Qwest AFOR

Qwest Alternate Form of Regulation (AFOR)

IMPORTANT! INFORMATION FOR QWEST RESIDENTIAL CUSTOMERS
Regulation of some Qwest Services has been changed, reduced or eliminated.
Rates for basic telephone service and some feature services have increased.

Effective December 1, 2007, the Washington Utilities and Transportation Commission (UTC) has authorized Qwest to be regulated under an Alternative Form of Regulation (AFOR). During the AFOR, most Qwest services will be treated as if they are deregulated.  This means that Qwest is permitted to change rates, terms and conditions of a service without approval from the UTC.  The AFOR is in effect for 4 years.

Here’s how your service is affected:

Price Increases
Effective December 1, 2007, Qwest increased prices as follows, using the pricing flexibility allowed under the AFOR.

• Qwest was allowed to raise the basic rate $1.00/month (maximum: $13.50) during the four-year term of the AFOR one time without UTC approval. Qwest has now done so.
• This service remains partially regulated by the UTC. 

• Qwest can change rates, terms, and conditions of its residential bundles, such as Qwest Choice™ Home or Qwest® Unlimited, without UTC approval.

• Qwest can change rates, terms, and conditions of custom calling features, such as Voice Mail, Caller ID, and Call Waiting, without UTC approval. Please note: Call Trace and Caller ID Blocking Option will remain regulated as before.

• Qwest must allow customers to select individual services if that customer does not want to purchase a package or bundle.

• Qwest will continue to offer customers the option to purchase Broadband Internet without any other Qwest services.

• Qwest cannot charge more for a package (bundle) than the total price of subscribing to each service individually.

• Qwest is no longer required to provide customers one free directory assistance call.

• Rates, terms and conditions remain regulated by the UTC.

• Washington State law allows telecommunications providers to operate under a reduced regulation plan called an Alternative Form of Regulation (AFOR) if the UTC finds that changes in technology and the structure of the telecommunications industry have produced conditions under which traditional regulation may not provide the most efficient and effective means of achieving the public policy goals of this state. 
• The AFOR plan will remain in effect for four years unless extended or modified by UTC order.
• There will be a formal review at the end of the term to determine if the AFOR plan remains in the public interest.
• Under the AFOR, Qwest’s regulatory accounting and financial reporting requirements will be reduced, but not eliminated. Reports of financial, service quality, market share, and pricing data will be filed regularly during the AFOR.

• For a complete list of affected services, please see www.qwest.com/legal/washington.
• Effective on 12/1/2007, the services that have been deregulated under the AFOR will be listed in a new location on the Qwest website.  These services will move from the section that lists tariffs filed with the UTC to a separate catalog of services (please see below for more important information about the online catalog).

• For services no longer under tariff, the Catalog published on the Qwest website will now serve as the official contract between you the customer, and Qwest.
• Qwest may change the Catalog at any time, and is only required to give you notice of important changes instead of filing them with the UTC. 
• As a user of any of these services or features, you agree to the provisions in the Catalog unless you cancel the service(s) or feature(s).

• Services subject to the AFOR will be the same price in all areas of the state.
• Qwest will commit $4,000,000 to expand deployment of Broadband Internet service to underserved areas and customer classes in its service territory. Qwest has agreed to deploy Broadband Internet to Washington wire centers where it currently is not offered.
• Qwest will provide customer remedies such as bill credits for delayed exchange service installations, out-of-service conditions, and service trouble reports as a part of its Customer Service Guarantee Program. Examples of customer remedies provided include:
  • Missed Appointments and Commitments: Qwest will provide customers with a $25 bill credit for residential customers and a $50 credit for business customers if Qwest misses a scheduled appointment or commitment.
  • Delayed Phone Installation: Customers can receive a bill credit and interim services if the installation of phone service is not completed within five business days of the due date.
  • Out of Service: Customers who have an out-of-service condition (no dial tone) on their line that is not cleared within two working days or seven calendar days may be eligible for bill credits. Note: In accordance with UTC rules, Qwest also provides pro-rata credits to customers when service is not available for more than 24 hours in a monthly billing cycle.
  • Trouble Reports: In the event Qwest has an exchange with greater than 4 trouble reports per 100 access lines, for two consecutive months or four months out of a twelve month period, the company will credit the customers serviced by that exchange $0.25 per line.

For detailed information about the Customer Service Guarantee Plan, please see: http://www.qwest.com/legal/washington/washingtonsconsumerRights.pdf