AT&T Fined In Connecticut For Slow Repair Service

Connecticut's utility regulators have leveled a $745,000 civil fine against AT&T, claiming the communications giant failed to meet a quality service standard when it comes to repairs.

The standard requires the company to make repairs to at least 90 percent of out-of-service problems reported within a 24-hour period. In too many cases, say state officials, consumers were left without phone service for much longer periods.

Public safety

"The out-of-service repair standard is very important, as it directly relates to public safety," said Connecticut Attorney General George Jepsen. "Many Connecticut citizens rely upon working telephone service as their lifeline to emergency services and their only connection to the outside world."

The Connecticut Department of Public Utility Control (DPUC) had proposed a $1.2 million penalty against the company when it issued the notice of violation in May, 2010, an amount equal to $10,000 a month for every month in violation.

Reduced penalty

After hearings, the regulators reduced the proposed penalty to  $745,000 in their draft and in this week's final decision because of payments the company made in the form of refunds and offsets in customer rates. 

Jepsen had argued that the $1.2 million penalty was warranted because the company had failed to meet the standard every year since it was adopted in 2001. The company also failed to file a corrective plan as required by the regulation.

"While I believe the full, $1.2 million penalty was warranted, the $745,000 fine sends a clear message to AT&T that it needs to improve its response to out-of-service customers." Jepsen said.

AT&T said it was being singled out for punishment, and would appeal the DPUC ruling.