Service Quality

On July 9, 2009, Decision (D.) 09-07-019 adopted General Order (G.O.) 133-C which revised the service quality rules, measures and standards under G.O. 133-B. G.o. 133-C applies to the following local telecommunications service providers that includes rural telephone companies regulated under rate-of-return regulations (commonly known as GRC ILECs), incumbent local exchange carriers (ILECs) and competitive local exchange carriers (CLECs) with 5000 or more customers  regulated under the Uniform Regulatory Framework (URF) adopted  in D.06-08-030. These service quality measures will ensure that telecommunications carriers 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-C. The list also identifies the reporting requirements by carrier types.

In addition to the reporting requirements for service quality measures, D. 09-07-019 formalized Major Service Interruption reporting by adopting the Federal Communications Commission’s (FCC) communication disruption and Network Outage Reporting System (NORS) reporting requirements. The decision requires that all facilities-based certificated and registered telecommunications carriers submit to the Commission the communication outage reports that affect California service filed with the FCC thru the NORS. 

All Service Quality Reports must be submitted using the prescribed form for reporting G.O.133-C service quality standards 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-C Corrective Action Report.

Send completed Service Quality reports (in MS Excel format only) and FCC NORS reports to telcoservicequality@cpuc.ca.gov

Service Quality Related documents:

• G.O. 133 - C: Rules Governing Telecommunication Services
• D.09-07-019 (July 9, 2009): Decision which adopted G.O. 133-C Rules governing telecommunications services.
• D.09-07-031 (July 28, 2009): Decision which provides the prescribed form for reporting G.O. 133-C service quality standards.
• Update (April 27, 2011):  Letter to GRE ILECs and URF Carriers clarifying Service Quality rules and reporting requirements
• Update (May 5, 2010):  In response to feedback that we received that the prior G.O. 133-C form did not accurately reflect the narrative in the general order, we have revised the G.O. 133-C Report template to reflect the requirements found in G.O. 133-C.  We have also added a new form -- the Corrective Action form to comply with G.O. 133-C § 6.2. 
• G.O.133-C Report Template revised 05/04/10 (MS Excel format)
• G.O. 133-C Corrective Action Report Template released 05/04/10 (MS Excel format)
• Telecommunications Carriers' Service Quality Reports: Provides a list of telecommunications carriers and its corresponding G.O. 133-C reports as filed with the Commission.