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              11-0622
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TITLE 83: PUBLIC UTILITIES
CHAPTER I: ILLINOIS COMMERCE COMMISSION
SUBCHAPTER f: TELEPHONE UTILITIES
PART 730
STANDARDS OF SERVICE FOR LOCAL EXCHANGE
TELECOMMUNICATIONS CARRIERS
SUBPART A: GENERAL
Section
730.100 Application of Part
730.105 Definitions
730.110 Waiver
730.115 Reporting
730.120 Penalties
SUBPART B: RECORDS AND REPORTS
Section
730.200 Preservation of Records
SUBPART C: ENGINEERING
Section
730.300 Construction
730.305 Maintenance of Plant and Equipment
730.310 Grade of Service
730.315 Interoffice Trunks (Repealed)
730.320 Network Service
730.325 Emergency Operation
730.330 Construction Work Near Utility Facilities
730.335 Network Interface
730.340 Incorporation of National Codes and Standards
SUBPART D: CALL DATA, INSPECTIONS, AND TESTS
Section
730.400 Provisions for Testing
730.405 Call Data Records
730.410 Call Data Reading Interval
730.415 Call Data Recording Equipment and Test Facilities
730.420 Call Data Recording Equipment Requirements
730.425 Initial Test
730.430 As-Found Tests
730.435 Routine Tests 11-0622
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730.440 Request Tests
730.445 Referee Tests
730.450 Test Records
SUBPART E: STANDARDS OF QUALITY OF SERVICE
Section
730.500 Adequacy of Service
730.505 Operator Handled Calls
730.510 Answering Time
730.515 Central Office Administrative Requirements
730.520 Interoffice Trunks
730.525 Transmission Requirements
730.530 Coin Telephone Service (Repealed)
730.535 Interruptions of Service
730.540 Installation Requests
730.545 Trouble Reports
730.550 Network Outages and Notification
SUBPART F: SAFETY
Section
730.600 Safety Program
730.605 Accident Reports (Repealed)
SUBPART G: BOUNDARIES
Section
730.700 Map Requirements
730.705 Map Specifications
730.710 Application for Certificate (Repealed)
730.711 Changes to Existing Boundaries
730.715 Service Outside Exchange Boundaries
730.720 Map Maintenance
730.725 District Boundaries (Repealed)
AUTHORITY: Implementing Section 8-301, 8-505 and 13-712 and authorized by Section 10-101 of the Public Utilities Act [220 ILCS 5/8-301, 8-505, 13-712 and 10-101].
SOURCE: Filed November 6, 1970; amended at 7 Ill. Reg. 2147, effective February 4, 1983; codified at 8 Ill. Reg. 12191; Part repealed and new Part adopted at 15 Ill. Reg. 16060, effective
November 1, 1991; amended at 24 Ill. Reg. 13861, effective September 1, 2000; amended at 27 Ill. Reg. 17997, effective December 1, 2003; amended at 35 Ill. Reg. 8808, effective June 1, 2011; amended at 36 Ill. Reg. ___________, effective ______________________.11-0622
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SUBPART A: GENERAL
Section 730.100 Application of Part
a) This Part shall apply to all local exchange carriers offering or providing either competitive or noncompetitive telecommunications services as defined in Sections 13-209 and 13-210 of the Universal Telephone Service Protection Law of 1985 ("Law") [220 ILCS]U, except this Part does not apply to Electing Providers as defined in Section 13-506.2(a)(1) of the Public Utilities Act [220 ILCS Section 5/13-506.2(a)(1)], and except that Sections 730.115(b), 730.535(c), 730.540(d) and (e), and 730.545(h) and (i) are not applicable to telephone cooperatives as defined in Section 13-212 of the Law pursuant to Section 13-701 of the Law. This Part shall only apply to the relationship between a serving local exchange carrier and its end user. This Part shall not apply to the relationship between a serving local exchange carrier that provides wholesale facilities or services to another serving local exchange carrier for provisioning of services to its retail end user customers.
b) This Part does not supersede the authority of, nor prohibit, the Commission from imposing different, additional, or more stringent service quality standards, reporting requirements or penalties upon a carrier pursuant to Section 13-506.1 of the Public Utilities Act (Alternative forms of regulation for noncompetitive services).
