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GENERAL INFORMATION 2 You can reach TTY/TDD Operator services any Your Telephone Rights Frontier Privacy time at: TTY/TDD* only toll-free . . . . . . . . . . . . . . . . . . . . . . . 1-877-462-6606 and Responsibilities Principles Unresolved Complaints Telephone subscribers have the right to know Do You Have a Billing Question or a Frontier has strict policies governing employee what to expect from their telecommunication Service Inquiry? access to customer records. We access customer service provider. This information outlines accounts, records or reports for authorized If you have a question about your bill, or have a your rights and responsibilities, and explains business purposes only. We educate our concern or problem about your local telephone the procedures for resolving any concerns or employees about their obligation to safeguard service, please call your local telephone service questions that may arise. customer information and telephone calls, and we provider. Your telephone service provider would hold them accountable for their actions. like to help you resolve any issue you may have. Services for Individuals with Privacy is a priority for Frontier when we develop Disabilities: Operator Services Frontier Customers May Call the new products and services. Frontier conducts a Exemptions Numbers Listed on Page 1 of This privacy review, which includes consumer input, as If a disability prevents you from dialing local or Guide. part of its product development process. We also regional telephone calls yourself, you are exempt The customer service representative who answers inform customers about any privacy implications from added costs of having an operator dial calls your call will help you resolve your issue. If for CUSTOMER INFO GUIDE of these new products and services. for you. Contact our Frontier Business Office for any reason you are not satisfied with the solution more information on Frontier exemptions from the offered, please ask to speak with a supervisor. The Information We Obtain and How usual charges for operator-assisted calls. Supervisors are highly trained and are able to We Use It resolve most issues. Frontier obtains information about customers Directory Assistance Charges that helps us to provide service, and we use that Exemption What do I do if I am not Fully Satisfied information only for business purposes. If a disability makes it impossible for you to look With the Solution Proposed by my up numbers in the telephone book or physically Telephone Service Provider? We want to make sure the information we obtain restricts you from dialing a telephone number, Many service providers have a customer relations and use is accurate. Much of this information is you are eligible for exemptions from local office which is staffed to provide additional reflected in your monthly telephone bill. If you see Directory Assistance charges. Contact our Frontier assistance to customers with billing or service an inaccuracy on your Frontier bill, you should Business Office for more information on Frontier issues. contact us so that we can correct it. exemptions from the usual charges for local Frontier regularly provides useful information Directory Assistance. If you are not satisfied after speaking with a about new products and services to our residential supervisor, Frontier customers may contact: Services for Individuals with a customers, including our customers with Hearing or Speech Disability: Frontier Customer Relations non-published telephone numbers. However, 1-800-426-6404 (toll-free) Monday - consumers who do not wish to receive such West Virginia Relay Service Friday, 8:00 a.m. - 10:00 p.m. EST. information can "opt out" or have their names West Virginia Relay (WVR) is available to all West removed from direct mail, telemarketing and Or you may write to: Virginia residents. WVR enables specially trained customer survey lists that we use internally. For Communications Assistants to act as confidential Frontier Customer Relations example, if you receive an unwanted telemarketing "bridges" between hearing users of standard P.O. Box 5166 call from us, simply tell a Frontier representative telephones and text telephone (TTY/TDD) users Tampa, FL 33675 that you do not wish to receive future calls and with hearing or speech impairments. The WVR If you are still not satisfied after calling the ask to be placed on our "Do Not Call" list. Please operates 24 hours a day and can be reached by Customer Relations office, you may call the understand that making this type of request may dialing the following nationwide toll-free numbers: Public Service Commission of West Virginia at mean that you will be unaware of services or 1-800-642-8544 (toll-free). TTY/TDD/PC/Voice . . . . . . . . . . . . . . . . . . . . . 711 discounts that you might find useful. Or you may write to: Customer Service . . . . . . . . . 1-800-676-3777 When you speak with us, a supervisor might Public Service Commission of West Virginia or . . . . . . . . . . . . . . . . . . . . . 1-866-430-1274 listen in on your call. Supervisors listen in only to c/o Customer Assistance All billable charges for calls placed with the help train employees and ensure that we provide 201 Brooks Street assistance of the WVR center will apply as if you you with accurate information and high-quality P.O. Box 812 directly dialed the call. However, the call to the customer service. Charleston, WV 25323 WVR center is toll-free. Disclosure of Information Outside The types of calls included are: local or long- Frontier 700/900 Number Use and Restriction distance calls, collect calls, calling card calls, third As a rule, Frontier will notify you and give you Some information services are provided through party calls and person-to-person calls. Calls made the opportunity to "opt out" when we disclose 700 and 900 numbers. Frontier does not provide through the relay service are strictly confidential. telephone customer information outside of these services but may in some instances do the Communications Assistants at the WVR are Frontier. In fact, we generally keep our records billing for the companies that provide the service. specially trained to relay your conversation. of the services you buy and the calls you make Be aware when you call a 900 number, the caller As required by law, they cannot disclose any private, and will not ordinarily disclose this pays for the call. At your request, we can restrict information from your conversation, and no information to outside parties without your all calls to these numbers from your phone line. records of the contents of conversations are kept. permission. However, we do release customer Call your local Frontier Business Office to have information without involving you if disclosure Frontier Center for Customers with your lines restricted so that 700 and/or 900 is required by law or to protect the safety of Disabilities numbers cannot be called. customers, employees or property. This is further Residential Customers Some long-distance companies offer "700" 078130 explained below: Monday - Friday 8:30 a.m. - 5:00 p.m. numbers for their customers to call for such Examples of your control over the disclosure of Voice & TTY . . . . . . . . . . . . . 1-877-462-6606 services as reporting repair needs or problems. information: If you choose to block calls to 700 numbers, you Operator Assistance for TTY/TDD will not be able to call any 700 numbers, including You tell us the telephone listings you want Customers the numbers for services that may be provided by to include in our directories and in directory Operator Assistance is available for placing the your long-distance company. assistance. You also may choose to have a non- following TTY/TDD calls: published number, or a non-listed number, or For residence customers there is no charge Local Directory Assistance to exclude your address from your listing. for the initial request to block. However, if you request to unblock your line once it has been Long-Distance Collect blocked, an order processing charge will apply. Third Number

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