19950927Order No 26181.doc

BEFORE THE IDAHO PUBLIC UTILITIES COMMISSION

IN THE MATTER OF THE PETITION FOR REOPENING OF THE TROY, IDAHO BUSINESS OFFICE OF TROY TELEPHONE.
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CASE NO. TROT951

ORDER NO. 26181

On May 18, 1995, the Commission received a Petition signed by approximately 300 residents of Troy, Idaho requesting the reopening of the Troy Telephone business office. Petitioners are customers of Troy Telephone which is owned by TDS Telecom. The petitioners claim the closing of the Troy business office has made it less convenient to obtain telephone maintenance, to institute new telephone services, and has had a negative impact on the Troy business community. By this Order, the Commission denies the petition to reopen the Troy business office.

BACKGROUND
Troy Telephone notified the Commission in January 1995 that it intended to close its Troy office and consolidate its business office functions at its Kendrick office located approximately 12 miles from Troy. The Kendrick office is open from 8:00 a.m. to 5:00 p.m. Monday through Friday. Troy Telephone maintains a payment drop-off across the street from its old office and established a payment agent at the Key Bank in Troy.
On August 16, 1995, the Commission issued a Notice of Modified Procedure concerning the office closure and established a written comment period that ended on September 6, 1995. Comments were filed by the Commission Staff, Troy Telephone Company, and two residents of Troy, Idaho. Staff noted that the closure of small business offices is a trend in the telephone industry in order to reduce expenses. Staff suggested that these cost-cutting efforts must be weighed against any effect on customer service. In the case of the Troy business office, Staff stated it appears that customer service is not being harmed. Staff noted that there have been no service-related complaints, there are no held orders, there is an installation/repairman living in the community, and there are two payment agents and a toll-free number for customer assistance. According to Staff, there is no reason to believe that reopening the Troy business office would significantly increase the quality of service which customers are currently receiving. Thus, Staff recommended that the petition to reopen the business office be denied.
Troy Telephone as part of its comments attached a copy of a letter it sent to its customers on May 26, 1995. The letter notified the customers of the closing of the business office, of expanded hours at its Kendrick business office, and of the payment drop-off locations in Troy. The letter also contains a service guarantee program stating that Troy Telephone will follow-up on a service call within 24 hours or the Company will credit the customers telephone bill for the amount of one month local service charge. Troy Telephone also noted, as did Staff, that no other small local exchange company has more than one business office located in Idaho.
The comments filed by individuals are general statements supporting the petition to reopen the business office. One letter states: We want that business office in our town so please open it here. True we need the quick service and that business in Troy to fill another business office on Main Street. The other individual written comment stated it is very inconvenient the way it is now and unfair to the Troy customers.

FINDINGS OF FACT AND CONCLUSIONS OF LAW
Idaho law requires every public utility, including local telephone exchange companies, to provide and maintain facilities that are adequate, efficient, just and reasonable. Idaho Code  61-302. If the Commission concludes that a companys facilities are inadequate and that improvements reasonably should be made to promote the security or convenience of its employees or the public, the Commission can order that additions, extensions, repairs, improvements or changes be made. Idaho Code  61-508.
In this case, we do not find Troy Telephones facilities and services for its Troy, Idaho customers are inadequate. The Company maintains two payment centers in Troy, and its business office is located only twelve miles away in Kendrick, Idaho. Troy Telephone also maintains a toll-free telephone number for customer assistance. Staff indicated it has received no service-related complaints, the Company has no held orders, and a Troy Telephone installation/repairman resides in the community. While we understand and can sympathize with the desire of the citizens of Troy for a separate local office, that alone is insufficient to support a conclusion that their telephone service is inadequate. If service degradation is experienced and is attributed to the lack of a local office, then remedial action would be appropriate. On this record, we find that Troy Telephones facilities for its Troy customers are adequate, efficient, just and reasonable. We therefore conclude that the petition to reopen the Troy business office must be denied.

O R D E R
IT IS HEREBY ORDERED that the Petition to Reopen the Troy, Idaho Business Office of Troy Telephone is denied.
THIS IS A FINAL ORDER. Any person interested in this Order (or in issues finally decided by this Order) or in interlocutory Orders previously issued in this Case No. TRO-T-95-1 may petition for reconsideration within twenty-one (21) days of the service date of this Order with regard to any matter decided in this Order or in interlocutory Orders previously issued in this Case No. TRO-T-95-1. Within seven (7) days after any person has petitioned for reconsideration, any other person may cross-petition for reconsideration. See Idaho Code  61626.
DONE by Order of the Idaho Public Utilities Commission at Boise, Idaho this day of September 1995.

RALPH NELSON, PRESIDENT

MARSHA H. SMITH, COMMISSIONER

DENNIS S. HANSEN, COMMISSIONER

ATTEST:

Myrna J. Walters
Commission Secretary

vld/O-TRO-T-95-1.ws

ORDER NO. 26181 1

Office of the Secretary
Service Date
Sept. 27, 1995