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Los Angeles Approves Tougher Customer Service Standards

May 19, 2005

In May 2005, the Board of Information Technology Commissioners for the city of Los Angeles approved customer service standards that should be interesting to community activists nation-wide. The standards include:

  • Maximum hold times for consumer calls;
  • Mandatory refund credits for missed appointments;
  • Call center service centers must be located in the city;
  • Each employee or contractor who comes into contact with a customer must identify his/her status with visible picture identification;
  • Operators can be penalized up to $3,000 per instance for service violations;
  • Operators must provide annual statistical reports on compliance.

In the most recent city reports, Comcast and Adelphia generated the most consumer complaints.

For the new subscriber service standards, click here [Acrobat 60K].

For Los Angeles Board of Information Technology Commissioners Bill of Rights, click here [Acrobat 7K].
 © 2005 Communications Workers of America, AFL-CIO, CLC.
Co-sponsored by the International Brotherhood of Electrical Workers
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