(Source: Amended at 36 Ill. Reg. __________, effective ______________________)
Section 730.105 Definitions
As used in this Part, the following terms shall have these definitions:
"Access line" means the connecting facility between a customer's premises network interface device and the local exchange carrier's facility that provides access to the switching network for local exchange and interexchange telecommunications service. This includes the network interface or equivalent, the outside plant facilities, the office frame and frame wiring and the office line termination.
"Act" means the Public Utilities Act [220 ILCS 5].
"Analog" means a continuous electrical signal that carries information by means of variations in its amplitude or frequency. The electrical signal being transmitted varies in direct relation to the signal generated by the source.
"Answer time" means a measurement in seconds from the point the carrier's telephone system receives the call until the call is answered by the carrier's representative or voice response unit and ready to accept information. In the case 11-0622
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when the carrier uses a menu-driven system, the measurement begins once the menu-based system has transferred the customer into the carrier's telephone system until the call is answered by the carrier's representative.
"Application" means a verbal or written request for a telecommunications service.
"Appointment" means an arrangement made by a telecommunications carrier to meet a customer within an agreed 4 hour window to address an installation or repair situation, or, until June 30, 2004, between 8 A.M. and 4 P.M. on a particular day if the carrier uses the resold services, network or network elements of another carrier to provide service to the customer, at the customer's premises, to perform work on the network.
"Assistance calls" means calls in which the operator provides assistance or instructions to the customer. Examples: rate quotes, credit requests, trouble reports, dial assistance and dialing instructions.
"Basic local exchange service" means residential and business lines used for local exchange telecommunications service as defined in Section 13-204 of the Public Utilities Act, excluding: services that employ advanced telecommunications capability as defined in section 706(c)(1) of the federal Telecommunications Act of 1996 (P.L. 104-104); vertical services; company official lines; and records work only. [220 ILCS 5/13-712(b)(2)].
"Basic local exchange service installation" means the installation of basic local exchange service whereby the physical connecting and diagnostic testing of a local loop results in the provisioning of dial tone to the requesting customer's network interface device. It includes move orders and orders for additional lines.
"Business office" means those offices of the company where calls are answered and made. A business office typically employs company representatives to assist customers for order entry and lookup on customers' orders and account records through the use of a computerized system.
"Busy hour" means the two consecutive half-hours each day during which the greatest volume of traffic is handled.
"Busy tone" means an audible signal indicating a call cannot be completed because the called access line is busy. The tone is applied 60 times per minute.
"Call data" means the recorded information necessary to measure and bill each call.
"Calls" means customers' messages attempted.
"Central office" means the site where switching equipment is located. A local 11-0622
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central office, also called an end office, is the switching office where individual subscriber's access lines appear. It houses the equipment that receives calls transmitted on the local loop and routes the call over the switched network either directly to the person called, if the call is placed to a location served by the same local central office, or to another central office, if the call is placed to a customer served by a different central office. Each central office serves local loops in an exclusive geographic area.
"Certificate of service authority" means the authorization by the Commission granting a local exchange carrier the right to provide telecommunications services within a specified geographical area.
"Channel" means a single path between two or more points provided for transport of user information and/or signaling for a communications service.
"Commission" means the Illinois Commerce Commission.
"Connecting company" means a corporation, association, partnership or individual (other than a company affiliated interest) that owns or operates central offices or similar switching facilities and interchanges traffic directly or indirectly with the local exchange carriers.
"Customer" means any person, building owner, firm, partnership, corporation, municipality, cooperative, organization, governmental agency, etc., provided with local exchange carrier telecommunications services as defined in Section 13-204 of the Act. Customer may also be referred to as "end user".
"Customer premises equipment" or "CPE" means equipment employed on the premises of a person (other than a carrier) to originate, route, or terminate telecommunications. Customer premises equipment includes customer premises wire.
"Customer premises wire" means any wire, including interface equipment, on the customer side of the network interface or equivalent.
"Customer trouble report" means any verbal or written report relating to difficulty or dissatisfaction with the operation of regulated telecommunications services. One report shall be counted for a verbal or written report received. When several items are reported by one customer at the same time, and the group of troubles so reported is clearly related to a common cause, they are counted as one report.
"dBrnc" means a measure of the interfering effect of noise.
