The Missouri Public Service Commission said it will no longer have oversight powers over many aspects of the operations of a local telephone company, but that company says customers should see little change.
The PSC sent out a news release on Friday announcing that Southwestern Bell Telephone Company, doing business as AT&T Missouri, is opting out of PSC oversight regarding certain aspects of telephone service in dozens of Missouri communities.
Among the communities listed were Carthage, Joplin, Jasper, Webb City, Carl Junction, Neosho and other area cities.
Kerry Hibbs, spokesman for AT&T-Missouri, said the change means very little for customers.
“Despite the change in the formal rules, the PSC still retains quite a bit of oversight over customer complaints,” Hibbs said. “So the impact, I don’t think anyone will see any difference whatsoever. If somebody complains about their phone service to the PSC, the PSC will still work with the provider, AT&T or whomever, and say hey we’ve got a complaint, you guys need to look at it, and we will. That doesn’t change at all.”
The PSC said House Bill 1779, passed in 2008 by the Missouri General Assembly allows the phone provider to opt out of PSC oversight.
“The waivers prevent the PSC from enforcing its rules and regulations and limit the PSC’s ability to address formal complaints filed at the commission by consumers,” the PSC’s release said.
“However, even though the Public Service Commission lacks jurisdiction to handle complaints associated with the waivers, the PSC will continue to monitor telephone company service performance. Consumers are invited to contact the commission through its consumer services department hotline (1-800-392-4211) to report any positive or negative inquiries or complaints about service quality and billing issues.”
Hibbs said the legislation and the decision to opt out of PSC oversight is the recognition that the telecommunications world has changed and no longer does one company have a monopoly on providing phone service to an individual, home or community.
“With competition today, I think all the providers are going to be even more determined to provide good customer service,” Hibbs said. “You think about where all you can get your telephone service today, like your local telephone company, like a cellular phone company, like a voice over the Internet provider, from cable tv and there’s multiple vendors in some of those areas. You’ve got lots of places to get your phone service today and that change in the telecom industry is what prompted this.”
