United Telephone Co. v. Pennsylvania Public Utility Commission

FRIEDMAN, Judge.

The United Telephone Company of Pennsylvania (United) appeals from a final order of the Pennsylvania Public Utility Commission (PUC) directing United to allow staff in the PUC’s Bureau of Consumer Service (BCS)1 to monitor United’s customer service *1246and collection representatives during telephone conversations with United’s customers, without requiring authorization from United employees, but with express customer authorization.

The controversy in this case centers on the PUC’s authority to order such monitoring in light of section 5703 of the Pennsylvania Wiretapping and…