Service Quality

Our office is committed to achieving customer protections for all customers, particularly those in marginalized communities. To do so, we seek to expand and identify customer protections for communications services to communities including, but not limited to, people with disabilities and federally defined covered populations to meet their communications needs at all times, particularly during declared states of emergency. In addition, we advocate for developing fair and reasonable telephone rates and video services for people who are incarcerated. Moreover, our office recommends the California Public Utilities Commission to advance customer transparency in monthly bills including, but not limited to, developing strategies to limit company-imposed surcharges and fees and ensure that surcharges and fees do not disproportionally impact specific customer groups.