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2006 Minnesota Statutes
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Chapter 237
Section 237.765
Topics
Recent History
- 1997 237.765 Amended 1997 c 223 s 15
- 1995 237.765 New 1995 c 156 s 12
This is an historical version of this statute chapter. Also view the most recent published version.
237.765 QUALITY OF SERVICE.
(a) For an alternative regulation plan to be approved by the commission under sections
237.76 to 237.774, the plan must contain an existing service quality plan or settlement for retail
customers approved by the commission or if no such plan or settlement has been approved, the
commission shall require:
(1) evidence that current service quality substantially complies with commission rules as
to justify lessened rate regulation;
(2) a baseline measurement of the quality of service levels as achieved by the company
during the previous three years, to the extent the data are available, and specific statewide
standards for measuring the quality of price-regulated and flexibly priced services provided by
the company, including, but not limited to (i) time intervals for installation, (ii) time intervals
for restoration or repair of service, (iii) trouble rates, (iv) exchange access line held orders, and
(v) customer service answer time;
(3) provisions for reporting to the commission at least annually the company's performance
as to the quality of service standards by quarter for the previous year;
(4) provisions that index quality of service standards for local residence services to similar
standards for local business services;
(5) appropriate remedies, including penalties and customer-specific adjustments or payments
to compensate customers for specific quality of service failures, so as to ensure substantial
compliance with the quality of service standards set forth in the plan; and
(6) provisions for informing customers of their rights as to quality of service and how
customers can register their complaints regarding service.
(b) Any penalties under paragraph (a), clause (5), shall be returned to customers under a
method set forth in the plan.
(c) The terms of an existing service quality plan or settlement approved by the commission
must be offered to extend through the duration of an alternative regulation plan filed under this
section.
History: 1995 c 156 s 12,25; 1997 c 223 s 15; 2003 c 97 s 2
(a) For an alternative regulation plan to be approved by the commission under sections
237.76 to 237.774, the plan must contain an existing service quality plan or settlement for retail
customers approved by the commission or if no such plan or settlement has been approved, the
commission shall require:
(1) evidence that current service quality substantially complies with commission rules as
to justify lessened rate regulation;
(2) a baseline measurement of the quality of service levels as achieved by the company
during the previous three years, to the extent the data are available, and specific statewide
standards for measuring the quality of price-regulated and flexibly priced services provided by
the company, including, but not limited to (i) time intervals for installation, (ii) time intervals
for restoration or repair of service, (iii) trouble rates, (iv) exchange access line held orders, and
(v) customer service answer time;
(3) provisions for reporting to the commission at least annually the company's performance
as to the quality of service standards by quarter for the previous year;
(4) provisions that index quality of service standards for local residence services to similar
standards for local business services;
(5) appropriate remedies, including penalties and customer-specific adjustments or payments
to compensate customers for specific quality of service failures, so as to ensure substantial
compliance with the quality of service standards set forth in the plan; and
(6) provisions for informing customers of their rights as to quality of service and how
customers can register their complaints regarding service.
(b) Any penalties under paragraph (a), clause (5), shall be returned to customers under a
method set forth in the plan.
(c) The terms of an existing service quality plan or settlement approved by the commission
must be offered to extend through the duration of an alternative regulation plan filed under this
section.
History: 1995 c 156 s 12,25; 1997 c 223 s 15; 2003 c 97 s 2
Official Publication of the State of Minnesota
Revisor of Statutes