"Decibel" or "dB" means a standard unit used for expressing a transmission signal gain or loss. 11-0622
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"Dial tone" means an audible tone sent from an automatic switching system to a customer to indicate the equipment is ready to receive dial signals.
"Dial tone first" means coin telephone service that allows a customer to obtain a dial tone before money is deposited into the coin telephone.
"Digital" means a signal that carries information by discrete changes in its parameters. For digital transmission of analog information, the incoming voice, data or video signals are sampled periodically and digitally coded for transport through the network.
"Direct distance dialing" or "DDD" means the automatic establishment of toll calls in response to signals from the dialing device of the originating customer.
"Distributing system" means that part of the outside cable plant connecting the central office to the customer network interface at the customer's premises.
“Emergency situation” means a single event that causes an interruption of service or installations affecting end users of a local exchange carrier. The emergency situation
shall begin with the first end user whose service is interrupted by the single event, and shall end with the restoration or installation of the service of all affected end users.
The term single event shall include:
a declaration made by the applicable State or federal governmental agency that the area served by the local exchange carrier is either a State or federal disaster area; or
an act of third parties, including acts of terrorism, vandalism, riot, civil unrest, or war, or acts of parties that are not agents, employees or contractors of the local exchange carrier; or
a severe storm, tornado, earthquake, flood or fire, including any severe storm, tornado, earthquake, flood or fire that prevents the local exchange carrier from restoring service due to impassable roads, downed power lines, or the closing off of affected areas by public safety officials.
The term emergency situation shall not include:
a single event caused by high temperature conditions alone; or
a single event caused, or exacerbated in scope and duration, by acts or omissions of the local exchange carrier, its agents, employees or contractors or by the condition of facilities, equipment or premises owned or operated by the local exchange carrier; or11-0622
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any service interruption that occur during a single event listed in this definition, but are not caused by those single events; or
a single event that the local exchange carrier could have reasonably foreseen and taken precaution to prevent; provided, however, that in no event shall a local exchange carrier be required to undertake precautions that are technically infeasible or economically prohibitive.
This Part shall be construed as being content neutral as to whether a strike or other work stoppage is an emergency situation. In the event of a strike or other work stoppage, the local exchange carrier's obligations to provide remedies for failure to comply with this Part shall, in the absence of a decision by a court of competent jurisdiction, be determined by the Commission on a case-by-case basis based upon the individual factual circumstances of each strike or other work stoppage. In making such a
determination, and notwithstanding the definition of emergency situation above, the Commission shall not presume that a strike or other work stoppage is an act of an employee or of the local exchange carrier.
"End user" means any person, building owner, firm, partnership, corporation, municipality, cooperative, organization, governmental agency, etc., provided with local exchange carrier telecommunications services for consumption, not for resale, as defined in Section 13-204 of the Act. End user may also be referred to as "customer".
"Exchange area" means a unit established by a local exchange carrier and approved by the Commission for the administration of telecommunications service in a specified geographical area. It may consist of one or more central offices together with associated plant used in furnishing telecommunications services in that area. Exchange areas are identified on exchange boundary maps on file with the Commission.
"Foreign exchange service" means a classification of exchange services whereby customers may be provided a telecommunications service from a local exchange other than the one from which they would normally be served.
"Information call" means a call in which a customer will be connected to directory assistance by dialing the proper service code or number and will be given the directory number of the customer whom he or she desires to call, provided that the customer's number to be called is or will be published or listed in the information records. An information call is also referred to as directory assistance.
"Inside wire" means the same as "customer premises wire" defined above.
"Installation trouble report" means any network trouble report filed within seven 11-0622
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days after the completion of a basic local exchange service installation on the same line.
"Intercept service" means a service arrangement provided by the local exchange carrier whereby calls placed to a disconnected or discontinued telephone number are intercepted and the calling party given such information as the called telephone number has been disconnected, discontinued or changed to another number, or that calls are being received by another telecommunications line.
"InterMSA" means those calls originating in one Market Service Area (MSA) but terminating in another MSA. InterMSA calls are also referred to as “InterLATA calls”. See Section 13-208 of the Act.
"Interoffice trunk" means a communication path between two central offices.
"Line" means the conductor or conductors, supporting circuit equipment, and structures extending between customer network interfaces and central offices, or between central offices, whether they be in the same or different communities.
