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Important information to Washington customers
On January 30, 2004, Qwest petitioned the Washington Utilities and Transportation Commission to terminate, or in the alternative to modify, Qwest’s Service Quality Performance Program. The Service Quality Performance Program began on January 1, 2001 as a part of the U S WEST and Qwest Merger Settlement Agreement. As allowed under the Merger Agreement, the Company may petition the Commission to terminate the program after 2003. The program may continue, however, through December 31, 2005.
The Service Quality Performance Program is comprised of eight (8) retail measurements of performance. Customer credits are paid in each category where the Company's performance falls below the baseline requirement. Out of a possible $20 million per year credit liability, Qwest's total annual customer credit payments were $3,173,800 in 2001; $1,895,243 in 2002; and $1,926,472 in 2003. These one-time annual customer credits translated to per line credits to retail customers of $1.32 in 2001; $0.80 in 2002; and $0.88 in 2003.
The basis for Qwest’s petition is its exemplary performance in most service quality categories, the change in the competitive environment in Washington since the program was initiated, and the fact that Qwest faces duplicative service quality standards that apply to the same activities covered under the Service Quality Performance Program.
Reflected herein is a copy of the Qwest Service Quality Performance Program and a copy of Qwest's Petition to Terminate the Service Quality Performance Program.
Should additional information be desired, please call 206-345-2369 (collect calls accepted) to leave a message for a call back or for a paper copy of any of these documents.
 Qwest's Petition to Washington Utilities and Transportation Commission
Attachment 1
Attachment 2
U S West Inc. and Qwest Communications International - Settlement Agreement Attachment B Service Quality Performance Program
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