Subchapter E. TELECOMMUNICATIONS QUALITY SERVICE STANDARDS
Sec.
63.51. [Reserved].
63.52. [Reserved].
63.53. General provisions.
63.54. Record retention.
63.55. Surveillance levels.
63.56. [Reserved].
63.57. Customer trouble reports.
63.58. [Reserved].
63.59. Call answering measurements.
63.60. [Reserved].
63.61. [Reserved].
63.62. [Reserved].
63.63. [Reserved].
63.64. Metering inspections and tests.
63.65. Safety.
Cross References This subchapter cited in 52 Pa. Code § 63.55 (relating to surveillance levels).
§ 63.51. [Reserved].
Authority The provisions of this § 63.51 issued under the Public Utility Code, 66 Pa.C.S. § § 501, 504, 1501, 1504 and 2901; deleted under 66 Pa.C.S. § 3019(b)(2) and (3).
Source The provisions of this § 63.51 adopted January 29, 1988, effective July 30, 1988, 18 Pa.B. 466; deleted August 12, 2022, effective August 13, 2022, 52 Pa.B. 5049. Immediately preceding text appears at serial pages (246461) to (246462).
§ 63.52. [Reserved].
Authority The provisions of this § 63.52 issued under the Public Utility Code, 66 Pa.C.S. § § 501, 504, 1501, 1504 and 2901; deleted under 66 Pa.C.S. § 3019(b)(2) and (3).
Source The provisions of this § 63.52 adopted January 29, 1988, effective July 30, 1988, 18 Pa.B. 466; deleted August 12, 2022, effective August 13, 2022, 52 Pa.B. 5049. Immediately preceding text appears at serial page (246462).
§ 63.53. General provisions.
(a) [Reserved].
(b) [Reserved].
(c) [Reserved].
(d) [Reserved].
(e) If unreasonable hardship to a jurisdictional telecommunications public utility results from compliance with this subchapter, the jurisdictional telecommunications public utility may file a petition in accordance with § 5.41 (relating to petitions generally) requesting the modification of the section or for temporary exemption from its requirements. The Commission may grant temporary exemptions of this subchapter in exceptional cases consistent with applicable statutory procedures. The jurisdictional telecommunications public utility shall provide notice to a person who may be affected by the modification or temporary exemption, if granted. Notice may be made by a bill insert or in another reasonable manner.
Authority The provisions of this § 63.53 issued under the Public Utility Code, 66 Pa.C.S. § § 501, 504, 1501, 1504 and 2901; amended under 66 Pa.C.S. § 3019(b)(2) and (3).
Source The provisions of this § 63.53 adopted January 29, 1988, effective July 30, 1988, 18 Pa.B. 466; amended August 12, 2022, effective August 13, 2022, 52 Pa.B. 5049. Immediately preceding text appears at serial pages (246462) to (246463).
§ 63.54. Record retention.
(a) A jurisdictional telecommunications public utility shall retain for at least 90 days the information contained in customer bills and used by the public utility in compiling customer bills. Billing information on an account for which a dispute is pending shall be retained until the dispute has been finally resolved.
(b) A jurisdictional telecommunications public utility shall retain for at least a minimum 3-year period the service records related to all of the following:
(1) Call answering times under § 63.59 (relating to call answering measurements).
(2) Service complaints and trouble reports under § 63.22 (relating to service records).
(3) Surveillance level investigations under § 63.55 (relating to surveillance levels).
(4) Service outages under § 63.22 and § 63.57 (relating to customer trouble reports) of this chapter.
Authority The provisions of this § 63.54 issued under the Public Utility Code, 66 Pa.C.S. § § 501, 504, 1501, 1504 and 2901; amended under 66 Pa.C.S. § 3019(b)(2) and (3).
Source The provisions of this § 63.54 adopted January 29, 1988, effective July 30, 1988, 18 Pa.B. 466; amended August 12, 2022, effective August 13, 2022, 52 Pa.B. 5049. Immediately preceding text appears at serial page (246463).
§ 63.55. Surveillance levels.
(a) On request from the Commission, a jurisdictional telecommunications public utility shall provide to the Commission a report detailing the results of any investigation into a failure to meet the quality of service standards set forth in Chapter 15 of the Public Utility Code, or violations of Subchapter E of Chapter 63 of the Commission’s regulations, and any steps, studies and further action undertaken or commenced by the utility to determine the cause and to remedy the inadequate performance.
(b) [Reserved].
(c) [Reserved].
Authority The provisions of this § 63.55 issued under the Public Utility Code, 66 Pa.C.S. § § 501, 504, 1501, 1504 and 2901; amended under 66 Pa.C.S. § 3019(b)(2) and (3).