"Local exchange carrier" or "LEC" means a telecommunications carrier certificated by the Commission to provide intra-exchange and/or inter-exchange service within the same MSA.
"Local exchange service" means the same as "local exchange telecommunications service" as defined in Section 13-204 of the Act.
"Local exchange service area" means the area where telecommunications service is furnished to customers under a specific schedule of rates and without toll charges. A local exchange service area may include one or more exchange areas or portions of exchange areas.
"Local message" means a completed call between customers served by the same central office or between customers served by two different central offices as defined by and in accordance with tariffs.
"Local loop" means a channel between a customer's network interface and its serving central office.
"Local usage charge" means the charge that applies to a call defined as a "local message".
"Map" means a drawing showing a geographical area in which a local exchange carrier furnishes telecommunications services.
"Message" means a completed customer call. 11-0622
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"Network" means the aggregate of transmission systems and switching systems. It is an arrangement of channels, such as loops, trunks and associated switching facilities.
"Network interface" means the point of termination on the customer premises at which the local exchange carrier's responsibility for the provision and maintenance of network channel or line service ends. The network interface is part of the network and the order of appearance of central office lines on it is determined solely by the local exchange carrier
"Network service" means a telecommunications service that links two or more discrete channels for the purpose of creating a point-to-point connection.
"Noise to Ground" or "Ng" means the noise measured between ground and the tip and ring conductors. The customer does not hear the noise to ground, but the amount of noise to ground affects the amount of noise metallic that a customer hears.
"Noise Metallic" or "Nm" means the noise measured across the tip and ring of a circuit and is the noise that the customer hears.
"Out of Service > 30 24 Hours" means that 30 24 hours after reporting an out of service condition to the local exchange carrier the customer still:
has no dial tone; or
cannot be called; or
cannot call out.
This defined term excludes call blocking or any other intentional alteration to an end user's calling or call receiving ability.
"Outside plant" means the telecommunications equipment and facilities installed on, along, over, or under streets, alleys, highways, or on private rights-of-way between the central office and customer locations or between central offices.
"Party line service" is a service offering where two or more unaffiliated customers share the same line and telephone number.
"Premises" means the space occupied in a single local exchange area by a customer in a building or in adjoining buildings not separated by a public thoroughfare or in a public office building where the customer's office space is all contiguous.
"Public telephone service" means one-party access line service equipped with a 11-0622
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coin collecting and/or calling-card only telephone instrument installed for the use of the general public in locations where the general public has access to these telephones.
"Repair office" means an office to handle customers' reported telephone facility problems. Customers may call to request trouble verification tests, initiate trouble reports and obtain information on the status of open trouble reports.
"Repeat trouble report" means any network trouble report filed within 30 days after the closing of a previous network trouble report filed by the same customer for the same working line.
"Reporting entity" means a unit established by the local exchange carrier for the purpose of administering the customer service operations established by this Part.
"Staff" means the Staff of the Illinois Commerce Commission.
"Telecommunications service" means any regulated communication service provided by local exchange carriers.
"Toll call" means a completed message between customers in different exchanges for which message toll rates are applicable.
"Traffic" means call volume based on number and duration of messages.
"Transmission" means the process of sending information from one point to another.
"Trouble report" means any customer complaint to the local exchange carrier regarding the operation of the network affecting their basic local exchange service, including both service-affecting conditions or out of service conditions.
"Trunk" means a transmission path between switching units, switching centers and/or toll centers.
"Vertical services" means optional telecommunication services, including, without limitation, Caller ID or Call Waiting, that a customer may choose to have added to its basic access line.
"Working line" means an active access line or channel.
(Source: Amended at 36 Ill. Reg. ________, effective ______________)
Section 730.115 Reporting
a) All reports required to be submitted to either the Staff or to the Illinois Commerce Commission under this Part 730 shall be certified by an authorized agent of the 11-0622
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reporting carrier. All such reports will be public records available for inspection, copying, and posting to the Commission’s website.
