N.J. Admin. Code § 14:10-1A.9

Current through Register Vol. 56, No. 12, June 17, 2024

Section 14:10-1A.9 - Service quality reporting

(a) Each telephone utility shall take measurements of its performance in relation to the standards in 14:10-1A.8, and shall compile summaries of the measurements.

(b) Each telephone utility shall retain records of the measurements and summaries required under this section for 18 months, and shall provide the measurements and summaries in a report to Board staff as follows:

1. Upon request of Board staff; or

2. If a telephone utility fails to meet a service standard in this chapter for three consecutive months.

(c) Each telephone utility shall report its performance in relation to these standards on a monthly average (arithmetic mean) basis.

(d) For the purpose of reports submitted under this section, each telephone utility shall provide Statewide totals of its performance measurements relating to all quality service standards set forth at 14:10-1A.8.

(e) In addition to the Statewide totals required at (d) above, each telephone utility shall sort and/or aggregate its performance measurements regarding the following service quality standards by the applicable reporting unit described below:

1. Measurements relating to the standards for installation of service at N.J.A.C. 14:10-1A.8(b), and for trouble reports under at N.J.A.C. 14:10-1A.8(e), shall be provided for each central office; and

2. The additional reporting unit for measurements relating to the standards for calls requesting a live operator at N.J.A.C. 14:10-1A.8(c) shall be the call center.

(f) All reports submitted under this section shall set forth the following:

1. Service quality standard being measured;

2. Results of measurements, and summaries of the results; and

3. Months being reported on.

(g) If any service quality standard set forth in this subchapter has not been met, the report shall include, in addition to the information required in (f) above, the following information:

1. The cause of performance at the reported level;

2. If the standard not met involved an installation commitment or customer trouble report, the specific reporting units affected;

3. Corrective action taken by the utility; and

4. Completion date, or expected completion date, of the corrective action.

(h) Reports shall be submitted no later than 30 calendar days after the end of the third consecutive month of noncompliance, or 30 days after requested by Board staff, whichever comes first.

(i) Repeated failures to achieve metrics may subject providers to penalties assessed at the discretion of the Board.

N.J. Admin. Code § 14:10-1A.9

Recodified and Amended by 47 N.J.R. 489(a), effective 2/17/2015

Amended by 54 N.J.R. 1427(a), effective 7/18/2022