Source The provisions of this § 63.55 adopted January 29, 1988, effective July 30, 1988, 18 Pa.B. 466; amended August 12, 2022, effective August 13, 2022, 52 Pa.B. 5049. Immediately preceding text appears at serial page (246463).
Cross References This section cited in 52 Pa. Code § 63.54 (relating to record retention); and 52 Pa. Code § 63.57 (relating to customer trouble reports).
§ 63.56. [Reserved].
Authority The provisions of this § 63.56 issued under the Public Utility Code, 66 Pa.C.S. § § 501, 504, 1501, 1504 and 2901; deleted under 66 Pa.C.S. § 3019(b)(2) and (3).
Source The provisions of this § 63.56 adopted January 29, 1988, effective July 30, 1988, 18 Pa.B. 466; deleted August 12, 2022, effective August 13, 2022, 52 Pa.B. 5049. Immediately preceding text appears at serial page (246464).
§ 63.57. Customer trouble reports.
(a) [Reserved].
(b) A jurisdictional telecommunications public utility shall respond to out-of-service trouble reports within 24 hours unless a different period of time is agreed to by the customer.
(c) A jurisdictional telecommunications public utility shall keep commitments made to its customers and applicants, unless timely notice of unavoidable changes is given to the customer or applicant or a reasonable attempt is made to convey the notice.
(d) If unusual repairs are required or other factors preclude the prompt clearing of reported trouble, reasonable efforts shall be made to notify affected customers.
(e) [Reserved].
(f) It shall be substandard performance for a jurisdictional telecommunications public utility to receive more than 5.5 customer trouble reports per 100 lines per month. A jurisdictional telecommunications public utility receiving greater than 5.5 customer trouble reports per 100 lines per month is subject to the reporting requirements set forth in § 63.55 (relating to surveillance levels).
Authority The provisions of this § 63.57 issued under the Public Utility Code, 66 Pa.C.S. § § 501, 504, 1501, 1504 and 2901; amended under 66 Pa.C.S. § 3019(b)(2) and (3).
Source The provisions of this § 63.57 adopted January 29, 1988, effective July 30, 1988, except subsection (f) effective January 1, 1989, 18 Pa.B. 466; amended August 12, 2022, effective August 13, 2022, 52 Pa.B. 5049. Immediately preceding text appears at serial pages (246464) to (246465).
Cross References This section cited in 52 Pa. Code § 63.54 (relating to record retention).
§ 63.58. [Reserved].
Authority The provisions of this § 63.58 issued under the Public Utility Code, 66 Pa.C.S. § § 501, 504, 1501, 1504 and 2901; deleted under 66 Pa.C.S. § 3019(b)(2) and (3).
Source The provisions of this § 63.58 adopted January 29, 1988, effective July 30, 1988, 18 Pa.B. 466; deleted August 12, 2022, effective August 13, 2022, 52 Pa.B. 5049. Immediately preceding text appears at serial page (246465).
§ 63.59. Call answering measurements.
A jurisdictional telecommunications public utility shall take measures necessary and keep sufficient call answering records to monitor answering times for calls as follows:
(1) The percent of calls answered at each jurisdictional telecommunications public utility’s call center or business office, or both, within 30 seconds with the public utility representative ready to render assistance and to accept information necessary to process the call. An acknowledgment that the customer or applicant is waiting on the line does not constitute an answer. If the utility records data for more than one call center or business office, the utility should also record the combined percent of calls answered within 30 seconds for the public utility as a whole.
(2) The average busy-out rate for each call center or business office, or both. If the jurisdictional telecommunications public utility records data for more than one call center or business office, the utility should also record the combined busy-out rate for the utility as a whole.
(3) The call abandonment rate for each call center or business office, or both. If the jurisdictional telecommunications public utility records data for more than one call center or business office, the utility should also record the combined call abandonment rate for the utility as a whole.
Authority The provisions of this § 63.59 issued under the Public Utility Code, 66 Pa.C.S. § § 501, 504, 1501, 1504 and 2901; amended under 66 Pa.C.S. § 3019(b)(2) and (3).
Source The provisions of this § 63.59 adopted January 29, 1988, effective July 30, 1988, 18 Pa.B. 466; amended August 12, 2022, effective August 13, 2022, 52 Pa.B. 5049. Immediately preceding text appears at serial page (246466).
Cross References This section cited in 52 Pa. Code § 63.54 (relating to record retention).
§ 63.60. [Reserved].
Authority The provisions of this § 63.60 issued under the Public Utility Code, 66 Pa.C.S. § § 501, 504, 1501, 1504 and 2901; deleted under 66 Pa.C.S. § 3019(b)(2) and (3).
