Conn. Agencies Regs. § 16-247g-2 - Quality of service standards
(a) Each
telecommunications provider, shall meet the following monthly quality of
service standards:
(1) Trouble Reports Per
Hundred Lines measures customer service trouble reports when customers are
isolated from the network, including but not limited to intermittent no dial
tone, cross-talk, static noises, error in termination calls, and repeat reports
on customer lines that had a prior trouble report cleared within the last 14
calendar days. Service trouble found to be located on the side of network
interface including customer premise equipment and subsequent trouble report
are excluded from the calculation. Trouble Reports Per Hundred Lines is
calculated in terms of customer service trouble reports per 100 working access
lines. The minimum standard requirement shall be 2.25.
(2) Maintenance Appointment Met measures
service repairs by percentage of customer appointments missed and is calculated
by dividing the number of appointments missed by the company by the total
number of initial service trouble reports. The minimum standard requirement
shall be 90 percent of appointments met.
(3) Installation Appointments Met measures
the percentage of missed appointments to the number of service orders. It is
calculated by dividing the number of appointments missed by the company by the
total number of service orders. The minimum standard requirement shall be 90
percent of appointments met.
(4)
Installation Interval standard upon customer request requires 95 percent of all
service orders to be completed by the company within 5 business days.
(5) Out of Service Repair standard requires
90 percent of all service repairs received by the company in any given 24-hour
period shall be cleared within 24 hours.
(b) No later than January 30 and July 30 of
each year, each telecommunications provider shall submit to the department
semi-annual reports disaggregated by monthly performance on both a company-wide
and wire center or regional levels. Reports of performance below the minimum
standard level must be accompanied by a specific explanation of the reasons and
the steps necessary to bring performance to an acceptable level. The
semi-annual reports shall include, in addition to actual performance data, a
summary report of the company's overall past performance segmented by technical
services, such as, outside plant, switching, and repair, and by customer
services, such as installation, billing and answering time, including the
company's plans for future improvement in service quality. Each
telecommunications provider shall in preparing such reports, consider comments
from its employees or members of collective bargaining units. Such reports
filed by a telecommunications provider shall be considered public records as
defined in section
1-200
of the General Statutes of Connecticut subject to the exemptions provided in
section
1-210
of the General Statutes of Connecticut.
(c) If performance on any standard falls
below the minimum level for three consecutive months, the company shall file
with the department an exception report no later than 30 days following the end
of the period in question. Any exception report filed in such circumstances
shall have appended to it an explanation of the reasons for the result and
proposed solution, including the steps necessary to bring performance up to the
minimum level, and a timetable for such improvement. Each telecommunications
provider shall in preparing such reports, consider comments from its employees
or members of collective bargaining units. Such reports filed by a
telecommunications provider shall be considered public records as defined in
Section
1-200
of the General Statutes of Connecticut subject to the exemptions provided in
Section
1-210
of the General Statutes of Connecticut.
(d) If a telecommunications provider
experiences a service outage that affects either more than ten percent of its
access lines or more than 5,000 access lines, for a duration of more than three
hours, it shall as soon as possible inform the department and the local police
authority by telephone, facsimile or other means of such outage. Such
information shall include the cause of the outage, expected duration of the
outage, the company's corrective actions, including E-911 and other emergency
services availability. The department may require additional information as it
deems necessary.
(e) In the case of
extraordinary circumstances, emergency situations and for any service standard
failure that is beyond the control of the telecommunications provider, the
company, upon determination of the department, shall not be held accountable
for the failure to achieve the minimum standards.
Notes
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