Service Quality

On August 18, 2016, Decision (D.) 16-08-021 adopted General Order (G.O.) 133-D which revised the service quality rules, measures and standards under G.O. 133-C. On October 12, 2016, D.16-10-019 adopted a revised G.O. 133-D, correcting minor errors in the general order that were adopted in the first decision. G.O. 133-D applies to public utility and telephone corporations, including rural telephone companies that are regulated under rate-of-return regulations (commonly known as GRC ILECs), as well as incumbent local exchange carriers (ILECs) and competitive local exchange carriers (CLECs) with 5,000 or more customers that are regulated under the Uniform Regulatory Framework (URF) adopted in D.06-08-030. These service quality measures will ensure that telephone corporations provide relevant information to the Commission so that it may adequately protect California customers and the public interest.

Below is a list of the minimum set of service quality measures for G.O. 133-D. The list also identifies the reporting requirements by carrier types.

 
         

G.O. 133-D Measures

Filing Schedule

(All reports are due within 45 days

of the end of the reporting quarter)

GRC

ILECS

URF LECS & CLECS

(CLECs with more than 5,000 customers)

Wireless Carriers

1. Installation Interval

Compiled Monthly,

Reported Quarterly

YES

Exempt

Exempt

2. Installation Commitment

Compiled Monthly,

Reported Quarterly

YES

Exempt

Exempt

3. Customer Trouble Report

Compiled Monthly,

Reported Quarterly

YES

YES

Exempt

4. Out of Service Report  

Compiled Monthly,

Reported Quarterly

YES

YES

Exempt

5. Answer Time

Compiled Monthly,

Reported Quarterly

YES

YES

Exempt

 

In addition to the revised service quality measures, D.16-10-019 also extended the Federal Communications Commission’s (FCC) Major Service Interruption (MSI) and Network Outage Reporting System reporting requirements to all certificated and registered telecommunications carriers, including WIR registrants and entities subject to PU Code § 285. The decision requires these carriers submit to the Commission any outage reports affecting communications services in California that are currently filed through the FCC’s NORS. The prescribed format for submitting NORS reports can be found here: NORS report format  

All Service Quality Reports must be submitted using the prescribed MS Excel form for reporting G.O.133-D service quality standards and be accompanied by the Raw Data. In the event that the reports to the Commission do not meet the reporting level for two or more consecutive quarters, the carrier shall submit the G.O. 133-D Corrective Action Report

Send completed Service Quality reports and FCC NORS reports to telcoservicequality@cpuc.ca.gov  

Please submit all types of FCC NORS reports (notification, initial, final, and withdrawn) to the following email addresses:

1. Communications Division: telcoservicequality@cpuc.ca.gov
2. Office of Ratepayer Advocates: dratelcoserviceoutages@cpuc.ca.gov

Service Quality Related documents:

  •  G.O. 133-D: Rules Governing Telecommunication Services
  •  D.16-08-021 (August 18, 2016): Decision which adopted G.O. 133-D Rules governing telecommunications services.
  •  D.16-10-019 (October 12, 2016): Decision correcting minor errors in the general order that were adopted in the first decision.