Hawaii Administrative Rules
Title 6 - DEPARTMENT OF BUDGET AND FINANCE
Division - PUBLIC UTILITIES COMMISSION
Chapter 80 - COMPETITION IN TELECOMMUNICATIONS SERVICES
Subchapter 8 - STANDARDS FOR TELECOMMUNICATIONS SERVICE
Section 6-80-96 - Answering calls
Current through August, 2024
A telecommunications carrier shall answer calls promptly. For basic service in high cost areas provided by carriers receiving State or federal universal service fund subsidy and for noncompetitive services, the minimum standards are:
(1) Answering eighty-five per cent of all calls made to the carrier's repair service department or business office within twenty seconds; and
(2) Answering eighty-five per cent of all calls to interisland toll operators and directory assistance operators within ten seconds.
Answering time is the time it takes for an operator, service representative, or an automated system to accept information and process the call or service request. Any time spent branding the call or requiring the consumer to navigate a voice menu is included as part of the answering time.
