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20.45.05.00.htm 20.45.05.00. Title 20 PUBLIC SERVICE COMMISSION Subtitle 45 SERVICE SUPPLIED BY TELEPHONE COMPANIES Chapter 05 Service Standards Authority: Public Utilities Article, ยง2-121, 5-101, and 5-303, Annotated Code of Maryland
20.45.05.01.htm 20.45.05.01. 01 General Provisions.. Each utility shall provide telephone service to the public in its service area in accordance with its tariffs on file with the Commission. The quality of the service shall meet or exceed the standards set forth in these regulations. When a utility fails to meet any of the standard service levels listed below in an exchange or reporting entity in any month, the service data for the standard not met in that exchange shall be reported to the Commission:
20.45.05.02.htm 20.45.05.02. 02 Installation of Service.. A. Eighty-five percent of regular service orders installation shall normally be completed within 5 working days. The intervals commence with the receipt of application unless a later date is requested by the applicant.B. Installation of local exchange regrade service shall normally be completed not later than 30 days after the customer has made application for a different class of service, except when the customer requests or accepts a lat
20.45.05.03.htm 20.45.05.03. 03 Customer Contact Objectives.. A. Each utility shall establish practices for operators and representatives with the objective of providing efficient and pleasing service to the customers. Operators and representatives shall be instructed so as to be courteous, considerate, and efficient in handling all matters and to comply with the provisions of the Communications Act of 1934, as amended, in maintaining the secrecy of communications.B. The Company shall main
20.45.05.04.htm 20.45.05.04. 04 Dial Service Requirements.. A. The utility shall have facilities which will allow 98.5 percent of all calls placed to receive a dial tone within 3 seconds.B. As a minimum acceptable level of performance, 95 payment of attempts during the average busy season busy hour shall receive a dial tone within 3 seconds.C. The busy season shall be the period composed of those months of highest load for the particular service being considered. The busy season shall ord
20.45.05.05.htm 20.45.05.05. 05 Termination of Attempts.. Every originated call shall result in one of the following:. A. The call shall progress to the number dialed, the calling customer shall receive an indication of ringing, and the called telephone shall ring;B. The call shall progress to the number dialed and, if busy, the calling customer shall receive a busy signal;C. The call shall progress only part of the way through the switch train and, having reached an overflow condition, shall rec
20.45.05.06.htm 20.45.05.06. 06 Transmission Requirements.. Telephone utilities shall furnish and maintain adequate plant, equipment, and facilities to provide satisfactory transmission of communications between customers in their service area. Transmission shall be at adequate volume levels and free of excessive distortion. Levels of noise and cross-talk shall be such as not to impair communications. It is recognized that, due to extreme environmental conditions and economic factors, it is normal to have
20.45.05.07.htm 20.45.05.07. 07 Minimum Transmission Objectives.. A. Reference Conditions. The transmission objectives set forth in these regulations are based upon the use of standard telephone sets connected to a 48-volt dial central office and measured at a frequency of 1000 hertz. This does not preclude future designs based on new instruments or voltages other than 48 volts, provided that equivalent or better transmission is obtained.B. Loop Resistance. A subscriber line shall have a
20.45.05.08.htm 20.45.05.08. 08 Measurement.. A. Measuring devices, methods and practices, recognized generally by the communications industry as being adequate for the purposes used, shall be utilized to obtain directly or to allow calculation of results with respect to the service objectives stated in these regulations.B. When equipment arrangements permit, each utility shall have an objective of attaining at least 300 local dial service measurements per month on all originating entities ser
20.45.05.09.htm 20.45.05.09. 09 Interruption of Service.. A. Each utility shall take appropriate measures to assure that service interruptions shall be kept to a minimum.B. Each utility shall make provisions to meet emergencies resulting from failure of power, sudden and prolonged increases in traffic, absences of employees, or from fire, storm, or similar contingencies. The utility shall inform its employees as to procedures to be followed in the event of these contingencies in order to pr
20.45.05.10.htm 20.45.05.10. 10 Maintenance, Inspection, and Tests.. A. Each utility shall adopt a program of periodic tests, inspections, and other preventive maintenance activity to provide safe, adequate, and reliable service.B. Each utility shall maintain or have access to test facilities enabling it to determine the operating and transmission capabilities of all equipment and facilities, both for routine maintenance and for fault location.C. Each utility shall maintain or have access to t
20.45.05.11.htm 20.45.05.11. 11 Repealed.
20.45.05.12.htm 20.45.05.12. 12 Repealed..
20.45.05.13.htm 20.45.05.13. 13 Protection of Utility's Facilities.. The utilities shall, when requested, furnish appropriate information concerning location of underground facilities, in order to prevent any interruption of service to telephone customers. Nothing in this regulation is intended to affect the responsibility, liability, or legal rights of any party under applicable laws or statutes.
20.45.05.9999.htm 20.45.05.9999. Administrative History Effective date: January 1, 1976 (Order No. 61496). Regulation .03 amended effective March 18, 2013 (40:5 Md. R. 412). Regulation .07F amended effective January 23, 1981 (8:2 Md. R. 117). Regulation .11B amended effective January 1, 1976 (Order No. 61570). Regulations .11 and .12 repealed effective July 31, 1995 (22:15 Md. R. 1121).
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