3 AAC 52.280. Customer reports

(a) Each utility shall strive to reduce the rate of customer trouble reports to a monthly rate of six per 100 stations per reporting exchange. Trouble report records must include appropriate identification of the customer or service affected, the time, date, and nature of the report, the action taken to clear the trouble or satisfy the complaint, and the date and time of trouble clearance or other disposition. A rate of customer trouble reports for each reporting unit exceeding 12 trouble reports per 100 stations for each month of a consecutive three-month period indicates a need for investigative or corrective action by the telephone utility. These trouble report rates do not apply to reports resulting from interruptions caused by emergency situations, unavoidable casualties, acts of God, reports that do not affect service, or troubles to be found beyond the control of the utility or due to subscriber-owned equipment.

(b) The utility shall clear troubles associated with emergency services at all hours at all locations consistent with the bona fide needs of customers and the personal safety of utility personnel.

(c) The objective of each telephone utility must be to clear all out-of-service troubles within the periods specified below following the reporting of the trouble to the telephone utility (Sundays and holidays excepted)

(1) 48 hours at locations accessible by maintained highway from a manned utility repair facility;

(2) five days at all other locations.

(d) Excepted from (c) of this section are troubles caused by unavoidable casualties and acts of God affecting large groups of subscribers, troubles due to subscriber-owned equipment, or when access to telephone equipment repair personnel is restricted by the customer. The surveillance level is to meet the above objectives in 95 percent of all cases.

(e) If unusual repairs are required, or other factors preclude clearing of reported trouble promptly, reasonable efforts must be made to notify affected subscribers.

(f) Every reasonable effort must be made to meet appointments made with subscribers; and if, due to circumstances, the appointment cannot be kept by the telephone utility, every reasonable effort must be made by the utility to notify the subscriber in advance.

History: Eff. 1/5/79, Register 69

Authority: AS 42.05.141

AS 42.05.151

AS 42.05.331

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