reglab/statecodes huggingface dataset:
New Mexico Administrative Code › Title 17 - PUBLIC UTILITIES AND UTILITY SERVICES › Chapter 11 - TELECOMMUNICATIONS › Part 22 - QUALITY OF SERVICE › Section 17.11.22.16 - DIRECTORY ASSISTANCE AND INTERCEPT

Current through Register Vol. 35, No. 13, July 16, 2024
A. An ILEC shall list basic local exchange
				service customers (except those customers requesting otherwise) in the
				directory assistance database within twenty-four (24) hours of service
				connection, except during times of regular maintenance, in which case the
				listing shall occur within forty-eight (48) hours of service
				connection.
B. If an ILEC makes an
				error in the listed number or name of any customer, then until a new directory
				is published, the ILEC shall make, at no charge to the customer, whatever
				special arrangements are necessary and reasonable to ensure that calling
				parties are able to reach the customer whose listed number or name is in
				error.
C. If an ILEC makes an error
				in the number, name or address of any listing of any customer, the ILEC shall
				place the customer's correct name, address and telephone number in the files of
				the directory assistance and intercept operators within seventy-two (72) hours
				of confirmation of the error.
D.
				When a customer's telephone number is changed at the request of the customer
				after a directory is published, the LEC shall provide intercept service for all
				calls to the former number for the lesser of sixty (60) days or until a new
				directory is issued. If the change is made at the initiative of the LEC, the
				LEC shall provide intercept service for the former number at no charge to the
				customer for the greater of sixty (60) days or the remaining life of the
				current directory. The LEC shall provide the correct number to its information
				operator within twenty-four (24) hours of the number change (except during
				times of regular maintenance, in which the case the listing shall occur within
				forty-eight (48) hours of service connection) or send it to the carrier
				providing information operator service within twenty-four (24) hours if the
				local exchange carrier does not provide its own service. The LEC's intercept
				recording shall state how the caller can obtain the new number.
New Mexico Administrative Code › Title 17 - PUBLIC UTILITIES AND UTILITY SERVICES › Chapter 11 - TELECOMMUNICATIONS › Part 22 - QUALITY OF SERVICE › Section 17.11.22.17 - NETWORK CALL COMPLETION REQUIREMENTS FOR DIRECT DIALED CALLS

Current through Register Vol. 35, No. 13, July 16, 2024
A. An ILEC shall
				maintain sufficient wire center and interoffice channel capacity and any other
				necessary facilities to meet the following minimum requirements during any
				normal busy hour:
(1) dial tone within three
				(3) seconds for ninety-eight (98) percent of call attempts on the switched
				network;
(2) correct termination of
				ninety-eight (98) percent of properly dialed intraoffice or interoffice calls
				within an extended service area; and
(3) correct termination of ninety-eight (98)
				percent of properly dialed intraLATA calls when the call is routed entirely
				over the network of the ILEC.
New Mexico Administrative Code › Title 17 - PUBLIC UTILITIES AND UTILITY SERVICES › Chapter 11 - TELECOMMUNICATIONS › Part 22 - QUALITY OF SERVICE › Section 17.11.22.18 - NETWORK CALL COMPLETION REQUIREMENTS FOR OPERATOR ASSISTED CALLS

Current through Register Vol. 35, No. 13, July 16, 2024
A carrier offering operator assistance to the public shall
				  answer eighty-five (85) percent of directory, intercept, toll and local
				  assistance calls within ten (10) seconds. The following are not answers:
A. an acknowledgement that the customer is
				waiting on the line;
B. a dropped
				call;
C. directing the call to a
				company representative or mechanized system incapable of providing assistance
				to the customer; or
D. directing
				the call to a system that will only take a message from the customer.
New Mexico Administrative Code › Title 17 - PUBLIC UTILITIES AND UTILITY SERVICES › Chapter 11 - TELECOMMUNICATIONS › Part 22 - QUALITY OF SERVICE › Section 17.11.22.19 - QUALITY OF SERVICE STANDARDS FOR NON-DESIGNED SERVICES

Current through Register Vol. 35, No. 13, July 16, 2024
A.
Installation of primary local
				exchange lines.
An ILEC shall complete at least ninety-six (96) percent
				of all requests for installation of primary local exchange lines within the
				time frames established 17.11.22.12 NMAC.
B.
Held orders for primary local
				exchange lines.
An ILECs annual held order rate for primary local
				exchange lines shall not exceed 0.035 percent. The annual held order rate shall
				be the average of the monthly held order rates. The monthly held order rate
				shall be calculated as the number of an ILEC's held orders for primary local
				exchange lines as of the last day of the month, excluding orders for which
				waivers have been granted, expressed as a percentage of the total number of the
				ILEC's switched access lines in service at the end of that month.
C.
Trouble reports.
(1) An ILEC's trouble report rate shall not
				exceed five (5) trouble reports per month per 100 access lines in service per
				wire center.
(2) An ILEC's repeat
				trouble report rate shall not exceed 18% of total monthly trouble reports, on a
				wire center basis.
New Mexico Administrative Code › Title 17 - PUBLIC UTILITIES AND UTILITY SERVICES › Chapter 11 - TELECOMMUNICATIONS › Part 22 - QUALITY OF SERVICE › Section 17.11.22.20 - TIMELY RESPONSE BY CUSTOMER SERVICE REPRESENTATIVES

