20030528_487.pdf

DECISION MEMORANDUM
TO:CO MMISSI 0 NER KJELLAND ER
COMMISSIONER SMITH
COMMISSIONER HANSEN
COMMISSION SECRETARY
COMMISSION STAFF
LEGAL
WORKING FILE
FROM:BEVERLY BARKER
DATE:MAY 21 2003
RE:VERIZON CALL COMPLETION SERVICE
BACKGROUND
The Commission s Consumer Assistance Staff received a complaint from a Verizon
customer in Sandpoint, Idaho, about the Company s discontinuance of a service called Call
Completion. Call Completion, aka Complete-a-Call, is a service whereby a customer requesting
a phone number from a directory services operator is given the option to have the call to the
requested number completed automatically. The complainant is visually impaired and relied
heavily upon this service.
Upon investigation, Staff determined that this service had been offered without charge to
Verizon s Idaho customers for some time. Customers in Oregon and Washington also have
access to the service, but a per use fee applies. Verizon has not filed a request in Idaho to offer
the service, but due to technical constraints, Verizon previously could not restrict access to the
service by Idaho customers, nor could the Company charge Idaho customers a fee for usage. On
May 1 , 2003 , technological upgrades allowed Verizon to block access to the service by Idaho
customers.
ST AFF ANALYSIS
Verizon belatedly expressed concern about offering a service in Idaho that had not been
tariffed. The Company has indicated that it will need to complete a cost study before it can file a
tariff advice to offer this service in Idaho. The Company estimates that it will be able to
DECISION MEMORANDUM - 1 -MAY 21 , 2003
complete the study and file a tariff advice in approximately 4 weeks. The Company indicated
that there is no technical reason to prevent it from reinstating this service for Idaho customers
and providing it without charge until such time as it submits a tariff advice for the Commission
review. However, the Company maintains that it would be confusing to customers to reinstate
the service without charge and then, assuming future Commission approval, start charging for it.
STAFF RECOMMENDATION
Staff recommends that Verizon be directed to reinstate its Call Completion service to
Idaho customers. Staff recommends that the service be provided without charge until such time
as the Company submits a tariff advice and the Commission reviews the Company s request.
Staff does not believe that this process would confuse customers, since they were previously
receiving the service for free. A ruling from this Commission requiring reinstatement of the
service should resolve Verizon s concern that it is offering a service without receiving
Commission approval.
COMMISSION DECISION
Does the Commission wish to direct Verizon to reinstate its Call Completion service to
Idaho customers? Should this service be offered without charge until such time as the
Commission orders otherwise?
~~ ~~
Beverly
i:udmemosNerizon decision memo
DECISION MEMORANDUM - 2-MAY 21, 2003