WA state commission fines CenturyLink over long wait times, lack of documents

The Washington state Utilities and Transportation Commission (UTC) has imposed a $133,000 fine on CenturyLink due to numerous regulatory violations. The company, part of Lumen Technologies and the largest local telephone provider in Washington, was found to have committed 178 violations concerning customer service response times and documentation availability. Specifically, the UTC cited CenturyLink for 169 instances of failing to provide business documents for inspection as required by state regulations, and nine violations for not connecting customers with live representatives within 60 seconds. These violations occurred over nearly two years, from March 2022 to February 2024, indicating persistent operational issues. The commission assessed a penalty of $750 per violation, leading to the total fine due by December 30.

This case highlights the critical need for telecommunications companies to comply with regulatory standards to protect consumer interests, serving as a reminder of the importance of accountability in the sector.