A telecommunications carrier is required to report to the PUC those trunk groups that do not meet standard during each month. These results will be posted on this web site. A maximum of one percent of the calls may encounter a busy signal. This standard sets the maximum time that a customer should wait to talk to a representative when ordering new service. Some of the bigger companies have centralized centers that are not located in Oregon.
Some companies use an interactive recording, while others use people to initially answer the calls.
The option of transferring to a representative is required to be included in the initial local service-screening message, if an interactive system is used. Each telecommunications carrier reports monthly the percentage of calls answered within 20 seconds. Each telecommunications carrier is required to meet at least 90 percent of its commitments for service. Each telecommunications carrier provides a commitment date to a customer when an order for service is received. This is a date by which service is expected.