Section 407-201-9 - SERVICE QUALITY INDICATORS (METRICS) AND SERVICE QUALITY STANDARDS (BENCHMARKS) FOR PRICE CAP ILECSPrice Cap ILEC Service Providers shall report to the Commission on the four service quality metrics in Section 9(B) of this Chapter. Reports submitted to the Commission by Price Cap ILEC Service Providers are confidential and not public records under 1 M.R.S. section402(3) and may not be disclosed to any person outside the Commission, except as provided in Section 9(A) of this Chapter.
A.Service Provider Performance . Price Cap ILEC Service Providers' actual reported performance for each metric must be equal to or better than the benchmark. Actual performance is considered equal to or better than the benchmark if the reported result is less than or equal to the benchmark. The failure of a Price Cap ILEC Service Provider to meet the same service quality metric for any two consecutive quarters constitutes an "Investigable Failure," and the results for this service quality metric for the two consecutive quarters are no longer confidential and become public records. The Commission shall investigate all Investigable Failures by a Price-Cap ILEC Service Provider. If the Commission concludes after investigation that the failure to meet a service quality metric is due to factors within the control of the Price Cap ILEC Service Provider, the Commission shall, by Order, direct the Price Cap ILEC Service Provider to take such steps as the Commission determines necessary to meet the metric. If the Price Cap ILEC Service Provider fails to comply with the Commission's Order, the Commission shall impose a penalty in accordance with 35-A M.R.S. section1508-A(1)(A) in an amount sufficient to ensure compliance with that Order. B.Description of Service Quality Metrics and Required Benchmarks. The following service quality metrics and corresponding benchmarks are applicable to Price Cap ILEC Service Providers: 1.Percentage of Installation Appointments Not Met (Company Reasons)a.Metric Description. This metric measures the percent of total completed orders for which the service provider did not meet the committed due date because of Price Cap ILEC Service Provider reasons. The actual result is calculated by dividing the number of service appointments for which the due date was not met by the total number of scheduled appointments. When an appointment is not met due to other than Price Cap ILEC Service Provider reasons, including a rescheduling of the appointment at the request of the customer, the appointment is not considered a miss for the purposes of service quality reporting.2.Average Delay Days for Missed Appointmentsa.Metric Description. This metric measures the average number of business days between the order due date and work completion date for orders missed due to Price Cap ILEC Service Provider reasons. The result for this metric is calculated by summing the number of business delay days between the appointment due date and the completion date, and then dividing that sum by the number of missed appointments.3.Network Trouble Report Ratea.Metric Description. This metric measures the number of customer reported network troubles per 100 lines within the calendar month. The result is calculated by dividing the number of customer trouble reports to the Price Cap ILEC Service Provider by the number of the Price Cap ILEC Service Provider's access lines divided by 100. Troubles that are not network related are not included.4.Percentage of Network Troubles Not Resolved Within 48 Hoursa.Metric Description. This metric measures the percentage of network-related service troubles reported to the Price Cap ILEC Service Provider that were not cleared within 48 hours. The metric is calculated by dividing the number of customer trouble reports that are not resolved within 48 hours by the total number of network-related customer trouble reports.65- 407 C.M.R. ch. 201, § 9