b) Disaggregation
1) Each telecommunications carrier shall provide to the Commission, on a quarterly basis and in a form suitable for posting on the Commission's website, a public report that includes monthly performance data for basic local exchange service quality of service as required to be collected and reported pursuant to this Part. The performance data shall be disaggregated for each geographic area and each customer class of the State for which the telecommunications carrier internally monitored performance data as of March 2, 2001. The report shall include, at a minimum, operator answer time – toll and assistance, Section 730.510(a)(1)(A); operator answer time – information, Section 730.510(a)(1)(B); repair office answer time, Section 730.510(b)(1); business or customer service answer time, Section 730.510(b)(1); percent of service installations, Section 730.540(a); percent of lines out of service for more than 30 24 hours, including monthly itemization of the “w” variable via attachment, Section 730.535(a); trouble reports per 100 access lines, Section 730.545(a); percent of repeat trouble reports, Section 730.545(c); percent of installation trouble reports, Section 730.545(f); missed repair appointments, Section 730.545(h); and missed installation appointments, Section 730.540(d).
2) Carriers shall disaggregate their performance data at least to the extent required pursuant to this Section and Section 13-712(f) of the Act and, by January 1, 2004, shall provide to the Commission a certification by an authorized officer of the carrier specifying the disaggregation that is required as well as supporting documentation sufficient to demonstrate the required disaggregation (specifically identifying the geographic and customer class disaggregation). The carriers shall bear the burden of proof with respect to the required disaggregation. The certification and supporting documentation shall be delivered in a form that can be made publicly available and posted upon the Commission's website.
(Source: Amended at 36 Ill. Reg. ________, effective ____________________)
SUBPART E: STANDARDS OF QUALITY OF SERVICE
Section 730.535 Interruptions of Service
a) On a monthly basis, each local exchange carrier shall clear 95% of all out of service troubles up to the customer network interface within 30 24 hours after the troubles are reported by the customer. 11-0622
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b) For purposes of maintaining records or reporting information relating to the requirement set forth in subsection (a) the information required to be so maintained or reported shall be calculated as follows:
1) Each occurrence shall be measured from the "create date and time" to the "cleared date and time".
2) The requirement set forth in subsection (a) shall be calculated as follows:
(a)
-
(c+d+e+f+g+h+i)
=
o
or the "adjusted number of out of service conditions not repaired within 30 24 hours”
(b)
-
(c+d+e+f+g+h+i)
=
p
or the "adjusted number of out-of-service calls"
Times
100
=
x
O
P+W
(100 - x)
=
percent repaired within 30 24 hours
Variables used in the above formulas are defined as follows:
a
=
Total number of out of service conditions not repaired within 30 24 hours
b
=
Total number of out of service calls received by the company
c
=
Subsequent reports for the same out of service condition
d
=
Condition caused by payphone equipment
e
=
Condition caused by customer premises equipment (CPE) or inside wire
f
=
Exclusion due to no access to the property (when access is required)
g
=
Exclusion due to customer requested later appointment
h
=
Exclusion due to emergency situations
i
=
Exclusion due to negligent or Willful Act on part of customer
o
=
Adjusted number of out of service conditions not repaired within 30 24 hours11-0622
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p
=
Adjusted number of out of service calls received by the company
w = Out of service conditions due to a severe storm, tornado, earthquake, flood or fire, including any severe storm, tornado, earthquake, flood or fire that prevents the local exchange carrier from restoring service due to impassable roads, downed power lines, or the closing off of affected areas by public safety officials. This variable “w” shall be itemized monthly, via attachment, in the reporting LECs quarterly report as provided in Section 730.115(b).
3) Whenever a local exchange carrier fails to meet the monthly requirements contained in this Section, it shall file a monthly report relating to the failed requirement to the Staff of the Illinois Commerce Commission, Telecommunication Division, with a statement of the reasons for the failure, within 15 business days after the end of each month in which the failure occurred.
4) The information to be reported pursuant to this Section shall include out of service troubles occurring on holidays or weekends.
c) If a carrier knows entry to the dwelling is required in order to clear an out of service trouble report, the local exchange carrier shall provide reasonable notice to the affected customer of the premises visit and shall schedule an appointment to perform any such visit on a mutually agreed date and time (which shall be identified as occurring within a four hour window, such as a morning or afternoon or evening shift, or until June 30, 2004, between 8 A.M. and 4 P.M. on a particular day if the carrier uses the resold services, network or network elements of another carrier to provide services to the customer). When the repair appointment cannot be met within the prescribed appointment window, the local exchange carrier shall notify the customer of the delay and the reason for the delay no later than 8 P.M. of the day prior to the scheduled date of the appointment of 24 hours prior to its inability to keep the appointment, and shall then reschedule a date and time acceptable to the customer when the utility will be able to provide the requested service. The 24 hour notice period shall be construed to mean 24 hour notice by the end of each 4 hour window the day before the scheduled appointment or, until June 30, 2004, by 4 P.M. of the business day preceding the day of the scheduled appointment if the appointment has been scheduled, by a carrier that uses the resold services, network or network elements of another carrier to provide service to the customer, for between 8 A.M. and 4 P.M. of a particular day. Customer-caused delays or customer-missed appointments shall not be subject to the time restrictions of this subsection.