Current through Register Vol. 35, No. 13, July 16, 2024
A.
Standards.
An ILEC's
				business and repair offices shall answer calls within an average of thirty-five
				(35) seconds. If a carrier uses an automated response system, the system shall
				transfer calls to a customer service representative within an average of
				thirty-five (35) seconds of the customer's selection or within forty (40)
				seconds if the customer does not make a selection. An ILEC shall ensure that no
				more than one (1) percent of calls to its business offices reach a busy signal
				and that no more than one (1) percent of calls to its repair offices reach a
				busy signal.
B.
Reports.
An ILEC shall file an exception report within thirty (30)
				calendar days of the end of any month in which it failed to meet any of the
				standards set forth in Subsection A of this section. The report shall identify
				each offending business office and repair office, the percent of calls
				answered, the percent of calls reaching a busy signal, the reason for failure
				to meet the respective standard, the remedial action taken by the ILEC, and any
				known results of that remedial action.
New Mexico Administrative Code › Title 17 - PUBLIC UTILITIES AND UTILITY SERVICES › Chapter 11 - TELECOMMUNICATIONS › Part 22 - QUALITY OF SERVICE › Section 17.11.22.21 - AGGREGATE CUSTOMER CREDITS

Current through Register Vol. 35, No. 13, July 16, 2024
This section applies only to non-designed services.
A.
Annual compliance reports.
(1) By February 15 of each year, each ILEC
				shall submit to the commission a report detailing, on a statewide basis, its
				compliance in the preceding calendar year with the quality of service standards
				set forth in this rule. The report shall also list each wire center
				alphabetically and shall indicate for each wire center which of the standards
				set forth in subsections C and D of 17.11.22.19 NMAC the ILEC failed to meet
				and the months in which the ILEC failed to meet the standard.
(2) The report shall include the details of
				the calculations made pursuant to 17.11.22.22 NMAC to determine the credit
				obligations the ILEC has incurred for the preceding calendar year, including
				those that are the subject of a petition for waiver or variance.
New Mexico Administrative Code › Title 17 - PUBLIC UTILITIES AND UTILITY SERVICES › Chapter 11 - TELECOMMUNICATIONS › Part 22 - QUALITY OF SERVICE › Section 17.11.22.22 - CALCULATION OF AGGREGATE CUSTOMER CREDITS

Current through Register Vol. 35, No. 13, July 16, 2024
This section applies only to nondesigned services.
A.
Installation of service.
For
				any calendar year in which an ILEC failed to achieve, on a statewide basis, the
				ninety-six (96) percent installation standard for primary local exchange lines,
				the ILEC shall incur the following credit obligations:
(1) for each percentage point from .1 to 3.0
				percentage points less than the benchmark: .06 percent of the ILEC's total
				intrastate revenues for the year;
(2) for each percentage point from 3.1 to 7.0
				percentage points less than the benchmark: .10 percent of the ILEC's total
				intrastate revenues for the year;
(3) for each percentage point from 7.1 to
				12.0 percentage points less than the benchmark: .13 percent of the ILEC's total
				intrastate revenues for the year; and
(4) for each percentage point over 12.0
				percentage points less than the benchmark: .16 percent of the ILEC's total
				intrastate revenues for the year.
New Mexico Administrative Code › Title 17 - PUBLIC UTILITIES AND UTILITY SERVICES › Chapter 11 - TELECOMMUNICATIONS › Part 22 - QUALITY OF SERVICE › Section 17.11.22.23 - INDIVIDUAL CUSTOMER CREDITS

Current through Register Vol. 35, No. 13, July 16, 2024
A.
Out-of-service clearances.
A LEC shall automatically make
				appropriate adjustments to a customer's bill whenever service from the LEC is
				interrupted and remains out of order for more than eight (8) hours during a
				continuous twenty-four (24) hour period after the customer reports it or the
				LEC finds it, whichever occurs first.
(1) The
				LEC shall provide a credit on the monthly bill for LEC services that is
				proportional to the duration of the service interruption. Each occurrence of a
				loss of service for eight (8) hours during a twenty-four (24)-hour time period
				shall count as one day and every month shall be considered to have thirty (30)
				days.
(2) The LEC shall not be
				required to provide an adjustment for loss of service due to:
(a) the negligence or willful act of the
				customer;
(b) a malfunction of
				facilities other than those under control of the LEC;
(c) force majeure; or
(d) the inability of the LEC to gain access
				to the customer's premises when necessary.
New Mexico Administrative Code › Title 17 - PUBLIC UTILITIES AND UTILITY SERVICES › Chapter 11 - TELECOMMUNICATIONS › Part 22 - QUALITY OF SERVICE › Section 17.11.22.24 - RATEMAKING TREATMENT OF PENALTIES AND CREDITS

Current through Register Vol. 35, No. 13, July 16, 2024
Regardless of the form of regulation, an ILEC shall not
				  recover from customers through its rates the costs it incurs for penalties
				  imposed pursuant to NMSA 1978 Section
				  63-7-23
				  or credits provided to customers pursuant to this rule.
New Mexico Administrative Code › Title 17 - PUBLIC UTILITIES AND UTILITY SERVICES › Chapter 11 - TELECOMMUNICATIONS › Part 22 - QUALITY OF SERVICE › Section 17.11.22.25 - EXEMPTION OR VARIANCE

Current through Register Vol. 35, No. 13, July 16, 2024
A.
General requirements.
(1) Any carrier
				may petition for an exemption or variance from any of the requirements of this
				rule.
(2) Such petition may include
				a motion that the commission stay the affected portion of this rule for the
				transaction specified in the motion.
(3) Petitions for an exemption or a variance
				and motions for a stay must be supported by an affidavit signed by an officer
				of the carrier or other person with authority to bind the carrier.
(4) The commission may, at its discretion,
				require an informal conference or formal evidentiary hearing prior to making
				its determination.
New Mexico Administrative Code › Title 17 - PUBLIC UTILITIES AND UTILITY SERVICES › Chapter 11 - TELECOMMUNICATIONS › Part 23 - RETAIL SERVICE PRICING STANDARDS FOR MID-SIZE CARRIERS › Section 17.11.23.3 - STATUTORY AUTHORITY

Current through Register Vol. 35, No. 13, July 16, 2024
NMSA 1978 Sections
				  63-9A-5.1
				  and
				  63-9A-5.2.
New Mexico Administrative Code › Title 17 - PUBLIC UTILITIES AND UTILITY SERVICES › Chapter 11 - TELECOMMUNICATIONS › Part 23 - RETAIL SERVICE PRICING STANDARDS FOR MID-SIZE CARRIERS › Section 17.11.23.5 - EFFECTIVE DATE

