Added by Stats. 1993, Ch. 1233, Sec. 2. Effective January 1, 1994.
This article shall be known and may be cited as the Telecommunications Customer Service Act of 1993.
Article 4 - Telecommunication Services
California Public Utilities Code — §§ 2895-2899
Sections (6)
Added by Stats. 1993, Ch. 1233, Sec. 2. Effective January 1, 1994.
The commission shall require telephone corporations to provide customer service to telecommunication customers that includes, but is not limited to, all the following:
(a)Sufficient information upon which to make informed choices among telecommunications services and providers. This includes, but is not limited to, information regarding the provider’s identity, service options, pricing, and terms and conditions of service. A provider need only provide information to its customers on the services
which it offers.
(b)Ability to access a live operator by dialing the numeral “0” as an available, free option. The commission may authorize rates and charges for any operator assistance service provided subsequent to access.
(c)Reasonable statewide service quality standards, including, but not limited to, standards regarding network technical quality, customer service, installation, repair, and billing.
(d)Information concerning the regulatory process and how customers can participate in that process, including the process of resolving complaints.
Added by Stats. 2016, Ch. 241, Sec. 3. (AB 1564) Effective January 1, 2017.
A provider of commercial mobile radio service, as defined in Section 216.8, shall provide access for end users of that service to the local emergency telephone systems described in the Warren-911-Emergency Assistance Act (Article 6 (commencing with Section 53100) of Chapter 1 of Part 1 of Division 2 of Title 5 of the Government Code). “911” shall be the primary access number for those emergency systems. A provider of commercial mobile radio service, in accordance with all applicable Federal Communication Commission orders, shall transmit all “911” calls from technologically compatible commercial mobile radio service communication devices without requiring user validation or any similar procedure. A provider of commercial mobile radio service may not charge any airtime, access, or similar usage charge for any “911” call placed
from a commercial mobile radio service telecommunications device to a local emergency telephone system.
Added by Stats. 1993, Ch. 1233, Sec. 2. Effective January 1, 1994.
Consistent with other provisions of this code, orders, rules, and applicable tariffs of telecommunications service providers, the commission shall apply these policies to all providers of telecommunications services in California. These policies are not exclusive and may be supplemented by the commission.
Amended by Stats. 2020, Ch. 370, Sec. 255. (SB 1371) Effective January 1, 2021.
(a)Notwithstanding any other provision of this part, upon receiving a request pursuant to subdivision (b), the mobile internet service provider shall not impair or degrade the lawful internet traffic of a first response agency’s identified account until the earlier of either the time when the account is no longer being used by the agency in response to the emergency or the end of the emergency, subject to reasonable network management.
(b)(1) A first response agency may submit a request to a mobile internet service provider to not impair or degrade the lawful internet traffic of an account used by the agency in response to an emergency. As part of the request, the first response agency shall identify the account number and lines for the mobile
internet service provider.
(2)A first response agency that submits a request pursuant to paragraph (1) shall notify the mobile internet service provider upon the account no longer being used by the agency in response to the emergency.
(c)For purposes of this section, the following definitions apply:
(1)“Emergency” means the existence of conditions of disaster or of extreme peril to the safety of persons and property within the state, or the territorial limits of a county, city and county, or city, caused by a fire, flood, storm, riot, cyberterrorism, sudden and severe energy shortage, Governor’s warning of an earthquake or volcanic prediction, earthquake, or other similar condition.
(2)“First response agencies” has the same meaning as defined in
Section 8592.1 of the Government Code, and shall include fire districts.
(3)“Mobile internet service provider” has the same meaning as defined in Section 3100 of the Civil Code.
(4)“Reasonable network management” has the same meaning as defined in Section 3100 of the Civil Code.
Added by Stats. 2022, Ch. 827, Sec. 3. (SB 1008) Effective January 1, 2023.
(a)For purposes of this section, “incarcerated persons calling services” means communication services rendered to incarcerated persons, including, but not limited to, voice communications.
(b)The commission shall establish service quality standards for incarcerated persons calling services to be adhered to by communication service providers rendering services to state or local correctional or detention facilities.