d) Required toll-free numbers
1) Each local exchange carrier shall provide to its customers the telephone number to call for repair service. Calls to repair service shall be available 11-0622
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without charge. When trouble is apparently located in a connecting company, this trouble report shall be immediately referred to the connecting company.
2) Each local exchange carrier shall provide its business office telephone number to its customers. Calls to the business office shall be available without charge.
e) Repair service shall be available at all times for reporting service out of order. Arrangements shall be made to receive customer trouble reports 24 hours daily and to clear out of service trouble at all hours for customers who express an emergency need for service as long as clearing the trouble is consistent with the personal safety of local exchange carrier personnel. For purposes of this subsection (e) only, an emergency need for service shall mean that without service there exists an immediate threat to life, limb or property.
(Source: Amended at 36 Ill. Reg. ________, effective ____________________)
Section 730.540 Installation Requests
a) Each local exchange carrier shall complete 90% of its "basic local exchange service installations" within five business days after the customer requests installation or by such later date as requested by applicant, as subject to the exclusions set forth in subsection (f).
This subsection (a) does not apply to the migration of a customer between telecommunications carriers, so long as the customer maintains dial tone.
A telecommunications carrier offering basic local exchange service utilizing the network or network elements of another carrier shall install new lines for basic local exchange service within 3 business days after provisioning of the line or lines, by the carrier whose network or network elements are being utilized, is complete.
b) Each local exchange carrier shall maintain records and submit reports with respect to this Section as follows: Whenever a local exchange carrier fails to meet the monthly requirements contained in this Section, it shall file a monthly report identifying the installation performance relating to the failed requirement to the Staff of the Illinois Commerce Commission, Telecommunications Division, as well as a statement of the reasons for such failure, within 15 days after the end of the month in which the failure occurred.
c) For purposes of maintaining records or reporting information relating to the requirement set forth in subsection (a), the information required to be so maintained or reported shall be calculated by measuring customer applications or requests for basic local exchange service installation from the date the customer 11-0622
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makes such application or request to the date the installation order is signed off by the carrier as completed.
d) If a local exchange carrier knows a premises visit (which includes entry into a dwelling) is required in connection with any basic local exchange service installation, the local exchange carrier shall advise the affected customer of such premises visit and shall schedule an appointment to perform any such visit at a mutually agreed upon date and time (which shall be identified as occurring within a four hour window, such as a morning or afternoon or evening shift or until June 30, 2004, between 8 A.M. and 4 P.M. on a particular day if the carrier uses the resold services, network, or network elements of another carrier to provide services to the customer). When the installation appointment cannot be met within the prescribed appointment window, the local exchange carrier shall notify the customer of the delay and the reason for such delay no later than 8 P.M. of the day prior to the scheduled date of the appointment of 24 hours prior to its inability to keep the appointment, and shall then reschedule a date and time acceptable to the customer when the utility will be able to provide the requested service. The 24 hour notice period shall be construed to mean 24 hour notice by the end of each 4 hour window the day before the scheduled appointment or, until June 30, 2004, by 4 P.M. of the business day preceding the day of the scheduled appointment if the appointment has been scheduled, by a carrier that uses the resold services, network or network elements of another carrier to provide service to the customer, for between 8 A.M. and 4 P.M. of a particular day. Customer-caused delays or customer-missed appointments shall not be subject to the time restrictions of this subsection.
e) Each local exchange carrier shall maintain a record of installation requests as reported by its customers. This record shall include appropriate identification of the customer or service affected, the time, the date and nature of the installation request, the action taken, the date and time of installations or other disposition, and whether the appointments appointment(s) were kept, cancelled no later than 8 P.M. of the day prior to the scheduled date of the appointment with at least 24 hours notice to the customer, or missed without at least 24 hours notice to the customer no later than 8 P.M. of the day prior to the scheduled date of the appointment.
