Illinois Administrative Code › Title 83 - PUBLIC UTILITIES › Part 730 - STANDARDS OF SERVICE FOR LOCAL EXCHANGE TELECOMMUNICATIONS CARRIERS › Subpart E - STANDARDS OF QUALITY OF SERVICE › Section 730.545 - Trouble Reports

Current through Register Vol. 48, No. 28, July 12, 2024
a) Each local exchange
				carrier shall maintain basic local exchange service so that the average rate of all
				customer network trouble reports is no greater than 6 reports per 100 access lines
				per month.
b) For purposes of
				maintaining records or reporting information relating to the requirement set forth
				in subsection (a), the information required to be so maintained or reported shall be
				calculated by dividing the number of customer initiated network trouble reports in
				any given month that are cleared to network dispositions, less customer premises
				equipment (CPE), inside wire, or emergency situations, by the total number of access
				lines in service. The rate shall be reported on a per 100 access line
				basis.
c) The local exchange carrier
				shall maintain service so that the percentage of repeat trouble reports for a month
				does not exceed 20% of the total customer trouble reports.
d) For purposes of maintaining records or
				reporting information relating to the objective in subsection (c), the information
				required to be so maintained or reported shall be calculated by dividing the total
				number of repeat trouble reports by the total number of customer trouble reports, in
				said month, and shall exclude troubles related to CPE, inside wire, or emergency
				situations.
e) Each local exchange
				carrier shall maintain a record of repeat trouble reports as reported by its
				customers. This record shall include appropriate identification of the customer or
				service affected, the time, date and nature of the repeat trouble report, the action
				taken, and the date and time of trouble clearance or other disposition.
f) The local exchange carrier shall maintain
				service so that the percentage of installation trouble reports for a month does not
				exceed 20% of the total installations.
g) Each local exchange carrier shall maintain a
				record of installation trouble reports as reported by its customers. This record
				shall include appropriate identification of the customer or service affected, the
				time, date and nature of the report, the action taken, and the date and time of
				installation trouble clearance or other disposition.
h) Each local exchange carrier shall keep
				scheduled repair appointments when a customer premises visit requires a customer to
				be present. If the local exchange carrier is unable to keep a scheduled repair
				appointment, it shall notify the customer of the delay and the reason for the delay
				no later than 8 P.M. of the day prior to the scheduled date of the appointment of
				its inability to keep the repair appointment.
i) Each local exchange carrier shall maintain a
				record of repair appointments as reported by its customers. This record shall
				include appropriate identification of the customer or service affected, the time,
				date and nature of the repair appointment, the action taken, the date and time of
				repair appointments, and whether the appointments were kept, cancelled no later than
				8 P.M. of the day prior to the scheduled date of the appointment, or missed without
				notice to the customer no later than 8 P.M. of the day prior to the scheduled date
				of the appointment.