year. How can I get one?
	50) Who is responsible for the inside wiring and phone jacks?
	51) How can I stop telemarketing calls?
	52) I am on the Do Not Call List and I still get calls from telemarketers. What can I do about this?
	53) I am receiving harassing telephone calls. What can I do?
	54) What can I do about a telephone company representative or an employee who was rude, abusive and/or unprofessional?
	55) Does the telephone company have to give me a payment arrangement?
	56) I have charges on my bill that I never authorized. How can I get these charges off of my bill and get these companies to stop doing this to people?
	57) Why can’t my local telephone company just block unauthorized charges from appearing on my bill?
	58) My telephone service was switched to another carrier without my authorization. What can I do?
	59) The telephone company telemarketer quoted me one price but when I received my first bill, they are billing me at a higher rate. What can I do?


	Q-1) When I apply for utility services, will I have to pay a deposit? A-1) If you are new to Nevada and you have a demonstrated record of paying utility bills on time to a utility in another state, you will not have to pay a deposit. If you are moving from one location in Nevada to another and your payment history has been good, you will not have to pay a deposit. If you have no payment history, or if your payment history has been poor, you may have to pay a deposit.
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	Q-2) If I have to pay a deposit, how much will I have to pay? A-2) In most cases, a deposit cannot exceed one and a half times the estimated average monthly bill of your residence. Normally, this is based on the historical usage at that residence. For example, if the previous tenant of an apartment used $100 worth of electricity a month your deposit cannot exceed $150. Senior citizens who have to pay deposits only need to pay half this amount.
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	Q-3) If I must pay a deposit, do I have to pay it all at once? A-3) No, deposit payments can be made in three installments spread over 60 days.
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	Q-4) If I don’t have a deposit on file and my payment history becomes poor, can I be required to pay a deposit? A-4) Yes. Some utilities will give you a warning first, but a customer who has three or more late payments, or who has his/her service shut off, can then be asked to pay a deposit to guarantee future payments.
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	Q-5) When do I get my deposit money back? A-5) If you have a deposit with a utility company, the company is required to refund your deposit promptly if you terminate service. Deposits may be used, however, to pay off any balance on your account. A utility may hold your deposit indefinitely until you establish good credit. Credit is considered established if you keep your account current and do not receive more than three late notices in 12 consecutive months, and you were not disconnected for non-payment during the previous 12 months. The company must then return your deposit, with interest. The deposit may be refunded or credited to the account. If you move to a new address within the same company’s service area, the deposit, plus the interest, will be transferred to your new account.
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	Q-6) How often will I receive my bill and what will it show? A-6) Generally, meters are read monthly for electric, natural gas and water services, and monthly bills are generated for phone services. The readings for gas, electric and water services are used to calculate what usage is each month. For electric, natural gas and water service, bills will show the meter readings at the beginning and end of the period covered. Bills also will show the date of the meter readings, the amount of energy or water used and any other information used to compute the bill. Bills also will include the date on which the current bill becomes delinquent. Sometimes an estimated bill will be sent to a customer if circumstances prevent the company from reading a utility meter. Any estimated reading will be clearly noted on the bill, however.
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	Q-7) When is my bill due? A-7) Utility bills are due on receipt. Bills become past due 15 days after they are sent by the company. If you have a question about when your bill is due, contact the company’s customer service department. Companies provide contact numbers on their bills. If you still have questions or concerns after speaking with the company, contact the PUC’s Consumer Division. The number is also on the back of the bill.
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	Q-8) Are there equal payment plans available? A-8) Electric and gas utilities must make equal-payment plans available to residential customers. Customer may enter into a 12 month equal payment plan at any time during the year. What this means is that your annual charges will be divided into 12 equal payments which you pay each month. This kind of payment option can help those on fixed incomes pay equal amounts through the summer and winter and avoid high winter heating bills and other seasonal fluctuations. In addition to the 12-month plan, your local utility company may offer other plans which better suit your situation. If you have questions about special payment plans, contact your utility company.
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	Q-9) Utility bills are sometimes confusing. What if I have trouble understanding my bills? A-9) Each utility company’s bill format is different. Utilities strive to make their bills understandable. If you have trouble understanding your bill, contact your local utility company for assistance or contact the PUC’s Consumer Division.
