Virginia Administrative Code › Title 20 - PUBLIC UTILITIES AND TELECOMMUNICATIONS › Agency 5 - STATE CORPORATION COMMISSION › Chapter 428 - RULES GOVERNING LOCAL EXCHANGE TELECOMMUNICATIONS CARRIER RETAIL SERVICE QUALITY › Section 20VAC5-428-90 - Network and customer care service quality and reporting

Current through Register Vol. 40, No. 24, July 15, 2024
A. A LEC subject to
				a docketed commission investigation of its service quality relating to this
				section shall file reports as directed by the commission. The reports shall be
				subject to commission audit.
B. A
				LEC shall comply with the following performance standards:
1. A LEC shall restore all out-of-service
				trouble reports within 24 hours, per calendar month, on a statewide basis, for
				customers stating a medical necessity when restoration is feasible. As used in
				this subdivision, "feasible" means service can be restored unless there exists
				a condition beyond the control of a LEC.
2. A LEC shall restore no less than 80% of
				out-of-service trouble reports within 48 hours, and no less than 95% within 96
				hours, per calendar month, on a statewide basis, excluding Sundays and
				LEC-recognized holidays for business customers, and excluding Saturdays,
				Sundays, and LEC-recognized holidays that do not result in three consecutive
				excluded days for residential customers. A LEC subject to performance reporting
				pursuant to subsection A of this section shall calculate its results by
				dividing the number of out-of-service customer trouble reports restored within
				48 hours and 96 hours respectively in the given month by the number of
				out-of-service customer trouble reports restored in the given month. The
				quotient is then multiplied by 100 to produce the result as a percentage. A LEC
				may exclude customer-caused delays, and extended intervals that are explicitly
				accepted or requested by customers. Upon request by the commission's staff, a
				LEC shall submit for approval a satisfactory description of (i) the criteria
				the LEC will apply to determine such explicit acceptance or request by a
				customer, and (ii) the method the LEC will employ to record such explicit
				acceptance or request.
3. A LEC
				shall answer calls to its repair customer call centers with an average SAI of
				no greater than 60 seconds and shall answer calls to its customer call centers
				with an average SAI of no greater than 180 seconds, per calendar month, on a
				statewide basis. A LEC subject to performance reporting pursuant to subsection
				A of this section shall calculate its results by dividing the cumulative SAI in
				seconds in the given month by the number of calls answered by a live agent in
				the given month. A LEC shall exclude from its calculation customer-initiated
				web transactions and customer-initiated automated transactions.
4. A LEC shall complete no less than 90% of
				installation service orders within five business days of a customer's request,
				per calendar month, on a statewide basis. A LEC subject to performance
				reporting pursuant to subsection A of this section shall calculate its results
				by dividing the number of installation service orders completed within five
				days in the given month by the number of service orders completed in the given
				month. The quotient is then multiplied by 100 to produce the result as a
				percentage. A LEC may exclude customer-caused installation delays, service
				orders for the installation of more than five NALs at one customer location,
				and extended intervals that are explicitly accepted or requested by customers.
				Upon request by the commission's staff, a LEC shall submit for approval a
				satisfactory description of the criteria the LEC will apply to determine such
				explicit acceptance or request by a customer and the method the LEC will employ
				to record such explicit acceptance or request. A LEC may exclude installation
				service orders that involve porting telephone numbers, the delivery of which
				has been delayed by another LEC, or any other communications
				provider.
5. A LEC shall meet no
				less than 90% of installation and repair commitments, per calendar month, on a
				statewide basis. A LEC subject to performance reporting pursuant to subsection
				A of this section shall calculate its results by dividing the number of
				installation and repair commitments met in the given month by the number of
				commitments made in the given month. The quotient is then multiplied by 100 to
				produce the result as a percentage.
6. A LEC shall not exceed a 16% repeat report
				rate, per calendar month, on a statewide basis. A LEC subject to performance
				reporting pursuant to subsection A of this section shall calculate its results
				by dividing the number of repeat reports in the given month by the number of
				trouble reports cleared in the given month. The quotient is then multiplied by
				100 to produce the result as a percentage.
7. A LEC shall not exceed a 0.35% central
				office trouble report rate, per calendar month, on a statewide basis. A LEC
				subject to performance reporting pursuant to subsection A of this section shall
				calculate its results by dividing the number of central office related trouble
				reports in the given month by the number of NALs at the end of the given month.
				The quotient is then multiplied by 100 to produce the result as a
				percentage.
8. A LEC shall not
				exceed a 3.0% outside plant trouble report rate, per calendar month, on a
				statewide basis. A LEC subject to performance reporting pursuant to subsection
				A of this section shall calculate its results by dividing the number of outside
				plant related trouble reports in the given month by the number of NALs at the
				end of the given month. The quotient is then multiplied by 100 to produce the
				result as a percentage.