2002-05-22 CC Packet - Laserfiche WebLink

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.. Arbitration Provisions. 4. In addition to contacting AT&T Broadband or the LFA, customers may continue to contact agencies such as the Better Business Bureau in the same manner as before. Since adoption of the Arbitration Provisions last Fall, our traditional customer resolution mechanisms have been successful, and no Minnesota or Wisconsin customers have brought any dispute to arbitration. While reserving any and all substantive and procedural rights with respect to each individual franchise and LFA, for convenience purposes, we have prepared and submit this common response to all of the LFA Communications. Any Franchise citations in this letter, however, refer to the RamseylWashington Franchise unless otherwise noted. The Arbitration Provisions do not affect any LFA's authority or Franchise provisions. As a threshold matter, it is important to recognize, and AT&T Broadband provides this assurance that: . the Franchises are not altered by the Arbitration Provisions, . the role and relationship of the LFA vis a vis a consumer is not changed by the virtue of the Arbitration Provisions, and . the LFA authority with respect to consumer matters is not diminished. As the CSA explains, we continue to follow the same customer complaint resolution procedures as before. The CSA also states that customers who are dissatisfied with our handling of the matter may contact their LFA. and our LFA complaint practices remain unchanged. In addition, customers may continue to contact agencies such as the Better Business Bureau or the Office of Attorney General in the same manner as before. The procedures of the Arbitration Provisions are intended to come into play where a customer remains dissatisfied after attempting to resolve the matter using these methods and seeks remedies outside of procedures established either internally within AT&T Broadband or within the provisions of any LFA Franchise. For example, if a customer were to choose to complain neither to AT&T Broadband nor the LFA, but rather, attempted to proceed directly to litigation on any issue, the Arbitration Provisions would apply. This, however, would not be in contravention of, nor interfere in any way with the procedures under the Franchise. This is a significant point to keep in mind because the overwhelming majority of customer complaints are resolved through these. mechanisms. Litigation filed by customers is unusual rather than the norm. We believe that there are two overriding reasons for this. First, the Company works hard to resolve customer problems to the mutual satisfaction of both parties as promptly as possible, and we are very successful in accomplishing this objective. Second, litigation is an expensive, lengthy and uncertain process that some individuals may choose not to undertake. In contrast, arbitration is less expensive and faster for both parties. For this reason, we feel it is a superior method for dispute resolution. AT&T Broadband is entitled to establish policies with its customers. 2 P.37