The California Public Utilities Commission (CPUC) has adopted new service quality standards for voice providers in the state, aiming to improve phone service reliability, particularly during emergencies.
During its meeting on September 18, the CPUC approved updated rules that extend minimum service quality requirements to fixed interconnected Voice over Internet Protocol (VoIP) providers for the first time. These changes follow a multi-year review process that included public input and analysis of outage data and industry performance.
The new General Order 133-E establishes several key provisions. Providers must now restore 90 percent of landline and VoIP outages within 24 hours, with no exceptions for Sundays or federal holidays. Customers will automatically receive credits if they experience prolonged outages or poor service quality. The order also introduces corrective action plans and penalties, including fines and required infrastructure investments for companies that do not meet standards. Additionally, providers are now required to collect and publish more detailed outage and performance data.
Wireless and broadband service quality standards will be considered in a later phase of the proceeding.
Commissioner Darcie L. Houck, who is overseeing 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 regulates utility services in California with a focus on consumer protection, environmental safety, and access to reliable infrastructure. More information about these new requirements can be found at www.cpuc.ca.gov.
