9-1-1 Outage Reporting
Reporting Instructions for 9-1-1 Outages
Definition of 9-1-1 Failure or Outage (Per 4 CCR 723-2, Rule 2131) – “A situation in which 9-1-1 calls cannot be transported from the end users to the Public Safety Answering Point (PSAP) responsible for answering the 9-1-1 emergency calls. 9-1-1 failures also include the inability to deliver location information to the PSAP from the 9-1-1 Automatic Location Identification (ALI) database or a loss of the 9-1-1 ALI functionality.”
As a practical matter, a 9-1-1 outage would typically involve the failure of a trunk line or switch between the PSAP and the end users, but would not involve small numbers of customers who lose dial tone service on a local loop. 9-1-1 outages are reportable only if the outage exceeds 30 minutes.
Any responsible local exchange carrier, Basic Emergency Service Provider or Service Supplier who is providing local exchange telephone services either by wireless or interconnected voice-over-the-internet-protocol (VoIP), and your company experiences a 9-1-1 outage that meets the criteria described above, then you must verbally inform the Commission within two hours of becoming aware of the outage. Call the PUC number established specifically for reporting such outages (303-894-2528), and use the telephonic reporting form ==> Telephone Verbal Report of 911 Failure/Outage
The phone number to report an outage is: 303-894-2528.
Because the exact cause of the 9-1-1 outage will not always be known by your company at the time the verbal report is made, you also must file a written investigative report to the Commission within 30 days of occurrence of the 9-1-1 outage. The format used by Qwest for this written report is acceptable to use as a guide.
Please submit written report to the Attention of PUC Telecommunications Section Chief, Lynn Notarianni, or Colorado Public Utilities Commission, 1560 Broadway, Suite 250, Denver, CO 80202 (Questions: call Lynn at 303-894-5945).
The Commission Rule reference for these instructions is 4 CCR 723-2, Rule 2143.