Current through Register Vol. 35, No. 13, July 16, 2024
April 1, 2006, unless a later date is cited at the end of a
				  section.
New Mexico Administrative Code › Title 17 - PUBLIC UTILITIES AND UTILITY SERVICES › Chapter 11 - TELECOMMUNICATIONS › Part 23 - RETAIL SERVICE PRICING STANDARDS FOR MID-SIZE CARRIERS › Section 17.11.23.6 - OBJECTIVE

Current through Register Vol. 35, No. 13, July 16, 2024
The purpose of this rule is to establish retail service
				  pricing standards for mid-size carriers.
New Mexico Administrative Code › Title 17 - PUBLIC UTILITIES AND UTILITY SERVICES › Chapter 11 - TELECOMMUNICATIONS › Part 23 - RETAIL SERVICE PRICING STANDARDS FOR MID-SIZE CARRIERS › Section 17.11.23.7 - DEFINITIONS

Current through Register Vol. 35, No. 13, July 16, 2024
As used in this rule:
A. basic services means retail
				telecommunications services that provide residence or business customers with
				an individual primary line providing voice grade access to the public switched
				network;
B. basket means a
				collection of retail telecommunications services grouped together in order to
				calculate permissible changes in the price ceilings for the services;
C. bundle means a combination of regulated
				services and unregulated services in a single retail product offering; the
				unregulated services may be obtained by a mid-size carrier from another
				entity;
D. commission notice means
				a letter of notice filed by a mid-size carrier at the New Mexico public
				regulation commission;
E. cost
				means the cost incurred by a mid-size carrier to provide a service in New
				Mexico;
F. customer notice means
				notice of changes in service prices, terms, or conditions provided by a
				mid-size carrier to retail customers via bill message or, at the option of the
				mid-size carrier, via bill insert, direct mail, or publication in
				newspapers;
G. effective price
				means the current tariffed price for a retail telecommunications
				service;
H. initial price means a
				mid-size carrier's rates on file at the commission on the first date that the
				carrier is regulated under this rule. The first established price of a new
				service introduced after the effective date of this rule shall be considered
				its initial price;
I. mid-size
				carrier means any telecommunications company with more than fifty thousand but
				less than three hundred seventy-five thousand access lines in New
				Mexico;
J. non-basic services means
				retail telecommunications services that are not a basic service, a switched
				access service or a wholesale service governed by an interconnection
				agreement;
K. package means the
				combination of two or more regulated services in a single retail product
				offering by a mid-size carrier;
L.
				price ceiling means the maximum price at which a basic or non-basic service may
				be offered;
M. price floor means
				the lowest price at which a basic or non-basic service may be
				offered;
N. promotion means the
				offering of a new or existing telecommunications product or service at a new or
				reduced price or on modified terms for a temporary period;
O. service area refers to the territory
				served by a mid-size carrier within a single wire center.
New Mexico Administrative Code › Title 17 - PUBLIC UTILITIES AND UTILITY SERVICES › Chapter 11 - TELECOMMUNICATIONS › Part 23 - RETAIL SERVICE PRICING STANDARDS FOR MID-SIZE CARRIERS › Section 17.11.23.8 - PRICING FLEXIBILITY

Current through Register Vol. 35, No. 13, July 16, 2024
In recognition of factors that distinguish mid-size carriers
				  from other carriers, this rule establishes pricing flexibility for mid-size
				  carriers and an objective mechanism by which mid-size carriers may adjust
				  prices.
A. Basic Services.
(1) Effective Price. The effective price of a
				basic service may be any price that is less than or equal to the price ceiling
				for the service and greater than or equal to the price floor for the
				service.
(2) Price Ceilings.
(a) The initial price ceiling for each basic
				service shall be its initial price.
(b) Each price ceiling shall be adjusted once
				annually by the percentage change in the average national price for residential
				and business single lines reported in the most recent statistics of
				communications common carriers published by the federal communications
				commission.
(i) For residential and business
				customers, price indices shall be calculated based on the tables entitled
				"average residential rates for local service in urban areas" and "average local
				rates for businesses with a single line in urban areas,"
				respectively.
(ii) For residential
				and business customers, the applicable price indices shall be calculated based
				on the rows entitled "total monthly charge" and "total connection
				charge."
(c) If the
				index declines in a year, the price ceiling shall not be reduced; however, the
				price ceiling will not be increased subsequently until the index surpasses its
				value in the year prior to the decline.
(d) A mid-size carrier may change the price
				ceiling of a basic service by filing tariff sheets reflecting the change and
				providing notice as required in17.11.23.9 NMAC.
(3) Price Floors. The price floor for a basic
				service shall be the average cost of providing the service in New
				Mexico.
(4) Rebalancing. The
				commission may revise the price ceiling for a basic service as part of a
				revenue-neutral rate rebalancing, as provided by NMSA 1978 Section
				63-9A-5.1(E).
				Subsequent changes to a revised price ceiling shall be based on subsequent
				changes in the appropriate index.
New Mexico Administrative Code › Title 17 - PUBLIC UTILITIES AND UTILITY SERVICES › Chapter 11 - TELECOMMUNICATIONS › Part 23 - RETAIL SERVICE PRICING STANDARDS FOR MID-SIZE CARRIERS › Section 17.11.23.10 - SUSPENSION

Current through Register Vol. 35, No. 13, July 16, 2024
Pursuant to NMSA 1978 Section
				  63-9A-5.1(G),
				  the commission may suspend a tariff introducing a new service, withdrawing a
				  non-basic service, or changing the effective price or the price ceiling of a
				  basic service or a non-basic service under circumstances limited to ensuring
				  compliance with applicable rules, cost considerations, or a finding that the
				  tariff filing is not consistent with the public interest.
New Mexico Administrative Code › Title 17 - PUBLIC UTILITIES AND UTILITY SERVICES › Chapter 11 - TELECOMMUNICATIONS › Part 23 - RETAIL SERVICE PRICING STANDARDS FOR MID-SIZE CARRIERS › Section 17.11.23.11 - REVIEW AND REPORT TO LEGISLATURE

