Service Quality
Learn more about how we set voice service standards and regulate carriers.
Service Quality Standards
Effective January 1, 2027, General Order (GO) 133-E expands voice service quality standards to include fixed interconnected Voice over Internet Protocol (VoIP) alongside Plain Old Telephone Service (POTS), with updated installation and outage standards enforced at the individual access line level. Voice service, irrespective of technology type, is a key component of essential communications service to enable health, safety, and full participation in society. The California Public Utilities Commission (CPUC) is responsible for regulating the service quality of communications services in California. This duty includes setting voice service quality standards and establishing enforcement mechanisms to ensure that all Californians receive a reliable and adequate level of service.
History of the CPUC's Service Quality Standards - General Order 133-D
(through December 31, 2026)
The CPUC established voice service quality standards for POTS under GO 133. Since 1972 the CPUC has consistently reviewed communications carriers’ performance under established service standards to ensure that they remain relevant in the current regulatory environment and market. In August 2016, the CPUC adopted the current version of service quality standards for voice communications services in GO 133-D, which has been effective since 2017. GO 133-D utilizes these five service measures to establish the minimum service quality standards for POTS services:
Installation interval measures the amount of time it takes to install basic service from when the customer requests service until it is established. Current standard is five business days.
Installation commitment measures the establishment of basic service upon request. Current standard is to fulfill 95% of the installation requests.
Customer trouble reports measure the number of trouble reports received from customers. Current standard permits six to ten reports per 100 working lines.
Out of service repair intervals measure the time interval from the receipt of an outage ticket to the restoration of service. Current standard is to restore 90% of the outage tickets within 24 hours.
Answer time measures the number of instances when a live agent answers the customer service phone call within 60 seconds. Current standard is to answer 80% of the calls within 60 seconds.
All five standards for voice communications services are enforced on a company-wide level. While carrier performance in complying with the standards is assessed monthly, fines are only imposed if noncompliance occurs for three consecutive months.
For a complete list of GO 133-D reports by carrier from the third quarter of 2016 onward, please visit the General Order 133-D homepage.
Ongoing Service Quality Standards and Modernization
The CPUC has a responsibility to modernize its service quality standards to include standards for all essential communications services to improve service reliability for all Californians. While GO 133-D applies primarily to POTS, the CPUC recognizes that Californians have largely transitioned from POTS to VoIP, wireless, and broadband technologies for their essential communications services.
The CPUC ordered a Network Exam investigation to evaluate the performance, infrastructure, and service quality of the state’s two largest local wireline carriers, AT&T California and Frontier California (formerly Verizon California). Phase I examined the period from 2010 through 2017, and Phase II examined the period from 2018 through 2019. The Network Exam exposed systemic service quality shortcomings in California’s wireline market, shaped by changes in technology and shifting business priorities, and set the stage for rule changes to better protect consumers.
On March 17, 2022, the CPUC opened an Order Instituting Rulemaking Proceeding (R.) 22-03-016 (Service Quality Proceeding) to evaluate whether the current GO 133-D service quality standards align with the CPUC’s objectives and goals and whether they remain relevant to the current regulatory environment and market demands. The rulemaking focused on wireline voice services and concluded in September 2025 with Decision (D.) 25-09-031. Below are some of the milestone events where staff and key stakeholders presented their analyses and findings:
- Staff Report (issued on April 17, 2023) – Staff examined data from 2018 through 2021, focusing on compliance to GO 133-D outage standards.
- Public Workshop (held on September 7, 2023) – Panelists from the industry, local governments, tribal communities, public and small business advocacies discussed the challenges and opportunities, elaborating on first-hand customer experiences and industry trends.
- Staff Proposal (issued on June 27, 2024) – Staff proposed changes to installation, outage, and customer service standards, and recommended extending enforcement to include fixed interconnected VoIP and wireless voice services in addition to POTS.
Service Quality Proceeding Decision
On September 18, 2025, the CPUC issued Decision (D.) 25-09-031, which adopted GO 133-E to update and expand voice service quality standards effective January 1, 2027. GO 133-E has updated the existing installation and outage standards and applied them to both POTS and fixed interconnected VoIP services. Learn more about GO 133-E to see how we reshape regulatory standards for today’s needs.
General Order 133-E
(January 1, 2027 onward)
GO 133-E, effective January 1, 2027, introduces improvements to the current standards for installation, outage, and customer service. It mandates that these standards be enforced at the individual access line level for both POTS and fixed interconnected VoIP services. In case of noncompliance with the installation and outage standards, customers are entitled to an automatic customer credit and carriers will be required to pay fines to the state’s general fund. Unlike its predecessor, credits and fines incur immediately upon noncompliance.
GO 133-E utilizes these three service measures below to establish the minimum service quality standards for POTS and fixed interconnected VoIP services:
For more details, including references and report templates, please visit the General Order 133-E homepage.
Order Instituting Rulemaking Proceeding for Wireless Services
In February 2026, the CPUC opened an Order Instituting Rulemaking Proceeding 26-02-017 to consider whether to apply the voice service quality standards in General Order 133-E, which are applicable to POTS and fixed interconnected VoIP services, to wireless voice service.
Service Quality
Table of Contents
- Service Quality Standards
- General Order 133-D
- Ongoing Service Quality Standards and Enforcement Examination
- Service Quality Proceeding [R.22-03-016} Phase One Decision
- General Order 133-E
- Service Quality Proceeding for Wireless Services [R.26-02-017]
Additional Information
For inquiries regarding service quality standards, please contact the CPUC’s Network Performance and Public Safety team at GO133Reports@cpuc.ca.gov.