Section 63.59. Operator-handled calls

(a) A public utility supplying operators shall establish practices for operators and the public utility shall establish practices for its representatives with the stated objective of providing efficient and pleasing service to its customers. Operators and other representatives shall be instructed to be courteous and considerate, and to comply with the Communications Act of 1934 (47 U.S.C.A. § § 157—611) in maintaining the secrecy of communications.

(b) A public utility supplying operators shall maintain adequate personnel and equipment to assure an average operator answering performance on a monthly basis as follows:

(1) Ninety percent of toll and operator assistance calls shall be answered within 10 seconds.

(2) Eighty-five percent of calls seeking repair service or to the business office during normal working hours shall be answered within 20 seconds.

(3) For purposes of this section, an ‘‘answer’’ means that the operator or other representative is ready to render assistance and to accept information necessary to process the call. An acknowledgement that the customer or applicant is waiting on the line does not constitute an answer.

(4) A public utility may measure its compliance with paragraphs (1) and (2) through the use of measuring devices, random sampling, statistically valid customer attitude surveys or a combination of these compliance measuring techniques. The Commission retains the right to determine the appropriateness of utility monitoring methods in particular circumstances.

The provisions of this § 63.59 adopted January 29, 1988, effective July 30, 1988, 18 Pa.B. 466.

Notation

Authority

The provisions of this § 63.59 issued under the Public Utility Code, 66 Pa.C.S. § § 501, 504, 1501, 1504 and 2901.