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	Q-10) What is the monthly service charge that appears on my bills from electric and gas companies? A-10) Your monthly service charge is the base charge for providing service to your residence. It covers costs such as processing accounts, meter reading and billing. The charge will appear on the monthly bill even if you use no service during the billing period.
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	Q-11) Am I responsible for a bill incurred by someone I lived with? A-11) If you have service in your name, you are responsible for paying the bills no matter who used the service. If you share an apartment or house with someone else, however, and the service is in the other person’s name, you are not held responsible for paying the bill if that person moves out, unless you are named on the lease. If, however, you decide to change the account into your name and the person owing a bill still lives with you, the company may first require that any outstanding balance be paid.
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	Q-12) What should I do if I think there is something wrong with my utility meter? A-12) You have a right to request a regulated gas, electric or water company to test your meter if you feel it does not accurately reflect your usage. A utility company must comply with your request as soon as practical. There is no charge for a meter test. However, if you request more than one test in any 12-month period, a deposit to recover the cost of the test may be required. The deposit will be returned if the meter is found to register more than 2 percent fast under normal operation.
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	Q-13) If I have been billed incorrectly, what should I do? A-13) The first thing you should do if you feel you have been billed incorrectly is contact the company. Utility companies are obligated to thoroughly investigate the matter and report the results to you. The company must also inform you of the Nevada PUC’s dispute resolution procedure.
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	Q-14) If I’m not able to pay a utility bill on time, will there be a late charge? A-14) Utilities can charge a late-payment fee on a monthly basis for bills not paid by the due date. These late fees are capped by the PUCN. If a gas or electric utility offers preferred billing dates to customers (which means the customer can choose a date that coincides with pay periods, etc.), then the utility can charge a late payment fee if the bill is not paid by the date.
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	Q-15) If I build up an overdue amount, can I pay it off on a time-payment plan? A-15) If you fall behind on one of your utility bills, you can usually avoid disconnection of service if you agree to a payment arrangement with the company. The utility may offer various choices of payment arrangements from which to choose. If you fail to pay your time-payment agreement as specified, a utility may disconnect your service after giving you notice.
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	Q-16) May I restrict the use of my phone from 976 and 900 numbers? A-16) As a telephone customer, you can request that access from your phone to numbers with 976 and 900 prefixes be restricted. This means that no one can dial the 976 or 900 pay-per-call numbers from your phone. Most telephone companies do not charge for this service.
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	Q-17) Can I restrict the use of my phone from long-distance calls? A-17) Yes. The company will restrict long-distance calls from your telephone on request. Your local company may charge a fee for this service. If you fail to pay long-distance charges, the company also has the right to restrict your long-distance service.
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	Q-18) What programs are available to help me if I am injured or very ill and/or become financially unable to pay my utility bills? A-18) Many programs are available to help people hook up to or continue receiving service. Information on federal programs, such as the Low-Income Energy Assistance Program for gas and electricity customers, and Link-Up America for installation of telephone service, are available through your utility company. Gas and electric companies also have programs available which are funded by stockholders and customer contributions to help those who need financial help with their energy bills. In addition, counties and community action agencies also may offer various kinds of assistance. You can find out about what is available in your area by contacting the Nevada Welfare Division or a local social service agency.
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	Q-19) What if I or someone in my home is ill or becomes injured and I have trouble paying my bills, can I get a medical certificate to prevent disconnection of my service? A-19) If the termination of utility service is likely to seriously impact the health of someone in the home, the utility needs to know that before service is shut off. A medical condition can postpone service termination for 30 days and if the condition continues for an additional 30 days beyond that. In order to obtain a medical postponement, a customer must: 1) Obtain a note or statement from a doctor or certified health professional stating that the termination of service would be especially dangerous to a permanent resident of the home. The statement must be in writing and include: a) The address where service is provided. b) The name of the person who is ill or injured. c) A clear description of the health issue. d) The name, title and signature of the health care professional. A medical postponement does not relieve the responsibility of the customer to pay the bill. A customer who obtains a medical postponement will be asked to sign a payment plan
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	Q-20) How much notice does a utility have to give me before my service can be disconnected? A-20) Before a gas or electric company may disconnect service, the company must provide a 10 day written notice explaining, among other things, the reason for the disconnection, the amount which must be paid in order to avoid shut-off, and the earliest date you will be disconnected if you fail to pay the amount owed. If the bill is not paid within at least eight days before the day you are to be disconnected, the company must mail or deliver another 48-hour written notice. Telephone and water companies are required to give you a disconnection notice at least five days before shutting off your service.
