1. (a) A public utility shall keep sufficient records to reflect the following:

   1. (1) [Reserved].

   2. (2) Service complaints and trouble reports.

      1. (i) A jurisdictional telecommunications public utility shall provide for the receipt of trouble reports at all hours and make a full and prompt investigation of, and response to, complaints, with the exception of isolated outages beyond normal working hours affecting fewer than 15 customers in an exchange.

      2. (ii) A jurisdictional telecommunications public utility shall maintain an accurate record of customer trouble reports which shall include:

         1. (A) Identification of the customer affected.
         2. (B) Service affected.
         3. (C) Time, date and nature of the report.
         4. (D) Results of investigation.
         5. (E) Action taken to remedy the situation.
         6. (F) Time and date of trouble clearance or other disposition.
   3. (3) Service interruptions affecting 300 or more customers, including the date, cause, extent and duration of the interruption.
   4. (4) [Reserved].
2. (b) [Reserved].
3. (c) [Reserved].

Authority

The provisions of this § 63.22 amended under the Public Utility Code, 66 Pa.C.S. § § 501, 504, 1501, 1508, 2901 and 3019(b)(2) and (3).

Source

The provisions of this § 63.22 adopted March 25, 1946; amended through June 30, 1969; amended October 29, 1982, effective December 18, 1982, 12 Pa.B. 4285; amended January 29, 1988, effective July 30, 1988, 18 Pa.B. 466; amended August 12, 2022, effective August 13, 2022, 52 Pa.B. 5049. Immediately preceding text appears at serial pages (246450) to (246451).

Cross References

This section cited in 52 Pa. Code § 63.54 (relating to record retention).