Current through Register Vol. 35, No. 13, July 16, 2024
Two years after the effective date of this rule, the
				  commission and any mid-size carrier shall independently review the provisions
				  of this rule and, subsequently, shall report their findings to the legislature.
				  All or part of such findings may be reported to the legislature either jointly
				  or separately.
New Mexico Administrative Code › Title 17 - PUBLIC UTILITIES AND UTILITY SERVICES › Chapter 11 - TELECOMMUNICATIONS › Part 23 - RETAIL SERVICE PRICING STANDARDS FOR MID-SIZE CARRIERS › Section 17.11.23.12 - WAIVERS

Current through Register Vol. 35, No. 13, July 16, 2024
Pursuant to NMSA 1978 Section
				  63-9A-5.1(H),
				  a mid-size carrier may petition the commission for a waiver of any provision of
				  this rule for good cause shown. Without limitation, extraordinary changes in a
				  carrier's costs caused by administrative, legislative, or judicial action
				  beyond the control of the carrier shall constitute good
				  cause.
New Mexico Administrative Code › Title 17 - PUBLIC UTILITIES AND UTILITY SERVICES › Chapter 11 - TELECOMMUNICATIONS › Part 23 - RETAIL SERVICE PRICING STANDARDS FOR MID-SIZE CARRIERS › Section 17.11.23.13 - ADJUSTMENTS FOR EXOGENOUS COST CHANGES

Current through Register Vol. 35, No. 13, July 16, 2024
A mid-size carrier, staff, or other interested party may
				  petition the commission to incorporate exogenous cost changes resulting from
				  extraordinary changes in a mid-size carrier's cost caused by administrative,
				  state or federal legislative changes, or judicial action beyond the control of
				  the mid-size carrier. Such adjustments make take the form of a change in rates,
				  or surcharges or credits on consumers' bills. The commission shall issue a
				  decision on a petition for an exogenous cost adjustment no later than
				  one-hundred and twenty days after the petition is submitted.
New Mexico Administrative Code › Title 17 - PUBLIC UTILITIES AND UTILITY SERVICES › Chapter 11 - TELECOMMUNICATIONS › Part 24 - QUALITY OF SERVICE STANDARDS APPLICABLE TO LARGE INCUMBENT LOCAL EXCHANGE CARRIERS › Section 17.11.24.2 - SCOPE

Current through Register Vol. 35, No. 13, July 16, 2024
This rule applies to all large incumbent local exchange
				  carriers ("LILECs") authorized by the commission to provide retail
				  telecommunications services in New Mexico.
New Mexico Administrative Code › Title 17 - PUBLIC UTILITIES AND UTILITY SERVICES › Chapter 11 - TELECOMMUNICATIONS › Part 24 - QUALITY OF SERVICE STANDARDS APPLICABLE TO LARGE INCUMBENT LOCAL EXCHANGE CARRIERS › Section 17.11.24.3 - STATUTORY AUTHORITY

Current through Register Vol. 35, No. 13, July 16, 2024
Sections
				  8-8-4,
				  8-8-15,
				  and 63-9A-5B NMSA 1978.
New Mexico Administrative Code › Title 17 - PUBLIC UTILITIES AND UTILITY SERVICES › Chapter 11 - TELECOMMUNICATIONS › Part 24 - QUALITY OF SERVICE STANDARDS APPLICABLE TO LARGE INCUMBENT LOCAL EXCHANGE CARRIERS › Section 17.11.24.5 - EFFECTIVE DATE

Current through Register Vol. 35, No. 13, July 16, 2024
December 17, 2019 unless a later date is cited at the end of
				  a section.
New Mexico Administrative Code › Title 17 - PUBLIC UTILITIES AND UTILITY SERVICES › Chapter 11 - TELECOMMUNICATIONS › Part 24 - QUALITY OF SERVICE STANDARDS APPLICABLE TO LARGE INCUMBENT LOCAL EXCHANGE CARRIERS › Section 17.11.24.6 - OBJECTIVE

Current through Register Vol. 35, No. 13, July 16, 2024
The purpose of this rule is to establish standards,
				  procedures, and reporting requirements to ensure that large incumbent local
				  exchange carriers ("LILECs") provide telecommunications services to retail
				  customers at an adequate quality of service level and in a manner consistent
				  with the promotion of universal service.
New Mexico Administrative Code › Title 17 - PUBLIC UTILITIES AND UTILITY SERVICES › Chapter 11 - TELECOMMUNICATIONS › Part 24 - QUALITY OF SERVICE STANDARDS APPLICABLE TO LARGE INCUMBENT LOCAL EXCHANGE CARRIERS › Section 17.11.24.7 - DEFINITIONS

Current through Register Vol. 35, No. 13, July 16, 2024
As used in this rule:
A.
"Access line"
means a dial
				tone line that provides local exchange service from a carrier's switching
				equipment to a point of termination at the customer's network
				interface.
B.
"Basic
				services" means
retail telecommunications services that provide
				residence or business customers with an individual primary line providing voice
				grade access to the public switched network.
C.
"Circumstances beyond a LILEC's
				control"
means:
(1) failure to obtain
				necessary rights-of-way or permits despite the filing of timely
				applications;
(2) extraordinary
				weather and other acts of God or force majeure events; or
(3) supplier issues, vendor issues, and work
				stoppages;
New Mexico Administrative Code › Title 17 - PUBLIC UTILITIES AND UTILITY SERVICES › Chapter 11 - TELECOMMUNICATIONS › Part 24 - QUALITY OF SERVICE STANDARDS APPLICABLE TO LARGE INCUMBENT LOCAL EXCHANGE CARRIERS › Section 17.11.24.9 - OUTAGES

