November 9, 2000
  
                              
     SEPARATE STATEMENT OF COMMISSIONER GLORIA TRISTANI
                              
        Re:  Service Quality Reporting Requirements
  
  
  I enthusiastically support the notice of proposed rulemaking we adopt today.  With
  this proceeding, we are taking a serious look at how the FCC can provide information to
  consumers that will empower them in choosing among competitive telecommunication
  providers.  
  
  This notice asks important questions regarding what types of information will be
  useful to consumers in selecting their telecommunications carriers.  Such types of
  information may include the length of time customers wait on hold before speaking to a
  customer service representative and the number of complaints carriers receive directly
  from consumers.  Additionally, we inquire into whether we should expand the types of
  services about which we collect service quality information.  For example, we ask whether
  there is service quality information that will address consumer concerns regarding how
  time consuming it often is to initiate broadband services.  In each of these areas we will
  need to consider the benefits of making such information publicly available and the burden
  of reporting such information. I strongly encourage consumer groups and state
  commissions that have experience with these consumer issues to participate fully in this
  proceeding.