Source The provisions of this § 63.60 adopted January 29, 1988, effective July 30, 1988, 18 Pa.B. 466; deleted August 12, 2022, effective August 13, 2022, 52 Pa.B. 5049. Immediately preceding text appears at serial pages (246466) to (246467).
§ 63.61. [Reserved].
Authority The provisions of this § 63.61 issued under the Public Utility Code, 66 Pa.C.S. § § 501, 504, 1501, 1504 and 2901; deleted under 66 Pa.C.S. § 3019(b)(2) and (3).
Source The provisions of this § 63.61 adopted January 29, 1988, effective July 30, 1988, 18 Pa.B. 466; deleted August 12, 2022, effective August 13, 2022, 52 Pa.B. 5049. Immediately preceding text appears at serial page (246467).
§ 63.62. [Reserved].
Authority The provisions of this § 63.62 issued under the Public Utility Code, 66 Pa.C.S. § § 501, 504, 1501, 1504 and 2901; deleted under 66 Pa.C.S. § 3019(b)(2) and (3).
Source The provisions of this § 63.62 adopted January 29, 1988, effective July 30, 1988, 18 Pa.B. 466; deleted August 12, 2022, effective August 13, 2022, 52 Pa.B. 5049. Immediately preceding text appears at serial pages (246467) to (246468).
§ 63.63. [Reserved].
Authority The provisions of this § 63.63 issued under the Public Utility Code, 66 Pa.C.S. § § 501, 504, 1501, 1504 and 2901; deleted under 66 Pa.C.S. § 3019(b)(2) and (3).
Source The provisions of this § 63.63 adopted January 29, 1988, effective July 30, 1988, 18 Pa.B. 466; deleted August 12, 2022, effective August 13, 2022, 52 Pa.B. 5049. Immediately preceding text appears at serial page (246468).
§ 63.64. Metering inspections and tests.
(a) [Reserved].
(b) [Reserved].
(c) If a meter is used in connection with telecommunications service, it shall be read, where applicable, at monthly intervals. The meter reading records from which the customers’ bills are prepared shall show all of the following:
(1) Identifying number or means to determine readily the customer’s name, address and service classification.
(2) Meter readings.
(3) Date of meter reading.
(4) Multiplier or constant if used.
(d) [Reserved].
(e) A telecommunications meter and recording device shall be tested prior to installation or when released for service and at regular intervals, or both, either by the manufacturer, the public utility or an approved organization equipped for the testing. The utility shall comply with all of the following:
(1) A public utility furnishing service, if local exchange billing is based on the number or duration of messages, shall provide the necessary facilities, instruments and equipment for testing its metering or recording equipment.
(2) The overall accuracy of the test equipment and test procedure shall be sufficient to enable testing of meter and record equipment within the requirements of this chapter.
(3) A meter and recording device tested under this subchapter for routine or complaint shall be tested in its normal operating location and wiring mode prior to removal or adjustment.
(4) A record of meter and recording equipment tests and adjustments and data sufficient to allow checking of the results shall be recorded. The record shall include the identifying number of the meter and recording device, its type, the date and kind of test and the results of each test.
(f) A public utility shall perform periodic testing and maintenance of its controlling trunk equipment associated with the meters or recording devices, or both, to assure the integrity of their operation upon request or complaint.
(g) [Reserved].
(h) [Reserved].
Authority The provisions of this § 63.64 issued under the Public Utility Code, 66 Pa.C.S. § § 501, 504, 1501, 1504 and 2901; amended under 66 Pa.C.S. § 3019(b)(2) and (3).
Source The provisions of this § 63.64 adopted January 29, 1988, effective July 30, 1988, 18 Pa.B. 466; amended August 12, 2022, effective August 13, 2022, 52 Pa.B. 5049. Immediately preceding text appears at serial pages (246468) to (246470).
§ 63.65. Safety.
A public utility shall adopt and implement a safety program fitted to the size and type of its operation and shall conform to the Occupational Safety and Health Act (OSHA) standards, 29 CFR Parts 1910—1999 as amended from time to time.
Authority The provisions of this § 63.65 issued under the Public Utility Code, 66 Pa.C.S. § § 501, 504, 1501, 1508 and 2901; amended under 66 Pa.C.S. § 3019(b)(2) and (3).
Source The provisions of this § 63.65 adopted January 29, 1988, effective July 30, 1988, 18 Pa.B. 466; amended August 12, 2022, effective August 13, 2022, 52 Pa.B. 5049. Immediately preceding text appears at serial page (246470).
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