Customer Rights & Responsibilities
Customer Rights & Responsibilities
A NATCO Customer Service Representative is responsible for answering your questions and resolving problems with your service. NATCO can be reached by phone at 453-8800 (in Flippin) or outside Flippin at 1-800-775-6682.
A NATCO customer service representative is responsible for answering your questions and resolving problems with your service. NATCO telephone number is 453-8800 (in Flippin), or outside of Flippin 1-800-775-6682.
If you are not satisfied with the response the company provides, you have the right to file a formal complaint with the Arkansas Public Service Commission. The Arkansas Public Service Commission's rules are on display and available in NATCO's business office Monday through Friday, 8:00 a.m. to 5:00 p.m. The PSC can be reached by calling toll free 1-800-482-1164, 1-501-682-1718, or by writing. The address is:
Arkansas Public Service Commission
Consumer Service Office
P.O. Box 400
Little Rock, AR 72203
Use of Residence Telephones for Business Purposes
Residence telephones are installed with the understanding that they will be used for normal social or domestic purposes.
A residence telephone will be changed to business service if:
- residence telephone number is used primarily or substantially for business purposes; or
- residence telephone is advertised in connection with the sale of products or services; and
- the subscriber has no business service elsewhere within our system.
A customer who wants to stop service must notify NATCO by telephone or in person at the business office at least 5 working days before the requested disconnection date. If the request is mailed, the notice must be mailed 8 days before the requested disconnect date. NATCO will close an account 7 days after service has been suspended by the company.
CPNI - Customer Proprietary Network Information
In recent years, the Federal Communications Commission (FCC) instituted new procedures requiring telecommunications companies to increase security measures on the sharing of certain private account information known as Customer Proprietary Network Information (CPNI).
Due to these safety measures required by the FCC, NATCO now requests that each customer establishes a password for their account. This password will provide NATCO the ability to further protect your account and ensure information is released only to the account holder or authorized party on the account. For your security, you will not be able to make any changes or ask questions over the telephone concerning your account unless you have established a password.
If you have not yet established a password for your account, please call NATCO at 1-800-775-6682 and speak with our Customer Service department for further instructions on setting up your account password. Failure to set up a password could hinder NATCO's ability to answer future questions you may have regarding your account.
Disclosure of Customer Billing Name and Address
In accordance with the Federal Communications Commission (FCC) rules, your billing name and address information will be provided to all requesting interstate service providers in the following two instances:
- Whenever you use the calling card issued by the company to pay for services obtained from a telecommunications service provider, and
- Whenever you accept a third party or collect call to your home or business telephone number.
You may list your telephone number with the National Do-Not-Call registry to object to and avoid receiving commercial telephone solicitations. There is no charge. Call toll-free 1-888-382-1222 or for TTY access call 1-866-290-4236 or online at www.donotcall.gov.
Identity Theft Prevention Program
NATCO has implemented a procedure to identify "Red Flags" which may indicate fraudulent activity on your account.
By increasing the awareness and watchfulness of NATCO employees with respect to such Red Flags, NATCO is attempting to do its part to benefit our customers by improving the chances of noticing or discovering incidents of potential identity theft. This detection program may assist law enforcement efforts and prevent the crime and/or help lessen its impact on customers.
Obscene, Harassing or Threatening Calls
It is illegal to place harassing calls according to Arkansas Statute 41-2910. Contact your local police or telephone company for help.
According to Statute 41-2910, a person commits the offense of harassing communications with purpose to harass, annoy or alarm another person if he or she:
- Communicates with a person, anonymously or otherwise, by telephone, or other means, in a manner likely to harass, annoy, or cause alarm; or
- Makes a telephone call or causes a telephone to ring repeatedly with no purpose of legitimate communication, whether or not a conversation ensues; or
- Knowingly permits any telephone under his control to be used for any purpose prohibited by this section.
Offenses involving use of telephones may be prosecuted in the county in which the defendant was located when he or she used a telephone, or in the county in which the telephone made to ring by the defendant was located.
Harassing communications is a class A misdemeanor.
Charging long distance calls to another person's number without their permission is illegal and could lead to prosecution or termination of telephone service, or both.
Responsibility for Payment of Long Distance Service
You are responsible for all long distance charges made from your phone. The same is true for collect calls, calls answered by answering machines, and calling card calls. If you dispute the calls are yours or you have lost your calling card, please contact a customer service representative immediately. You may request blocking for collect or third number billed calls.
Ownership of Telephone Numbers
The ownership of telephone numbers is vested in the telephone company and it reserves the right to change the telephone number, central office designation, or both whenever it deems necessary in the conduct of its business.
Pay-Per-Call (900) Services
The Federal Communications Commission (FCC) and the Federal Trade Commission (FTC) had adopted rules concerning pay-per-call (900 and some 800) services that may affect you.
Pay-per-call (900 and some 800) services are those for which a caller pays a per-call or per-time interval charge that is greater than, or in addition to, the charge for transmission of the call.
Pay-per-call charges are determined by the service provider that offers a specific 900 number.
What You Should Know About Pay-Per-Call (900 and some 800) Services:
- Charges for 900 messages are for non-telecommunications services.
- If you orally communicate and allegation of a billing error via the toll free number on the 900 bill page of your telephone statement, it will be considered sufficient notification of a billing error. You have 60 dates from the date of the disputed bill to dispute a billing error. You have the right to withhold payment of the disputed charges during the billing error review. NO collection activity for disputed charges will occur while the charges are under investigation.
- Customers cannot have their local or long distance service disconnected for failure to pay for pay-per-call charges. The 900 service provider may, however, employ a private entity to collect such charges.
- At the customer's request, NATCO can block the completion of 900 service calls.
- The FCC allows local, long distance or information service providers to initiate blocking of pay-per-call services as a way to protect themselves from customers who incur but fail to pay legitimate pay-per-call charges.
- Customers are not required to pay charges associated with pay-per-call services which are not provided in compliance with Federal laws and regulations (i.e., those of the FCC and FTC).
For more information about your rights concerning pay-per-call services, call NATCO's Business Office at 453-8800 in Flippin or 1-800-775-6682 outside of Flippin.
These consumer rights are provided under the Federal Telephone Disclosures and Dispute Resolution Act.