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	Q-21) Can my service be shut off on a weekend or holiday? A-21) No. Except for safety reasons, utility companies may not disconnect service on the day before or on a weekend or state holiday.
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	Q-22) What if I have a complaint about my service? A-22) If you have a service related complaint, contact your local utility customer service representative. If you are not happy with their response, you may request that a supervisor from the utility speak to you regarding your complaint. They also will review the representative’s response for its appropriateness. Be patient. It may take time for the supervisor to gather all the facts concerning your complaint. Keep a record of your conversations with the utility, including the name of the person with whom you spoke
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	Q-23) If I contact the utility company about a complaint or problem and I don’t agree with their answer, is there someplace else I can get help? A-23) First, try to talk to a supervisor at the utility. If you remain dissatisfied, contact the PUC’s Consumer Division. In Las Vegas, you can reach the office at (702) 486-2600. In Carson City, you can reach the office at (775) 684-6100
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	Q-24) What can I do if I am unable to resolve a dispute with a utility company or I don’t agree with the answer I receive from the Consumer Division? A-24) If you don’t agree with the answer you receive from the Consumer Division, you may file a formal complaint with the Commission. If you decide to file a formal written complaint, you must state the facts of the dispute and the relief you are requesting. Within 20 days, the company must answer the complaint and state its side of the dispute. An investigator for the PUCN Staff will review applicable rules and regulations and will issue a written decision, usually within 30 days. Either party can appeal that decision to the Commission itself. The Consumer Division has information which explains the formal complaint procedure in detail, and has other information about utility services and customer rights.
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	Q-25) What costs make up my natural gas bill? A-25) There are several parts to your natural gas bill: 1. Gas Commodity Charge: This is the cost of the gas itself. This is expressed in therms, a unit of energy equal to 100,000 BTU’s. 2. Delivery Charge: The cost of delivering the gas from a central pipeline to your home or business. This charge includes construction and maintenance costs, depreciation costs, operation expenses, taxes, and the company’s return on invested capital. This charge is based on the amount of gas used and is regulated by the PUCN. 3. Customer Charge or Basic Service Charge: A fixed monthly charge that covers the cost of connecting you to the utility’s system. This includes the cost of your service line and meter and expenses associated with meter reading, billing, administrative costs, and service line maintenance. This fixed monthly charge is the same no matter how much natural gas you use. This charge is regulated by the PUCN. 4. Tax or Franchise Fee: A fee imposed by the city or county. The money is collected by the utility and turned over to local government. 5. Universal Energy Charge: An assessment mandated by the State of Nevada. The proceeds help low-income customers pay their energy bills.
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	Q-26) Does the natural gas company profit from natural gas price increases? A-26) Increased natural gas prices do not result in any additional profit for regulated natural gas companies. Under Nevada law, the regulated utility sells its natural gas to consumers at the same price that it pays for the gas with no mark-up.
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	Q-27) With higher costs, how can I better manage my energy bill? A-27) All Commission-regulated natural gas companies offer equal monthly payment plans (or budget plans) to help you manage your winter heating bills by setting your monthly bill at an average amount. You may contact your utility company to establish a payment plan. There are no costs associated with setting up a plan. In addition, there are many ways you can reduce your natural gas usage. Check out the U.S. Department of Energy’s brochure Energy Savers at http://eere.energy.gov/consumer/tips/.
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	Q-28) Can the gas company estimate my bill? A-28) If, due to circumstances beyond its control, a utility is unable to read your meter, your usage can be estimated. Reasons for estimating a bill include severe weather, a locked gate, a dog in the yard, etc. Generally speaking, when a utility estimates a bill it uses the consumption for the same period the previous year, with some modifications. When an estimate is too high or too low, it will correct itself when the next actual read is obtained. In most areas of Nevada, if bills are estimated for three months in a row, the utility will notify the customer that it needs to get access to the meter to do an actual read.
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	Q-29) Am I required to give my Social Security Number when applying for new service? A-29) Normally, no. While the utility has the right to know who its customers are, often there are alternatives for establishing a customer’s identification.
