The California Public Utilities Commission (CPUC) has adopted new service quality standards for voice service providers in an effort to improve phone reliability across the state, with a particular focus on emergency situations.
During its meeting on September 18, the CPUC approved rules that require both traditional landline and fixed interconnected Voice over Internet Protocol (VoIP) providers to meet minimum standards. This is the first time VoIP providers are subject to these requirements.
The new General Order 133-E introduces several changes. Service restoration standards now require that 90 percent of outages for both landline and VoIP services be repaired within 24 hours. Previous exclusions such as Sundays and federal holidays have been removed. Customers will also receive automatic credits if they experience prolonged outages or poor service quality.
To enforce these standards, the CPUC will require corrective action plans from providers who do not meet expectations. Providers may face fines and could be required to make investments in their infrastructure. The decision also expands reporting requirements, mandating more detailed data collection and public disclosure about outages and performance from service providers.
The CPUC noted that further review of service quality standards for wireless and broadband services will take place during the next phase of this proceeding.
Commissioner Darcie L. Houck, who is overseeing the proceeding, said: “It is important that Californians receive quality communication services regardless of the technology used to provide the service. I am proud of our decision’s approach to setting stricter minimum service quality standards and enforcement mechanisms to incentivize carriers to meet those standards. These measures will further the CPUC’s goal of ensuring customers receive safe and reliable communication services.”
The CPUC oversees utility services in California with responsibilities that include consumer protection, environmental safeguards, and assuring access to reliable utility infrastructure. More information can be found at www.cpuc.ca.gov.
