ILLINOIS LNP ISSUE IDENTIFICATION FORM

ISSUE TITLE:	Trouble Referrals	ISSUE #:  0031

COMMITTEE ASSIGNED:  LNP Operations Committee	DATE SUBMITTED:  2/8/96

ISSUE ORIGINATOR:	Barry Bishop 	RESOLUTION DATE:  

COMPANY:  All		TEL #: (312) 220-8000

REQUESTED RESOLUTION DATE:  	FINAL CLOSURE:  4/24/96

	1.	ISSUE STATEMENT:  Is the service provider repair bureau receiving a trouble report required to transfer/refer to the service provider of the ported customer?

	2.	SUGGESTED RESOLUTION OR OUTPUT/SERVICE DESIRED:  Service Providers will employ the following guidelines for handling repair calls:
•	Service Providers will educate their respective customers as to the correct telephone numbers to call in order to access their respective repair bureaus.
•	To the extent the correct provider can be determined, misdirected repair calls will be referred to the proper provider of local exchange service in a courteous manner, and the end user will be provided the correct contact telephone number.  In responding to repair calls, neither party shall make disparaging remarks about each other, nor shall they use these repair calls as the basis for internal referrals or to solicit customers to market services.  Either party may respond with accurate information in answering customer questions.
•	Service providers will provide their respective repair contact numbers to one another on a reciprocal basis.

	3.	OTHER IMPACTS:  

	4.	ISSUE DISCUSSION:  (2/8/96) Issue accepted.  Ranked as priority 1 of 10.
(2/29/96) John Carruth (MFS) offered verbiage for “Suggested Resolution”.  Issue to remain open pending comments.
(4/24/96) MFS verbiage accepted with the removal of “at no charge.”

	5.	RESOLUTION:  (4/24/96) Issue closed.

	6.	IMPLEMENTATION STATEMENT:  (4/24/96) Verbiage to be included in the Ill. LNC Operations document in the Repair Procedures section.