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	Q-31) How can my electric bill be so high when I am not home and I conserve power? How did I use this much power? A-30) The power company must supply electrical service to your home in a safe and reliable manner, they must provide a meter that reads the energy going thorough the meter accurately and they must provide a method of reading the meter correctly. It is not possible for the power company to advise you on how the power is consumed in your home. Many appliances in your home are operating twenty four hours a day. Your refrigerator/freezer and your electric water heater are examples of appliances that work even when you are not in your home. Most heat and air conditioning units are still working, even though you change your settings when you are not home. During the summer months when the outside temperature reaches 105 degrees, and your thermostat is set on 80 degrees, your unit is working to cool the temperature by 25 degrees. Even when you go on vacation, your house is still working.
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	Q-31) Why are there so many electric outages? A-31) Catastrophic storms (severe weather), weather (lightning, heavy ice, strong wind), trees (in and out of right-of-way), equipment failure, public interference (dig ins, car crashes, vandalism, third party contact), animals (raccoons, squirrels, birds) and scheduled maintenance are all causes of electric outages. Northern Nevada in particular has hundreds of miles of power lines through very remote areas. A lot can happen and access for repair can take time.
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	Q-32) What are the rules that apply to electric restoration if a customer is shut off for non-payment? A-32) After a utility has shut off service, it shall restore service promptly once payment is made or credit arrangements satisfactory to the utility have been made. Except for reasons beyond its control, the utility shall restore service on the same day if payment is received by the utility by 10 a.m. If payment is received after 10 a.m., service shall be restored within 24 hours.
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	Q-33) What are the guidelines for tree trimming? A-33) Utilities must be given reasonable access to trim trees in utility easements. Companies try to provide some advance notice. Trimming should strike a balance between safety and aesthetics.
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	Q-34) Does the PUCN regulate damages that occurred as a result of storms and other outages? A-34) No. This is considered a civil matter between you and the company. You should file a claim form with the company. If your claim is turned down you may seek compensation through your homeowners’ insurance or in Small Claims Court. Generally speaking, a utility is only responsible for its own negligent acts. Utilities don’t normally pay for damage to appliances caused by lightning strikes, electrocuted birds or cars hitting power poles.
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	Q-35) The telephone company is telling me I am responsible for a bill someone else put in my name. What can I do? A-35) File a police report. Request a fraud packet from your company. You may have to help show it was not your service. If you have any problems, contact the PUCN’s Consumer Division for assistance.
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	Q-36) I have repair issues with my basic local telephone service and the company isn’t fixing the problem. What should I do? A-36) Contact the PUCN’s Consumer Division for assistance.
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	Q-37) I am trying to switch to another telephone company and one of the companies is blocking the switch. What can I do? A-37) Companies are not allowed to “block” switches from one company to another. Contact the PUCN’s Consumer Division and file a complaint. They will assist you in getting a conversion completed.
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	Q-38) I am trying to switch to another telephone company and my old company says I can’t have my same phone number. Is this true? A-38) No. With few exceptions, you should be able to take your telephone number to any new wire or wireless based telephone company.
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	Q-39) When can I expect a refund of a service deposit from the telephone company? A-39) Qualification for refund varies by company. Usually it takes 1-2 billing cycles once you qualify for the return of a deposit. The amount of time it takes will also depend on whether the return is in the form of a refund check or applied to a current or final bill.
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	Q-40) My phone does not work but the company says it is working at the NID (Network Interface Device). What should I do? A-40) If there is no dial tone in your home, plug your phone into the NID (usually found on the side of your house inside a plastic housing). Are you getting dial tone now? If yes, the problem is with defective inside wiring and/or phone jacks. This is the customer’s or landlord’s (depending on your lease agreement) responsibility to fix. If you have a maintenance plan for inside wiring and phone jacks, then the telephone company should do the repairs at no charge. Either your local telephone company or an independent contractor can make the necessary repairs. If no, there is a problem with the telephone network. Report this outage to your local telephone company. Once the telephone network is fixed, you should get dial tone in your home. If you still don’t have dial tone in your home, recheck for dial tone at the NID.
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	Q-41) I am a business owner who lost potential customers and/or business due to very poor telephone service or no service at all. Can I be compensated and how? A-41) You can seek damages or compensation by filing a claim with the utility, a small claim suit, or a civil suit. The PUCN cannot help you recover damages for lost business.