Current through Register Vol. 35, No. 13, July 16, 2024
A LILEC shall provide to the commission's consumer relations
				  division all of the notifications and reports that it provides to the Federal
				  Communications Commission ("FCC") pursuant to 47 C.F.R. 4, Disruptions to
				  Communications, for its operations in New Mexico as a "wireline communications
				  provider" as defined in
				  47
				  C.F.R. 4.3, on the same timeframes as they
				  are provided to the FCC. Carriers may redact from those notifications and
				  reports to the commission any information concerning their operations outside
				  of New Mexico.
New Mexico Administrative Code › Title 17 - PUBLIC UTILITIES AND UTILITY SERVICES › Chapter 11 - TELECOMMUNICATIONS › Part 24 - QUALITY OF SERVICE STANDARDS APPLICABLE TO LARGE INCUMBENT LOCAL EXCHANGE CARRIERS › Section 17.11.24.10 - PROVISION OF SERVICE DURING MAINTENANCE OR EMERGENCIES

Current through Register Vol. 35, No. 13, July 16, 2024
A.
Emergency procedures.
Each
				LILEC shall establish, and instruct its employees regarding procedures for
				preventing and mitigating interruption to or impairment of telecommunications
				service in emergencies, including but not limited to those resulting from power
				failures, sudden and prolonged increases in traffic, illness of operators, or
				force majeure. LILECs shall file written plans detailing their emergency
				procedures with the telecommunications bureau of the commission. Any changes to
				the plan shall be filed with the telecommunications bureau of the commission
				within 30 days of the change.
B.
Reserve power requirements.
LILECs shall maintain in each local
				wire center, toll switching office, and tandem switching office a minimum of
				four hours of battery reserve rated for peak traffic load requirements and
				shall:
(1) install a permanent auxiliary
				power unit in toll and tandem switching offices and in wire centers serving
				10,000 or more access lines;
(2)
				have available a mobile power unit which normally can be delivered and
				connected within four hours or the time limit of the available battery reserve
				for wire centers serving fewer than 10,000 lines.
New Mexico Administrative Code › Title 17 - PUBLIC UTILITIES AND UTILITY SERVICES › Chapter 11 - TELECOMMUNICATIONS › Part 24 - QUALITY OF SERVICE STANDARDS APPLICABLE TO LARGE INCUMBENT LOCAL EXCHANGE CARRIERS › Section 17.11.24.11 - ACCESS TO AND AUDIT OF DATA

Current through Register Vol. 35, No. 13, July 16, 2024
Unless otherwise authorized by the commission, a LILEC shall
				  make all records required by this rule available to the commission, staff, or
				  its authorized representatives at any time upon reasonable notice. A LILEC
				  shall make customer proprietary network information available to the commission
				  to the extent allowed by law. A LILEC shall retain records of reports,
				  measurements, summaries, and backup information for at least two years. The
				  commission or staff may periodically audit a LILEC's quality of service
				  data.
New Mexico Administrative Code › Title 17 - PUBLIC UTILITIES AND UTILITY SERVICES › Chapter 11 - TELECOMMUNICATIONS › Part 24 - QUALITY OF SERVICE STANDARDS APPLICABLE TO LARGE INCUMBENT LOCAL EXCHANGE CARRIERS › Section 17.11.24.12 - INSTALLATION OF BASIC LOCAL EXCHANGE SERVICE

Current through Register Vol. 35, No. 13, July 16, 2024
A.
Order tracking.
At the time
				of each service order, a LILEC shall provide to each applicant for basic local
				exchange service a unique indicator that will permit an applicant to track and
				verify the order.
B.
Premises
				within 1000 feet of distribution terminal
.
(1) Whenever a LILEC receives an application
				for installation of a primary local exchange line for a premises that is within
				1000 feet of a distribution terminal, the LILEC shall provision service within
				five business days of receipt of the service request, or by such later date as
				the customer may request.
(2) When
				LILEC cannot fill an order for a primary local exchange line within ten
				business days of receipt of the order, it shall provide written notice to the
				customer noting the date of the service order and stating the expected
				installation date and the reason for the delay. This notice must be postmarked
				within ten business days of the date the service order is received by the
				LILEC. The LILEC shall promptly notify the customer of any changes in the
				expected installation date.
New Mexico Administrative Code › Title 17 - PUBLIC UTILITIES AND UTILITY SERVICES › Chapter 11 - TELECOMMUNICATIONS › Part 24 - QUALITY OF SERVICE STANDARDS APPLICABLE TO LARGE INCUMBENT LOCAL EXCHANGE CARRIERS › Section 17.11.24.13 - INSTALLATION OF DESIGNED SERVICES

Current through Register Vol. 35, No. 13, July 16, 2024
A.
Confirmation of service
				order.
Within three business days of receipt of a customer's order for
				designed services, a LILEC shall notify the customer of the proposed
				installation date and the customer's remedies for the LILEC's failure to meet
				the proposed installation date.
B.
Held order standard.
An LILEC shall complete eighty-five percent
				of installations for designed services in accordance with the installation
				intervals set forth in Subsections C and D of this section.
C.
Installation interval - facilities
				available.
Where facilities exist, the installation interval shall be
				ten business days.
D.
Installation interval - new facilities required.
Where new
				facilities are needed to provide designed service, the LILEC shall install the
				service within 45 calendar days, unless the customer requests a later date.
(1) When the delay is caused by circumstances
				beyond the LILEC's reasonable control and the commission has granted an
				exemption or variance pursuant to 17.11.24.18 NMAC, the period of delay shall
				be added to the time period allowed for installation of the service.
(2) A LILEC shall report any case in which it
				claims the delay is caused by circumstances beyond the reasonable control of
				the LILEC to the affected customer who shall have the right to challenge the
				exception.
New Mexico Administrative Code › Title 17 - PUBLIC UTILITIES AND UTILITY SERVICES › Chapter 11 - TELECOMMUNICATIONS › Part 24 - QUALITY OF SERVICE STANDARDS APPLICABLE TO LARGE INCUMBENT LOCAL EXCHANGE CARRIERS › Section 17.11.24.14 - DIRECTORY ASSISTANCE AND INTERCEPT

