New Mexico adopts strong service quality and consumer protections for CenturyLink

The New Mexico Public Regulation Commission PDF icon adopted strong service quality and consumer protection rules for CenturyLink. CWA filed several comments with the NMPRC that documented how CenturyLink’s lack of investment, understaffing, and unreasonable metrics for workers have contributed to CenturyLink's failure to maintain its copper infrastructure. CWA members also testified at the public hearing on CenturyLink earlier this year. 

The NMPRC rejected CenturyLink's attempts to water down the Commission's proposed rules. At the same time, it agreed with CWA and other parties to strengthen some rules. For example, NMPRC lowered the trouble report rate from 18% to 12% and added additional data that is required to be collected when customers file complaints.

"CenturyLink admits that some of the photographs provided by the CWA indicate 'substandard repairs' and 'unacceptable work,'” says the NMPRC order. “CenturyLink does not explain how lower levels of quality of service regulation will remedy such deficiencies. The Commission finds that robust quality of service regulation is more likely to encourage CenturyLink to maintain and repair its wireline infrastructure."

CWA members participated in a June 2019 New Mexico Public Regulation Commission hearing regarding CenturyLink service quality.


NMPRC Order on CenturyLink (NMPRC, October 31, 2019)