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	Q-42) I am a business owner who lost potential customers and/or business, because the telephone company did not publish or messed up my Yellow Page ad. Can I be compensated and how? A-42) Review your contract and/or talk to your Yellow Pages representative about the terms of your contract. You may be able to seek damages or compensation by filing a small claim suite or a civil suit against the telephone company. Because Yellow Pages advertisements are not regulated, you cannot file a formal complaint with the PUCN, although you could file an inquiry to at least get a response from the telephone company. However, the PUCN cannot take any formal action on such a matter.
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	Q-43) If I have a complaint that the PUCN can’t resolve, where can I go for assistance? A-43) Depending on the nature of your telecommunications problem, you may want to contact the following agencies for assistance: • Federal Communications Commission at 1-888-225-5322 or www.fcc.gov/cgb/complaints.html • Federal Trade Commission at 1-877-382-4357 or www.ftc.gov • Nevada Attorney General’s Office, Consumer Protection Division at 775-684-1180 or e-mail bcpinfo@ag.state.nv.us • Your state or federal elected officials You may also file suit in small claims court and/or file a civil lawsuit.
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	Q-44) When can the telephone company block my toll service and/or calling features? If such services are blocked, what can I do about it? A-44) Your local telephone company can block your long distance and/or your calling features (like caller ID or voicemail) for delinquent telephone service charges. Blocking of these services is not regulated by the Nevada Public Utilities Commission. The company is not required to give notice prior to the actual blocking. To dispute or remove this block, you can: • Complain to the company for an explanation and removal of the block • Meet the company’s credit standards
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	Q-45) Why is my local company allowed to put charges from other companies on my local telephone bill? A-45) The federal government, when implementing long distance competition, required any services that the company provides itself be provided to competitors (such as billing and collection). For these reasons telecommunications companies may bill for other companies.
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	Q-46) How can I persuade another telephone company/provider to serve my area/residence? A-46) A company cannot be forced to provide service to an area or customer. Companies have to determine themselves whether it is a business investment they want to undertake. There may be many ways to encourage companies to serve an area. One way is to demonstrate there are enough customers (local businesses, residential consumer, local governmental groups, etc.) willing to pay enough to make it a worthwhile business venture.
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	Q-47) A relative or friend is in Nevada correctional facility and I am not able to receive calls from him/her. What can I do? A-47) Contact the institution and ask for the telecommunications supervisor. Most inmates are permitted to place collect calls, but access to telephones is controlled by prison administration. In some cases, a family member may need to establish an account with the inmate telephone provider before calls will be put through.
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	Q-48) My son/daughter is in a Nevada correctional facility and my calls from him/her are charged at very high rates. This seems unfair. What can I do? A-48) Unfortunately, not much. The rates for these calls are not regulated by the PUCN and are negotiated between the correctional facility and the company that provides the telephone service. Calls placed at night usually cost less.
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	Q-49) I haven’t received my telephone book this year. How can I get one? A-49) Call the phone company.
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	Q-50) Who is responsible for the inside wiring and phone jacks? A-50) The telephone customer is responsible for inside wiring and phone jacks. Anything from the NID (Network Interface Device) back to the CO (Central Office) is the responsibility of the company. In rental situations, refer to your rental agreement for details concerning inside utility wiring.
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	Q-51) How can I stop telemarketing calls? A-51) • Put your name on the Federal Do Not Call List. To register by phone, call 1-888-382-1222 (TTY 1-866-290- 4236) from the phone number you want to put on the registry. When you sign up with the Federal Do Not Call List, you are automatically placed on Nevada’s Do Not Call List. You can file a complaint regarding a telemarketer with the Attorney General’s Bureau of Consumer Protection at 775-684-1180 or at bcpinfo@ag.state.nv.us. You can confirm that your number is on the Federal Do Not Call List by going to www.donotcall.gov./confirm/conf.aspx. • When a telemarketer calls, request that the caller put your name on their Do Not Call List. Ask the telemarketer to send you a letter of verification that this has been done. • If you do not have Caller ID, you can use 69 to try to get the phone number of the caller. If you can identify the telephone number, and your name is on the Do Not Call List, you can file a complaint with the Nevada Attorney General’s Bureau of Consumer Protection 775-684-1180 or bcpinfo@ag.state.nv.us and the Federal Trade Commission at 1-888-225-5322 or at https://www.donotcall.gov/Complain/ComplainCheck.aspx. • Many numbers may not be available through 69 and Caller ID. Please note that there is usually a charge to dial *69 and you are charged even if a telephone number is not available. (Unfortunately, sometimes it is not possible to identify the telephone number, and thus, the company that is calling you). • Another option is to subscribe to a call screening service from your local telephone company, if available. These services work with Caller ID to block unidentified calls from reaching you. • If the company is calling continuously (every day, several times per day), ask your local company if they will assist you in identifying the phone number of the caller that is harassing you.