Current through Register Vol. 35, No. 13, July 16, 2024
A. A LILEC shall list basic local exchange
				service customers (except those customers requesting otherwise) in the
				directory assistance database within 24 hours of service connection, except
				during times of regular maintenance, in which case the listing shall occur
				within 48 hours of service connection.
B. If a LILEC makes an error in the listed
				number or name of any customer, then until a new directory is published, the
				LILEC shall make, at no charge to the customer, whatever special arrangements
				are necessary and reasonable to ensure that calling parties are able to reach
				the customer whose listed number or name is in error.
C. If a LILEC makes an error in the number,
				name or address of any listing of any customer, the LILEC shall place the
				customer's correct name, address and telephone number in the files of the
				directory assistance and intercept operators within 72 hours of confirmation of
				the error.
D. When a customer's
				telephone number is changed at the request of the customer after a directory is
				published, the LILEC shall provide intercept service for all calls to the
				former number for the lesser of 60 days or until a new directory is issued. If
				the change is made at the initiative of the LILEC, the LILEC shall provide
				intercept service for the former number at no charge to the customer for the
				greater of 60 days or the remaining life of the current directory. The LILEC
				shall provide the correct number to its information operator within 24 hours of
				the number change (except during times of regular maintenance, in which case
				the listing shall occur within 48 hours of service connection) or send it to
				the carrier providing information operator service within 24 hours if the local
				exchange carrier does not provide its own service. The LILEC's intercept
				recording shall state how the caller can obtain the new number.
New Mexico Administrative Code › Title 17 - PUBLIC UTILITIES AND UTILITY SERVICES › Chapter 11 - TELECOMMUNICATIONS › Part 24 - QUALITY OF SERVICE STANDARDS APPLICABLE TO LARGE INCUMBENT LOCAL EXCHANGE CARRIERS › Section 17.11.24.15 - NETWORK CALL COMPLETION REQUIREMENTS FOR DIRECT DIALED CALLS

Current through Register Vol. 35, No. 13, July 16, 2024
A. A LILEC shall
				maintain sufficient wire center and interoffice channel capacity and any other
				necessary facilities to meet the following minimum requirements during any
				normal busy hour:
(1) dial tone within three
				seconds for ninety-eight percent of call attempts on the switched
				network;
(2) correct termination of
				ninety-eight percent of properly dialed intra office or interoffice calls
				within an extended service area; and
(3) correct termination of ninety-eight
				percent of properly dialed intra LATA calls when the call is routed entirely
				over the network of the LILEC.
New Mexico Administrative Code › Title 17 - PUBLIC UTILITIES AND UTILITY SERVICES › Chapter 11 - TELECOMMUNICATIONS › Part 24 - QUALITY OF SERVICE STANDARDS APPLICABLE TO LARGE INCUMBENT LOCAL EXCHANGE CARRIERS › Section 17.11.24.16 - QUALITY OF SERVICE STANDARDS FOR NON-DESIGNED SERVICES

Current through Register Vol. 35, No. 13, July 16, 2024
A.
Installation of primary local
				exchange lines.
A LILEC shall complete at least ninety-six percent of
				all requests for installation of primary local exchange lines within the time
				frames established
				17.11.24.12
				NMAC.
B.
Trouble
				reports.
(1) A LILEC's trouble report
				rate shall not exceed five trouble reports per month per 100 access lines in
				service per wire center.
(2) A
				LILEC's repeat trouble report rate shall not exceed twelve percent of total
				monthly trouble reports, on a wire center basis.
New Mexico Administrative Code › Title 17 - PUBLIC UTILITIES AND UTILITY SERVICES › Chapter 11 - TELECOMMUNICATIONS › Part 24 - QUALITY OF SERVICE STANDARDS APPLICABLE TO LARGE INCUMBENT LOCAL EXCHANGE CARRIERS › Section 17.11.24.17 - TIMELY RESPONSE BY CUSTOMER SERVICE REPRESENTATIVES

Current through Register Vol. 35, No. 13, July 16, 2024
A.
Standards.
A LILEC's business
				and repair offices shall answer calls within an average of 35 seconds. If a
				carrier uses an automated response system, the system shall transfer calls to a
				customer service representative within an average of 35 seconds of the
				customer's selection to speak with a customer service representative or within
				40 seconds if the customer does not make a selection. A LILEC shall ensure that
				no more than one percent of calls to its business offices reach a busy signal
				and that no more than one percent of calls to its repair offices reach a busy
				signal.
B.
Reports.
A
				LILEC shall file an exception report within 30 calendar days of the end of any
				month in which it failed to meet any of the standards set forth in Subsection A
				of this section. The report shall identify each offending business office and
				repair office, the percent of calls answered, the percent of calls reaching a
				busy signal, the reason for failure to meet the respective standard, the
				remedial action taken by the LILEC, and any known results of that remedial
				action.
New Mexico Administrative Code › Title 17 - PUBLIC UTILITIES AND UTILITY SERVICES › Chapter 11 - TELECOMMUNICATIONS › Part 24 - QUALITY OF SERVICE STANDARDS APPLICABLE TO LARGE INCUMBENT LOCAL EXCHANGE CARRIERS › Section 17.11.24.18 - EXEMPTION OR VARIANCE

Current through Register Vol. 35, No. 13, July 16, 2024
A.
General requirements.
(1) Any
				carrier may petition for an exemption or variance from any of the requirements
				of this rule.
(2) Such petition may
				include a motion that the commission stay the affected portion of this rule for
				the transaction specified in the motion.
(3) Petitions for an exemption or a variance
				and motions for a stay must be supported by an affidavit signed by an officer
				of the carrier or other person with authority to bind the carrier.
(4) The commission may, at its discretion,
				require an informal conference or formal evidentiary hearing prior to making
				its determination.
New Mexico Administrative Code › Title 17 - PUBLIC UTILITIES AND UTILITY SERVICES › Chapter 11 - TELECOMMUNICATIONS › Part 24 - QUALITY OF SERVICE STANDARDS APPLICABLE TO LARGE INCUMBENT LOCAL EXCHANGE CARRIERS › Section 17.11.24.19 - ENFORCEMENT

