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 730.540 - Installation Requests

Current through Register Vol. 48, No. 28, July 12, 2024
a) Each local
				exchange carrier shall complete 90% of its "basic local exchange service
				installations" within five business days after the customer requests installation or
				by such later date as requested by applicant, as subject to the exclusions set forth
				in subsection (f). This subsection (a) does not apply to the migration of a customer
				between telecommunications carriers, so long as the customer maintains dial tone. A
				telecommunications carrier offering basic local exchange service utilizing the
				network or network elements of another carrier shall install new lines for basic
				local exchange service within 3 business days after provisioning of the line or
				lines, by the carrier whose network or network elements are being utilized, is
				complete.
b) Each local exchange carrier
				shall maintain records and submit reports with respect to this Section as follows:
				Whenever a local exchange carrier fails to meet the monthly requirements contained
				in this Section, it shall file a monthly report identifying the installation
				performance relating to the failed requirement to the Staff of the Illinois Commerce
				Commission, Telecommunications Division, as well as a statement of the reasons for
				such failure, within 15 days after the end of the month in which the failure
				occurred.
c) 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
				measuring customer applications or requests for basic local exchange service
				installation from the date the customer makes such application or request to the
				date the installation order is signed off by the carrier as completed.
d) If a local exchange carrier knows a premises
				visit (which includes entry into a dwelling) is required in connection with any
				basic local exchange service installation, the local exchange carrier shall advise
				the affected customer of such premises visit and shall schedule an appointment to
				perform any such visit at a mutually agreed upon date and time (which shall be
				identified as occurring within a four hour window, such as a morning or afternoon or
				evening shift or until June 30, 2004, between 8 A.M. and 4 P.M. on a particular day
				if the carrier uses the resold services, network, or network elements of another
				carrier to provide services to the customer). When the installation appointment
				cannot be met within the prescribed appointment window, the local exchange carrier
				shall notify the customer of the delay and the reason for such delay no later than 8
				P.M. of the day prior to the scheduled date of the appointment of its inability to
				keep the appointment, and shall then reschedule a date and time acceptable to the
				customer when the utility will be able to provide the requested service.
				Customer-caused delays or customer-missed appointments shall not be subject to the
				time restrictions of this subsection.
e)
				Each local exchange carrier shall maintain a record of installation requests as
				reported by its customers. This record shall include appropriate identification of
				the customer or service affected, the time, date and nature of the installation
				request, the action taken, the date and time of installations or other disposition,
				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.
f) Authorized Delays
1) An installation that is not performed within
				the intervals referred to in subsections (a) and (d) will not be considered a
				violation of subsection (a) and (d) for the period of delay if the installation is
				delayed due to the following:
A) as a result of a
				negligent or willful act on the part of the customer;
B) as a result of a malfunction of customer-owned
				telephone equipment or inside wire;
C)
				as a result of, or extended by, an emergency situation;
D) as a result of the carrier's inability to gain
				access to the customer's premises due to the customer missing an appointment,
				provided that the violation is not further extended by the carrier;
E) as a result of a customer request to change the
				scheduled appointment, provided that the violation is not further extended by the
				carrier;
F) as a result of a carrier's
				right to refuse service to a customer as provided in 83 Ill. Adm. Code 735;
				or
G) as a result of a lack of
				facilities where a customer requests service at a geographically remote location, a
				customer requests service in a geographic area where the carrier is not currently
				offering service, or there are insufficient facilities to meet the customer's
				request for service, subject to carrier's obligation for reasonable facilities
				planning.