Service Quality

Close monitoring of service denials and terminations is warranted to improve performance toward a subscribership goal. Time Warner’s New York state telephone service quality reports now filed with the Commission as claimed “trade secrets”  should be made public and steps to correct any deficiencies should be adopted if the Commission should approve the transaction.

In response to a Freedom of Information Act request by the New York’s Utility Project for the service quality records, Time Warner filed redacted service quality reports, and the Project has asked for a ruling on whether fuller disclosure should be made.  In addition, the PSC Records Access Officer denied the Utility Project’s request for records of correspondence between DPS Staff and Time Warner regarding service quality.  This reason for denial was that the case rejecting a Time Warner petition for exemption from service quality reporting rules, and which established Time Warner’s requirement to file service quality reports, Case 13-C-0193,  is still a pending investigation, and thus the records of those communications are exempt from disclosure.