First Level - Claim is filed for the first time:
a) The client has twenty (20) calendar days from the date of the invoice to file any claim related to said invoice.  If claim is not related to client's invoice, client has fifteen (15) calendar days from the date the situation occurred, to file his claim.
b) Claims can be filed by telephone, in writing (fax, letter, e-mail) or in person. The claim must include a brief description of the nature of the claim and client's telephone number.
c) Client has no obligation to pay any undisputed charges in order to be able to file his claim, as long as the account is up to date.
d) Centennial's representative will work on the claim as soon as filed and will provide an immediate response to the client.  If an immediate response is not possible, Centennial will provide the client with a verbal answer within a seventy-two (72) business hours period of time.
e) Centennial's representatives must enter a detailed summary in their system indicating the client's claim and the solution provided.  The summary shall include the client's response to the solution provided.
f) If client is satisfied with the representative's decision, no written notice will be needed.  If client is unsatisfied with the representative's answer, a written notice will be mailed stating client's right to appeal with Centennial.

Second Level - Appeal at Centennial
A) Client must file a written appeal within fifteen (15) days from the date  the written notice stating Centennial's response was sent. The appeal can be filed in person, visiting one of Centennial's stores, or by mail to:  Centennial de Puerto Rico, Attention: Customer Service Department, PO Box 71514, San Juan, Puerto Rico  00936-8614.
b) The appeal must include the following information:  (1) client's name and address; (2) client's account or telephone number; (3) a summary of the nature of the claim and; (4) the remedy requested.
c) Client must pay the undisputed charges in order to process his appeal.
d) Client's right to appeal will be deemed waived and the charges accepted, if his written appeal and the payment for the undisputed charges is not received within the above mentioned term.
e) Clients appeal will be evaluated by the Centennial's Customer Service Liaison.  Centennial must respond to client, in writing, within ten (10) business days.  f) If Centennial's decision is unfavorable to the client, the client has twenty (20) days from the date response was received, to pay the total balance of the disputed bill.
g) Client may appeal before the PR Telecommunications Regulatory Board if unsatisfied with Centennial's determinations.

Third Level - Appeal before the PR Telecommunications Regulatory Board
a) Client must file its written request for the PR Telecommunication Regulatory Board to review Centennial's response within period of (30) days from Centennial's response date.
b) The appeal shall include the following information: (1) client's name and address; (2) name of the company against which the claim was originally presented; (3) pertinent facts; (4) brief description of the decision taken by the company; (5) applicable law (if known by the client); and (6) remedy requested.  The appeal can be handwritten (legible), typed or by any electronic system. It must also be signed by the client. (c)The client must send a copy of the appeal to Centennial.
d) The appeal can be filed by mail or hand delivered to the Board's Office during working hours.  The address is:  PR Telecommunications Regulatory Board, Capital Center Building II, 235 Arterial Hostos Avenue, Suite 1001, San Juan, Puerto Rico 00918-1453.