The California Public Utilities Commission (CPUC) has approved new rules to improve the quality of phone service in the state, with a focus on ensuring reliability during emergencies.
At its September 18 meeting, the CPUC adopted updated service quality standards that apply to both traditional landline and fixed interconnected Voice over Internet Protocol (VoIP) providers. This marks the first time minimum standards have been extended to VoIP services.
The changes are part of a multi-year process that included public input, analysis of outage data, and review of industry performance. The new General Order 133-E establishes requirements for customer service and outage repairs across different technologies.
Key elements of the decision include requiring providers to restore 90 percent of service outages within 24 hours for both landline and VoIP customers. Previous exceptions for Sundays and federal holidays have been removed. Customers will also receive automatic credits if they experience prolonged outages or poor service quality.
Providers may face corrective action plans, fines, or mandated infrastructure investments if they do not meet these standards. The CPUC is also expanding reporting requirements so more detailed outage and performance data will be collected and published.
Standards for wireless and broadband services will be considered in a later phase of this regulatory proceeding.
Commissioner Darcie L. Houck, who is assigned to the proceeding, stated: “It is important that Californians receive quality communication services regardless of the technology used to provide the service. I am proud of our decision’s approach to setting stricter minimum service quality standards and enforcement mechanisms to incentivize carriers to meet those standards. These measures will further the CPUC’s goal of ensuring customers receive safe and reliable communication services.”
The CPUC oversees utilities in California with responsibilities including consumer protection, environmental safeguards, and ensuring access to essential infrastructure. More information can be found at www.cpuc.ca.gov.
