To ensure that branch staff provide the appropriate assistance to consumers with VoIP-related complaints, the branch should, by September 30, 2015, further train its staff on the requirements of the VoIP job aid and on providing correspondence to complainants as its guidelines require.
With assistance of CPUC Legal Division, branch revised the VoIP Job Aid and consumer letters. Branch also created a "quick resource guide" that presents a graphic overview of VoIP processes for staff to refer to for coding and processing assistance. Branch delivered training to all branch staff, using revised materials, on VoIP coding including enhanced use of attributes and comments.
Branch met with the Communications Division to request their assistance in better identifying VoIP providers. Branch met with the Legal Division for assistance with correspondence to be used for VoIP. Further staff training on the requirements of the VoIP job aid are on schedule to be delivered in parallel with general coding training on or before September 30, 2015.
Agency responses received are posted verbatim.