Sec. 16-247p. Quality-of-service standards. Performance standards.
Sec. 16-247p. Quality-of-service standards. Performance standards. (a) Not
later than April 1, 2000, the Department of Public Utility Control shall, by regulations
adopted pursuant to chapter 54, establish quality-of-service standards that shall apply
to all telephone companies and certified telecommunications providers and to all telecommunications services. Such standards shall include, but not be limited to, measures
relating to customer trouble reports, service outages, installation appointments and repeat problems as well as timeliness in responding to complaints or reports. The department shall include with the quality of service standards methodologies for monitoring
compliance with and enforcement of such standards. Such monitoring shall include input
from employees of telephone companies and certified telecommunications providers,
including members of collective bargaining units.
(b) Not later than April 1, 2000, the department shall, by regulations adopted pursuant to chapter 54, establish comprehensive performance standards and performance
based reporting requirements for functions provided by a telephone company to a certified telecommunications provider, including, but not limited to, telephone company
performance relating to customer ordering, preordering, provisioning, billing, maintenance and repair. Such service standards shall be sufficiently comprehensive to ensure
that a telephone company meets its obligations under 47 USC 251. Such regulations
may also contain provisions the department deems necessary to prevent anticompetitive
actions by any telephone company or certified telecommunications provider.
(P.A. 99-222, S. 7, 19.)
History: P.A. 99-222 effective June 29, 1999.