950918.docx

DECISION MEMORANDUM
TO:COMMISSIONER NELSON
COMMISSIONER SMITH
COMMISSIONER HANSEN
MYRNA WALTERS
TONYA CLARK
STEPHANIE MILLER
DAVID SCHUNKE
DON HOWELL
JOE CUSICK
GARY RICHARDSON
WORKING FILE
FROM:WELDON STUTZMAN
DATE:SEPTEMBER 18, 1995
RE:CASE NO. TRO-T-95-1; PETITION TO RE-OPEN THE TROY TELEPHONE BUSINESS OFFICE IN TROY, IDAHO
On May 18, 1995, the Commission received a Petition signed by approximately 300 residents of Troy, Idaho requesting the re-opening 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.  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 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 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 re-opening the Troy business office would significantly increase the quality of service which customers are currently receiving.  Thus, Staff recommends that the petition to re-open 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 re-open 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 businesses 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.”  One individual stated she is in favor of holding a hearing on this matter.  
Commission Decision:
Should the Petition to re-open the Troy Telephone business office in Troy, Idaho be denied?  Should a hearing be held to further consider the matter?
Weldon Stutzman
ws/vld:M-TRO-T-95-01