Administrative Rules of Montana › Department 38 - PUBLIC SERVICE REGULATION › Chapter 38.5 - UTILITY DIVISION › Subchapter 38.5.33 - Telecommunications Service Standards › Rule 38.5.3371 - SERVICE REQUIREMENTS

Current through Register Vol. 13, July 5, 2024
(1) These rules
				establish service quality requirements for facilities-based local exchange
				carriers. The carrier shall be expected to meet generally accepted industry
				standards for quality on any service provided by the carrier that is not
				covered by these rules.
(2) Based
				on commission receipt of increasing consumer complaints or other relevant
				information about the level of service being provided by a carrier to which
				these service quality requirements apply, the commission may require the
				carrier to begin documenting its compliance with any or all of these service
				requirements and providing periodic service quality reports containing such
				documentation to the commission. If a carrier is required by the commission to
				provide records or documentation regarding its compliance, the records or
				documentation must be reported on individual exchange and statewide aggregate
				bases.
(3) Regarding installation
				of local exchange service, the carrier shall complete 95 percent of its
				installation orders within five business days of the application date,
				excluding those orders where the customer specifically requests a later due
				date. Ninety-five percent of the orders where the customer specifically
				requested a later due date must be completed on the customer-requested due
				date.
(a) The carrier shall complete 100
				percent of all orders for service installation, excluding those orders where
				the customer specifically requested a later due date, within 180 calendar days
				of the application date.
(b) Each
				carrier shall make commitments to customers as to the date of installation of
				all service orders.
(c) Violations
				of the installation requirements do not exist if the carrier is unable to
				comply due to customer reasons, or work stoppages directly affecting provision
				of service in Montana, or other circumstances outside the carrier's control
				that can be documented by the carrier. A carrier may not exclude orders from
				this measurement in those instances where the installation required access to
				the customer's location and no access was available, but the carrier either did
				not schedule an installation appointment with the customer for on-premises
				access or did schedule an appointment, which may not exceed a four-hour
				appointment window, but did not arrive at the customer's premises at the
				appointed time.
(d) A carrier shall
				not cancel customer installation orders at its own discretion. An installation
				order received by a carrier shall remain a pending order until the installation
				is completed or the customer requests cancellation at his or her own initiative
				or in response to the carrier's inquiry. An installation order may be cancelled
				if the carrier has made a good faith effort to contact the customer and the
				customer has not responded to the carrier's inquiries.