Compilation of Rules and Regulations of the State of Georgia › Department 515 - RULES OF GEORGIA PUBLIC SERVICE COMMISSION › Chapter 515-12 - TELEPHONE SERVICE › Subject 515-12-1 - TELEPHONE SERVICE › Rule 515-12-1-.23 - Customer Trouble Reports

Current through Rules and Regulations filed through June 27, 2024
(1) Local Exchange Carriers that are not
				subject to rate of return regulation pursuant to O.C.G.A. §
									46-5-165 are exempt from the
				provisions of this rule.
(2) Each
				utility shall provide for the receipt of customer trouble reports at all hours
				and make a full and prompt investigation of all complaints. The utility shall
				maintain an accurate record of trouble reports made 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 to clear
				trouble or satisfy the complaint; and the date and time of trouble clearance or
				other disposition.
(3) Each utility
				shall send, via electronic mail, the Commission Staff a trouble report summary
				on a quarterly basis which shall be sent on or before the end of the month
				following the reporting period. This report shall include 1. The name of each
				exchange; 2. The number of exchange lines for each exchange; 3. The number of
				troubles filed that month for each exchange; 4. The Trouble Index (number of
				reported troubles per 100 lines) for each exchange; and 5. A detailed
				explanation if the Trouble Index is above the allowable 4% maximum.
(4) Provisions shall be made to clear
				troubles of an emergency nature at all hours, consistent with the needs of
				customers and the personal safety of utility personnel.
(5) Provisions shall be made to normally
				clear all out-of-service trouble not requiring unusual repair, such as cable
				failure, within 24 hours (Sundays excepted) of the report received by the
				utility unless the customer agrees to another arrangement.
(6) All commitments to customers shall be
				kept, unless customers are timely notified of unavoidable changes. If unusual
				repairs are required, or other factors preclude clearing of reported trouble
				promptly, reasonable efforts shall be made to notify affected
				customers.
(7) Service shall be
				maintained in such a manner that trouble reports by central office do not
				exceed four trouble reports per one hundred access lines per month for two
				consecutive months, or per month for four months in any one twelve-month
				period. This standard does not apply to trouble reports related to customer
				premise equipment, inside wiring, force majeure, or outages of service caused
				by persons or entities other than the telephone utility.
(8)
Transmission Requirements.
Telephone utilities shall furnish and maintain adequate plant, equipment and
				facilities to provide satisfactory transmission of communications between
				customers in their service areas. Transmission shall be at adequate volume
				levels and free of excessive distortion. Levels of noise and cross-talk shall
				be such as not to impair communications.
O.C.G.A.
				  §§
											46-2-20,
				  46-2-30.