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5

LOCAL EXCHANGE

SERVICE QUALITY

Local Exchange Service Requirements

Subject to certain exclusions and limitations, any telephone com-

pany providing local exchange service in Illinois is required to:

Install basic local exchange service within 5 business

days after receipt of a complete order from a customer

or 3 business days after the provisioning of the line by

the carrier whose network or network elements are being

utilized by your local exchange company or by a customer

requested later date. If a customer requests an installation

date that is beyond 5 business days, service must be

installed by the customer requested date.

Restore basic local exchange service within 24 hours of

receiving the proper notice that a customer’s telephone

service is out-of-service.

Keep all repair and installation appointments for basic

local exchange service when the company informs the

customer that a premise visit requires the customer to be

present for the appointment, unless the telephone com-

pany provides 24 hours notice of its inability to keep the

appointment.

If the telephone company fails to achieve these requirements,

you may be eligible for a credit or other relief. The telephone

company will automatically calculate any appropriate credit

and apply it to your next bill.

Customers may not be entitled to a credit when: (1) an emer-

gency situation arises, (2) a customer’s willful or negligent act

prevents the company from providing service, (3) a customer

inside wiring or telephone equipment malfunctions, (4) the

customer misses an appointment or requests a later appoint-

ment, (5) the carrier’s right to refuse service as provided for

in Commission rules, or (6) the carrier lacking facilities at the

service location.

For repairs of out-of-service conditions, the calculation of the

automatic credit is based upon the following:

24-48 Hours. . . . . . . . . . . . . . . . . . . . . . . . .pro-rata credit

48-72 Hours. . . . . . . . . . .33% recurring monthly charges

72-96 Hours. . . . . . . . . . .67% recurring monthly charges

96-120 Hours. . . . . . . . .100% recurring monthly charges

>120 Hours . . . . . . . . . . . alternative telephone service or

$20 per day (at the customer’s option)

For installation, the calculation of the automatic credit is based

on the following:

After 5 business days** . . . . . . . 50% installation charges

After 10 business days** . . . . . 100% installation charges

>10 days . . . . . . . . . . . . . . . . . 100% installation charges

And alternative telephone service or

$20 per day (at the customer’s option)

If the local exchange telephone company misses an appoint-

ment without providing 24 hours notice to the customer, an

automatic credit of $50 will be issued.

If you have any questions about these service quality require-

ments, you should call Cass Telephone Company’s business

office.

*The above requirements are based on 83 Illinois

Administrative Code 732. They are subject to change by

the Illinois Commerce Commission.

**The different scenarios in the first bullet are applicable in

the calculation of the credit.

Illinois Universal Service Assistance Program

Help with Basic Phone Service

Eligible low-income households can receive financial help with

the cost of phone installation and basic local phone service by

calling the local phone company at

217-452-3022

. A federal

program provides funding for this type of assistance. The fed-

eral Lifeline program provides a $9.25 monthly discount off the

cost of basic local phone service.

To qualify for assistance, households must participate in one of

the following government programs: Federal Housing Assistance

Program, Food Stamps, Medicaid, Supplemental Security

Income (SSI), Income at or below 135% of the Federal Poverty

Guidelines, Veterans Pension & Survivors Pension Benefit.

Digital Divide Elimination Fund

The Digital Divide Elimination Fund is mandated by the Illinois

Commerce Commission and is created as a special fund in

the State Treasury, effective July 10, 2002. All monies in the

Fund shall be used by the Illinois Department of Commerce

and Community Affairs to fund community technology centers

and for assisting public hospitals, libraries, and park districts

in eliminating the digital divide. The monies will be collected by

the Company and remitted to the Department of Commerce

and Community Affairs, who will issue grants to the various

communities based upon their needs.

Customers wishing to contribute to the Digital Divide Elimination

Fund may do so by electing to contribute on a monthly basis,

a fixed amount of $.50, $1.00, $2.00, $5.00, $10.00, $15.00,

or $25.00 that will be included in the customers’ monthly bill.

The customer may cease contributing at any time upon provid-

ing notice to the Telephone Company. Any contribution made

will not reduce the customer’s bill for telecommunications

service. Failure to remit the amount of increased payment

will reduce the contribution accordingly. Please contact Cass

Telephone Company’s business office at

452-3022

or toll-free

at

800-252-1799.