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News Release
 
Qwest Ordered to Provide Plan to Improve Business Office Access
 
June 26, 2001 (2001 - 026)
 
Contacts: Roy Hemmingway, Chairman, 503 378-6611; Roger Hamilton, Commissioner, 503 378-6611; Joan H. Smith, Commissioner, 503 378-6611; Bob Valdez, Public Information Officer, 503 378-8962
 
Salem, OR – Concerned it is taking too long for the public to get their calls answered, the Oregon Public Utility Commission today ordered Qwest to provide a six-month plan to reverse this decline in service.
 
Customers call the Qwest business office to request new service, transfers of service, additional lines, or to change service. However, since the first of the year the Commission has received a growing number of calls from the public complaining of poor access.
 
"Timely access to the business office is important to customers. Qwest has not been able to fix it," said Commissioner Joan Smith. "We trust a plan will do it or we will apply penalties."
 
Commission service quality standards require a company representative to answer the phone within 20 seconds, 85% of the time. Qwest has failed to meet the business office access standard since August 1998. PUC staff has worked with Qwest during this period in an attempt to correct the problem.
 
The April 2001 Service Quality report, submitted June 8, 2001, showed the Company's Business Office Access standard fell to 29%. This represents a significant drop in performance compared with a year ago when the company met the standard 69% of the time.
 
The order requires Qwest to provide a detailed plan explaining how they will reverse their decline in service to their customers. The Commission requested a memorandum of understanding (MOU) within 30 days detailing the six-month action plan.
 
 
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