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	Q-52) I am on the Do Not Call List and I still get calls from telemarketers. What can I do about this? A-52) • Confirm that your number is on the Federal Do Not Call List by going to www.donotcall.gov/confirm/conf.aspx • File complaints with the Nevada Attorney General at 775-684-1180 or bcpinfo@ag.state.nv.us and the Federal Trade Commission at 1-888-225-5322 or at https://www.donotcall.gov/Complain/ComplainCheck.aspx whenever you have the phone number or name of a company that calls your home. • The PUCN does not enforce the Do Not Call laws, nor can we stop people from calling you.
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	Q-53) I am receiving harassing telephone calls. What can I do? A-53) • If you know the telephone number of the person that is harassing you, file a police report. • Contact your local telephone company and ask if they will assist you in identifying the phone number of the caller that is harassing you. Generally, the telephone company will on do this if you agree to prosecute the caller.
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	Q-54) What can I do about a telephone company representative or an employee who was rude, abusive and/or unprofessional? A-54) Note the time, date, employee’s name or ID number and the telephone number that you called. Write a letter to the telephone company with this information and, in detail, describe what happened.
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	Q-55) Does the telephone company have to give me a payment arrangement? A-55) Yes, you are entitled to at least one payment arrangement a year.
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	Q-56) I have charges on my bill that I never authorized. How can I get these charges off of my bill and get these companies to stop doing this to people? A-56) When a company puts unauthorized charges on your telephone bill, it is called “cramming”. Cramming is a violation of the Nevada law. If the unauthorized charges were for services from your local telephone company, call your local telephone company, advise them that the charges were not authorized and request that they cancel the service and credit your bill. If you wish to pursue the matter, you have the option to file a cramming complaint with the Attorney General’s Bureau of Consumer Protection. If the unauthorized charges were billed by the local company for another company, call the company that placed the charges on your bill and advise them that the charges were not authorized and request that they cancel and credit the service. Call your local company, advised them that the charges were unauthorized and ask them to recourse, or return, the charges to the unauthorized company. If you wish to pursue the matter, you have the option to file a cramming complaint with the Attorney General’s office.
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	Q-57) Why can’t my local telephone company just block unauthorized charges from appearing on my bill? A-57) The telephone company doesn’t know which charges you authorized and which ones you did not. It is presumed that all charges were authorized unless you tell the company otherwise. That’s why it’s so important for customers to examine their bills every month.
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	Q-58) My telephone service was switched to another carrier without my authorization. What can I do? A-58) When a company switches your telephone service without your authorization, it is called “slamming”. Slamming is a violation of PUCN rules. Call your company of choice and advise them that this happened. (If your local service was switched, call your local company. If your long distance was switched, call your long distance company). Tell them that you want your service back with them and ask them the best way to do that. If you do not know who slammed your service, ask your local telephone company if they can identify the slammer. If the local company is able to identify the slammer, call the slamming company and ask them why they switched your service. Do not cancel the unauthorized service until you are switched back to your provider of choice because you could completely lose your service if you cancel prior to being switched back. Tell the slamming company that you want all charges credited and that you want to see a copy of the documentation or listen to the tape of you authorizing the switch. If the company cannot provide proof that the switch was authorized, you may file a slamming complaint with the PUCN. You can verify which company you have for local toll service by dialing 1-area code—700-4141, and which company you have for long distance service by dialing 1-700-555-4141 or by dialing “0”.
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	Q-59) The telephone company telemarketer quoted me one price but when I received my first bill, they are billing me at a higher rate. What can I do? A-59) Call the company that is charging you the higher rate and ask them why they are billing you at a higher rate than you were quoted. If this was not a billing error, and you feel that you were misled about the rate to get you to purchase the service, you have to option to file a complaint with the Attorney General’s office regarding false, misleading and deceptive charges.
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