Text Size:   A+ A- A   •   Text Only
Site Image

News Release
Qwest Quarterly Service Report Shows Continued Improvement
December 5, 2000 (2000-054)
Contacts: Ron Eachus, 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 - Qwest (formerly known as U S WEST) continues to improve the quality of service it provides its Oregon customers according to a new quarterly report submitted to the Oregon Public Utility Commission.
The report details service quality measurements for July, August and September. The report marks the third consecutive quarter the company has shown improvement.
"The company has clearly been able to sustain service quality improvement through this year as far as the Commission performance measurements are concerned. Complaints are down and service quality is up," said Commission Chairman Ron Eachus.
Performance standards include held orders, trouble reports cleared, access to the repair center and Business Office access, trouble reports and network blocking.
The company failed to meet statutory standards for the trouble report rate and network blocking for which the company faces potential automatic fines.
Network blocking results in a busy signal or inability to receive a dial tone. Wire centers whose network blockage performance was deemed "unsatisfactory" are located in Baker, Jacksonville, Klamath Falls, Marcola, and Spring River Road. Jacksonville failed to meet the standard two out of three months in the quarter. The others failed to meet the standard for one month in the reporting period.
Trouble rate standard violations occurred at wire centers in Lowell and Westport. The rate is based on the number of customer complaints on a three-month average compared against the standard.
SB 622 provided the Commission the authority to seek automatic fines for statutory violations. Total fines for the third quarter amounted to $135,000. The total for the year is $615,000.
The Commission cannot impose the fines until the end of the year.
The Commission has the discretion to reduce the penalties.
- 30 -