N.M. Admin. Code § 17.11.16.30

Current through Register Vol. 35, No. 23, December 10, 2024

Section 17.11.16.30 - CONFIDENTIALITY; OPERATOR ASSISTED CALLS

A. A carrier shall consider all communications by customers to be confidential in nature. A carrier shall take reasonable steps to minimize the potential for access by other entities to those communications. The carrier's operators and employees shall not listen to any conversation between customers, except when necessary to provide operator services, and shall not repeat or divulge the nature of any conversation or any information inadvertently overheard. A carrier shall ensure that its operators and employees comply strictly with this requirement.

B. A carrier shall adopt suitable rules and instructions to be followed by its operators and employees governing the language and methods to be used when providing assistance to customers. Specifically, operators and employees shall be courteous, considerate, and efficient in handling customer calls. For intrastate operator assisted calls, a carrier shall accurately record when a customer-requested connection is established and when it is terminated.

17.11.16.30 NMAC - Rp, 17.11.16.29 NMAC, 2-1-06