(1) Competitive Local Exchange Carriers that
provide local exchange service through resold telecommunication services,
unbundled network elements and/or special access are exempt from the provisions
of this rule.
(2) Each utility
shall provide for the receipt of customer trouble reports at all hours and make
a full and prompt investigation of all complaints. The utility shall maintain
an accurate record of trouble reports made 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 to clear trouble or
satisfy the complaint; and the date and time of trouble clearance or other
(3) Each utility shall
file with the Commission a trouble report summary or a quarterly basis which
shall be filed on or before the end of the month following the reporting
period. This report shall include 1. The name of each exchange; 2. The number
of exchange lines for each exchange; 3. The number of troubles filed that month
for each exchange; 4. The Trouble Index (number of reported troubles per 100
lines) for each exchange; and 5. A detailed explanation if the Trouble Index is
above the allowable 4% maximum.
Provisions shall be made to clear troubles of an emergency nature at all hours,
consistent with the needs of customers and the personal safety of utility
(5) Provisions shall be
made to normally clear all out-of-service trouble not requiring unusual repair,
such as cable failure, within 24 hours (Sundays excepted) of the report
received by the utility unless the customer agrees to another
(6) All commitments to
customers shall be kept, unless customers are timely notified of unavoidable
changes. If unusual repairs are required, or other factors preclude clearing of
reported trouble promptly, reasonable efforts shall be made to notify affected
(7) Service shall be
maintained in such a manner that trouble reports by central office do not
exceed four trouble reports per one hundred access lines per month for two
consecutive months, or per month for four months in any one twelve-month
period. This standard does not apply to trouble reports related to customer
premise equipment, inside wiring, force majeure, or outages of service caused
by persons or entities other than the telephone utility.
Telephone utilities shall furnish and maintain adequate plant, equipment
and facilities to provide satisfactory transmission of communications between
customers in their service areas. Transmission shall be at adequate volume
levels and free of excessive distortion. Levels of noise and cross-talk shall
be such as not to impair communications.
Ga. Comp. R. & Regs. R. 515-12-1-.23
Ga. L. 1878-79, p.
125, 1907, p. 72, 1922, pp. 143, 144, 1964, p. 338, 1965, p. 283, 1973, pp. 677
to 681, 1975, Sec. 2, p. 406.
Original Rule entitled
"Customer Trouble Reports" adopted. F. Dec. 29,
1975; eff. 1/1/1976, as specified by Ga. L. 1975, p. 411.
Amended: F. Nov. 26,
2002; eff. 12/16/2002.
Amended: F. Feb. 7,
2003; eff. 2/27/2003.