General Order 133-D
In August 2016, the CPUC adopted GO 133-D, establishing five minimum service quality standards for POTS, effective 2017.
General Order 133-D
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.
- 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.
General Order 133-D Quarterly Service Quality Reports
Carriers are required to submit quarterly reports detailing their performance across the five service measures outlined in GO 133-D. Below is a compilation of these quarterly reports from 2017 through 2026, organized by year, reporting quarter, and carrier.
GO 133-D fines are assessed based on the number of access lines relative to the total number of access lines in California. The June 2026 line counts and scaling factors are posted here: Working Lines of Traditional Wireline Telephone Corporations Pursuant to General Order 133-D - June 2026.
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URF ILECs
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GRC LECs
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Table of Contents
General Order 133-D
General Order 133-D Quarterly Service Quality Reports
Additional Information
For inquiries regarding GO 133-D, please contact the CPUC’s Network Performance and Public Safety team at GO133Reports@cpuc.ca.gov.