Current through Register Vol. 35, No. 13, July 16, 2024
Enforcement of service quality standards under 17.11.24 NMAC
				  is provided by the commission's fining authority set forth in Section
				  63-7-23
				  NMSA 1978 and the authority to seek an injunction set forth in Section
				  63-9-9
				  NMSA 1978.
New Mexico Administrative Code › Title 17 - PUBLIC UTILITIES AND UTILITY SERVICES › Chapter 11 - TELECOMMUNICATIONS › Part 25 - CONSUMER PROTECTION STANDARDS APPLICABLE TO LARGE INCUMBENT LOCAL EXCHANGE CARRIERS › Section 17.11.25.2 - SCOPE

Current through Register Vol. 35, No. 13, July 16, 2024
This rule applies to all large incumbent local exchange
				  carriers ("LILECs") authorized by the commission to provide retail
				  telecommunications services in New Mexico.
New Mexico Administrative Code › Title 17 - PUBLIC UTILITIES AND UTILITY SERVICES › Chapter 11 - TELECOMMUNICATIONS › Part 25 - CONSUMER PROTECTION STANDARDS APPLICABLE TO LARGE INCUMBENT LOCAL EXCHANGE CARRIERS › Section 17.11.25.3 - STATUTORY AUTHORITY

Current through Register Vol. 35, No. 13, July 16, 2024
Sections
				  8-8-4,
				  8-8-15,
				  and 63-9A-5B NMSA 1978.
New Mexico Administrative Code › Title 17 - PUBLIC UTILITIES AND UTILITY SERVICES › Chapter 11 - TELECOMMUNICATIONS › Part 25 - CONSUMER PROTECTION STANDARDS APPLICABLE TO LARGE INCUMBENT LOCAL EXCHANGE CARRIERS › Section 17.11.25.5 - EFFECTIVE DATE

Current through Register Vol. 35, No. 13, July 16, 2024
December 17, 2019, unless a later date is cited at the end of
				  a section.
New Mexico Administrative Code › Title 17 - PUBLIC UTILITIES AND UTILITY SERVICES › Chapter 11 - TELECOMMUNICATIONS › Part 25 - CONSUMER PROTECTION STANDARDS APPLICABLE TO LARGE INCUMBENT LOCAL EXCHANGE CARRIERS › Section 17.11.25.6 - OBJECTIVE

Current through Register Vol. 35, No. 13, July 16, 2024
The purpose of this rule is for the establishment of consumer
				  protection standards applicable to large incumbent local exchange carriers
				  ("LILECs").
New Mexico Administrative Code › Title 17 - PUBLIC UTILITIES AND UTILITY SERVICES › Chapter 11 - TELECOMMUNICATIONS › Part 25 - CONSUMER PROTECTION STANDARDS APPLICABLE TO LARGE INCUMBENT LOCAL EXCHANGE CARRIERS › Section 17.11.25.8 - DISCONNECTION OF BASIC LOCAL EXCHANGE SERVICE AND ALLOCATION OF PARTIAL PAYMENTS

Current through Register Vol. 35, No. 13, July 16, 2024
A. A
				LILEC may not disconnect, or threaten to disconnect, either directly or through
				the use of ambiguous, deceptive, or misleading language, a customer's basic
				local exchange service for failure to pay charges for toll or discretionary
				services.
B. A LILEC shall offer
				toll blocking upon a customer's request.
C. A LILEC may impose involuntary toll
				blocking on a customer's primary local exchange line for failure to pay charges
				for toll service. However, the toll blocking must be provided without charge
				and the LILEC must remove the toll blocking when the bill is paid.
D. A LILEC shall credit customer's partial
				payments for current bills or past due amounts first to basic local exchange
				service, unless the customer instructs the LILEC to allocate the payment in a
				different manner. A LILEC shall provide to the customer or the consumer
				relations division of the commission upon request of either written
				verification of oral instructions given by a customer.
New Mexico Administrative Code › Title 17 - PUBLIC UTILITIES AND UTILITY SERVICES › Chapter 11 - TELECOMMUNICATIONS › Part 25 - CONSUMER PROTECTION STANDARDS APPLICABLE TO LARGE INCUMBENT LOCAL EXCHANGE CARRIERS › Section 17.11.25.9 - ACCESS TO AND AUDIT OF DATA

Current through Register Vol. 35, No. 13, July 16, 2024
Unless otherwise authorized by the commission, a carrier
				  shall make all records required by this rule available to the commission, staff
				  with the consent of the commission, or its authorized representatives at any
				  time upon reasonable notice. A LILEC shall make customer proprietary network
				  information available to the commission to the extent allowed by law. A carrier
				  shall retain all records required by this rule for at least two years. The
				  commission, or staff with the consent of the commission, may periodically audit
				  the timeliness and accuracy of carriers' customer service and repair
				  records.
New Mexico Administrative Code › Title 17 - PUBLIC UTILITIES AND UTILITY SERVICES › Chapter 11 - TELECOMMUNICATIONS › Part 25 - CONSUMER PROTECTION STANDARDS APPLICABLE TO LARGE INCUMBENT LOCAL EXCHANGE CARRIERS › Section 17.11.25.10 - CUSTOMER COMPLAINT TRACKING