f) Authorized delays
1) An installation that is not performed within the intervals referred to in subsections (a) and (d) will not be considered a violation of subsection (a) and (d) for the period of delay if the installation is delayed due to the following:
A 1) as a result of a negligent or willful act on the part of the customer;11-0622
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B 2) as a result of a malfunction of customer-owned telephone equipment or inside wire;
C 3) as a result of, or extended by, an emergency situation;
D 4) as a result of the carrier’s inability to gain access to the customer’s premises due to the customer missing an appointment, provided that the violation is not further extended by the carrier;
E 5) as a result of a customer request to change the scheduled appointment, provided that the violation is not further extended by the carrier;
F 6) as a result of a carrier’s right to refuse service to a customer as provided in 83 Ill. Adm. Code 735; or
G 7) as a result of a lack of facilities where a customer requests service at a geographically remote location, a customer requests service in a geographic area where the carrier is not currently offering service, or there are insufficient facilities to meet the customer's request for service, subject to carrier's obligation for reasonable facilities planning.
2) Notwithstanding anything in this subsection (f) to the contrary, in those situations where an installation cannot be completed at all as a result of the occurrence of any of the causes identified in this subsection (f), the failure to complete such installation shall not be deemed to be a violation of subsection (a).
(Source: Amended at 36 Ill. Reg. ________, effective ____________________)
Section 730.545 Trouble Reports
a) Each local exchange carrier shall maintain basic local exchange service so that the average rate of all customer network trouble reports is no greater than 6 reports per 100 access lines per month.
b) For purposes of maintaining records or reporting information relating to the requirement set forth in subsection (a), the information required to be so maintained or reported shall be calculated by dividing the number of customer initiated network trouble reports in any given month that are cleared to network dispositions, less customer premises equipment (CPE), inside wire, or emergency situations, by the total number of access lines in service. The rate shall be reported on a per 100 access line basis.11-0622
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c) The local exchange carrier shall maintain service so that the percentage of repeat trouble reports for a month does not exceed 20% of the total customer trouble reports.
d) For purposes of maintaining records or reporting information relating to the objective in subsection (c), the information required to be so maintained or reported shall be calculated by dividing the total number of repeat trouble reports by the total number of customer trouble reports, in said month, and shall exclude troubles related to CPE, inside wire, or emergency situations.
e) Each local exchange carrier shall maintain a record of repeat trouble reports as reported by its customers. This record shall include appropriate identification of the customer or service affected, the time, date and nature of the repeat trouble report, the action taken, and the date and time of trouble clearance or other disposition.
f) The local exchange carrier shall maintain service so that the percentage of installation trouble reports for a month does not exceed 20% of the total installations.
g) Each local exchange carrier shall maintain a record of installation trouble reports as reported by its customers. This record shall include appropriate identification of the customer or service affected, the time, date and nature of the report, the action taken, and the date and time of installation trouble clearance or other disposition.
h) Each local exchange carrier shall keep scheduled repair appointments when a customer premises visit requires a customer to be present. If the local exchange carrier is unable to keep a scheduled repair appointment, it shall notify the customer of the delay and the reason for the delay no later than 8 P.M. of the day prior to the scheduled date of the appointment of provide 24 hour notice of its inability to keep the repair appointment. The 24 hour notice period shall be construed to mean notice by the end of each 4 hour window the day before the scheduled appointment or, until June 30, 2004, by 4 P.M. of the business day preceding the day of the scheduled appointment if the appointment has been scheduled by a carrier that uses resold services, network or network elements of another carrier to provide service to the customer, for between 8 A.M. and 4 P.M. of a particular day.
i) Each local exchange carrier shall maintain a record of repair appointments as reported by its customers. This record shall include appropriate identification of the customer or service affected, the time, date and nature of the repair appointment, the action taken, the date and time of repair appointments, and whether the appointments were kept, cancelled no later than 8 P.M. of the day prior to the scheduled date of the appointment with at least 24 hours notice to the 11-0622
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customer, or missed without at least 24 hours notice to the customer no later than 8 P.M. of the day prior to the scheduled date of the appointment.
(Source: Amended at 36 Ill. Reg. ________, effective ____________________)