Pennsylvania Code & Bulletin

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The Pennsylvania Code website reflects the Pennsylvania Code changes effective through 52 Pa.B. 1354 (February 26, 2022).

52 Pa. Code § 63.21. Directories.

§ 63.21. Directories.

 (a)  When a directory is provided by the public utility, it shall be revised and reissued at sufficiently frequent intervals to avoid serious inconvenience to the public. A satisfactory length for a directory period shall be determined by the volume of changes and new listings and the facilities available for supplying new numbers to calling parties and for intercepting calls to numbers which have been changed.

 (b)  One copy of each new directory issue shall be furnished to each subscriber and one copy sent to the Commission by the issuing public utility at the time of its distribution to subscribers.

 (c)  A directory shall contain the following:

   (1)  The name of the issuing public utility.

   (2)  The month and year issued.

   (3)  A statement of the area covered by the directory.

   (4)  Necessary instructions to enable users to place calls efficiently, including, but not limited to, telephone company local, toll, emergency and operator-assistance calls. Necessary instructions to transact business with the telephone company, such as payment of bills, ordering changes in service and reporting service difficulties.

   (5)  A separate section containing social service organization, school and government listings.

 (d)  A name shall be listed in a directory only if the following conditions are met:

   (1)  It leads to a positive and particular identification of a party.

   (2)  It is a name the party legally is authorized to use.

   (3)  It is a name used by the party in the community.

   (4)  It is a name which is not misleading, deceptive or confusing.

 (e)  Upon receiving a customer complaint alleging misleading, deceptive or confusing directory listings, a public utility shall investigate the complaint under §  63.15 (relating to complaint procedures). If the utility determines that a directory listing is misleading, deceptive or confusing, the utility shall delete the listing from future directories. After reaching its decision the public utility shall advise interested parties in writing of its opinion and shall inform them of the right to file a complaint with the Commission.


   The provisions of this §  63.21 amended under the Public Utility Code, 66 Pa.C.S. § §  501, 504—506, 1301, 1501, 1504 and 2901.


   The provisions of this §  63.21 adopted March 25, 1946; amended through June 30, 1969; amended January 29, 1988, effective July 30, 1988, 18 Pa.B. 466; amended July 17, 1998, effective July 18, 1998, 28 Pa.B. 3394. Immediately preceding text appears at serial pages (225747) to (225748) and (205885).

Notes of Decisions

   Duty to Inform

   Duty to inform public under this section does not establish duty on part of phone company to give non-negligent legal service in its directory, where issue was raised for first time on appeal. Rice v. Bell Telephone Company of Pennsylvania, 524 A.2d 522 (Pa. Super. 1987).

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