Audit of the Department of Telecommunications and Cable

This is a state performance audit of the Massachusetts Department of Telecommunications and Cable, covering July 1, 2015 through December 31, 2017.

“This report details the audit objectives, scope, methodology, finding, and recommendation for the audit period, July 1, 2015 through December 31, 2017.”

Auditors looked at how the department handled consumer complaints and whether staff who worked with those complaints got required information security training.

“In this performance audit, we examined certain aspects of DTC’s administration of its consumer complaint process and determined whether all DTC staff members involved in the administration of consumer complaints attended mandatory information security training as required by the state’s Executive Order 504.”

If you file a telecom or cable complaint, this audit is about whether the agency that handles it protects your personal information and manages your complaint process correctly.

“The Consumer Division manages telecommunications and cable complaints for DTC.”

The complaint process passed the audit, but the information-security training requirement did not.

“Does DTC properly administer its consumer complaint process?”

The auditor recommended that the department update its rules so every employee, including interns, gets the required training.

“DTC should amend its policies and procedures to ensure that all employees, including student interns, receive the training required by Executive Order 504.”

Executive Order 504 is the state rule requiring information security training for agency workers, including guidance on how to identify and protect personal information.

“Such training shall include, without limitation, guidance to employees regarding how to identify, maintain and safeguard records and data that contain personal information.”