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.
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URF ILECs
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URF CLECs
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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.