Current through Register Vol. 35, No. 13, July 16, 2024
A.
				A LILEC shall maintain a record of all oral and written complaints, including
				informally resolved billing disputes, made by or on behalf of customers, which
				shall contain:
(1) the date the complaint was
				lodged;
(2) the class of customer
				(residential or business);
(3) the
				category of the complaint (based on the consumer relations division's list of
				complaint categories);
(4) the
				region within the state (by wire center or exchange);
(5) how the complaint was resolved;
				and
(6) the date of
				resolution.
New Mexico Administrative Code › Title 17 - PUBLIC UTILITIES AND UTILITY SERVICES › Chapter 11 - TELECOMMUNICATIONS › Part 25 - CONSUMER PROTECTION STANDARDS APPLICABLE TO LARGE INCUMBENT LOCAL EXCHANGE CARRIERS › Section 17.11.25.11 - ACCESS TO SERVICE AND RATE INFORMATION

Current through Register Vol. 35, No. 13, July 16, 2024
A. A LILEC shall maintain comprehensive,
				understandable, accurate, and up-to-date service and rate information. A LILEC:
(1) shall provide a toll-free telephone
				number by which customers can access such information and shall, upon request,
				mail written information to a customer;
(2) shall provide such information to
				disabled customers in a form accessible to them;
(3) shall provide such information in English
				and Spanish as requested by the customer; and
(4) may provide such information
				electronically (e.g., by email or text message) if a customer agrees in
				writing.
New Mexico Administrative Code › Title 17 - PUBLIC UTILITIES AND UTILITY SERVICES › Chapter 11 - TELECOMMUNICATIONS › Part 25 - CONSUMER PROTECTION STANDARDS APPLICABLE TO LARGE INCUMBENT LOCAL EXCHANGE CARRIERS › Section 17.11.25.12 - FAIR MARKETING PRACTICES

Current through Register Vol. 35, No. 13, July 16, 2024
A.
				Any LILEC subject to the commission's jurisdiction shall, in all oral or
				written contacts with customers:
(1) provide
				timely, courteous, and accurate information;
(2) explain services, and switching and
				discontinuance of service, accurately and unambiguously;
(3) not represent discretionary services as
				essential;
(4) not engage in any
				unfair or deceptive trade practice, including but not limited to the unfair or
				deceptive trade practices and unconscionable trade practices defined in Section
				57-12-2
				NMSA 1978;
(5) upon a
				customer-initiated inquiry about services, make a good-faith effort to identify
				the service that is the most economical for the customer, based on the
				customer's representation of his or her telecommunications
				requirements.
New Mexico Administrative Code › Title 17 - PUBLIC UTILITIES AND UTILITY SERVICES › Chapter 11 - TELECOMMUNICATIONS › Part 25 - CONSUMER PROTECTION STANDARDS APPLICABLE TO LARGE INCUMBENT LOCAL EXCHANGE CARRIERS › Section 17.11.25.13 - TARIFFS AND BOUNDARY MAPS

Current through Register Vol. 35, No. 13, July 16, 2024
A.
				Unless specifically exempted by the commission, a LILEC shall file with the
				commission tariffs containing rates, charges, terms, and conditions for all
				intrastate services that specifically set forth:
(1) the conditions and circumstances under
				which the LILEC, or entities under contract to the LILEC, will make line
				extensions or extensions of service to customers within the exchange
				area;
(2) minimum standards for
				discontinuance of residential basic local exchange service;
(3) the LILEC's deposit policy; and
(4) charges for service connections,
				extensions and line mileage.
New Mexico Administrative Code › Title 17 - PUBLIC UTILITIES AND UTILITY SERVICES › Chapter 11 - TELECOMMUNICATIONS › Part 25 - CONSUMER PROTECTION STANDARDS APPLICABLE TO LARGE INCUMBENT LOCAL EXCHANGE CARRIERS › Section 17.11.25.14 - BILLS

Current through Register Vol. 35, No. 13, July 16, 2024
A LILEC shall provide easily readable, readily
				  understandable bills.
A. Itemization. A
				LILEC's bills shall itemize services, usage, and charges, including quantities
				of units and per-unit charges.
B.
				Nonrecurring and recurring charges. A LILEC's bills shall separately identify
				nonrecurring and recurring charges.
C. Toll-free access to LILEC. A LILEC's bills
				shall include the name and toll-free number of the LILEC.
D. Right to dispute statement. A LILEC's
				bills shall include a statement, in English and Spanish, advising consumers
				that they have a right to dispute the bill.
E. Toll-free access to commission. A LILEC's
				bills shall include the toll-free number of the consumer relations division of
				the commission.
New Mexico Administrative Code › Title 17 - PUBLIC UTILITIES AND UTILITY SERVICES › Chapter 11 - TELECOMMUNICATIONS › Part 25 - CONSUMER PROTECTION STANDARDS APPLICABLE TO LARGE INCUMBENT LOCAL EXCHANGE CARRIERS › Section 17.11.25.15 - INFORMATION REQUIRED SEMI-ANNUALLY

Current through Register Vol. 35, No. 13, July 16, 2024
Information provided in English and Spanish. A LILEC shall
				  semi-annually provide information to consumers in English and Spanish. A LILEC
				  need not provide all of the information at the same time and may choose to
				  provide it in a prominent place on a consumer's bill or in a bill insert. The
				  following information is required:
A. A
				statement that basic local exchange service will not be discontinued to any
				residence where a seriously ill or chronically ill person resides if the person
				responsible for the telephone service charges does not have the financial
				resources to pay the charges and if a licensed physician, physician's
				assistant, osteopathic physician, osteopathic physician's assistant or
				certified nurse practitioner certifies that discontinuance of service might
				endanger that person's health or life and the certificate is delivered to a
				manager or officer of the LILEC at least two days prior to the due date of a
				bill for telephone service.
B. A
				statement, using commonly understood descriptions and examples, that basic
				local exchange service will not be discontinued for failure to pay charges for
				toll or discretionary services.
C.
				A notification that service and rate information is available in telephone
				directories, on the LILEC's web site, by calling a toll-free telephone number,
				or in other written materials such as brochures which the LILEC shall provide
				upon request.
D. A brief
				description of LITAP and a toll-free number the consumer can call to obtain
				further information about LITAP.