florida public service commission€¦ · consumer activity overview july 2011 complaints received...

July 2011CONSUMER ACTIVITY REPORT

FLORIDAPUBLICSERVICECOMMISSION

Data Compiled on 08/12/2011

Table of Contents

Consumer Activity Overview

Cases by Industry

Complaints by County

Electric Companies - Complaint Activity

Gas Companies - Complaint Activity

Local/Competitive Local Exchange Telephone Companies - Complaint Activity

Long Distance Telephone Companies - Complaint Activity

Pay Telephone Companies - Complaint Activity

Water and Wastewater Companies - Complaint Activity

Cramming - Unauthorized Additional Local Telephone Service Charges

Local Slamming - Unauthorized Local Telephone Carrier Change

Long Distance Slamming - Unauthorized Long Distance Carrier Change

Definitions

Consumer Access to the

FLORIDA PUBLIC SERVICE COMMISSION

If you have questions about regulated utility services, you may:

* CALL the Division of Service, Safety & Consumer Assistance at 1-800-342-3552

*FAX your questions to 1-800-511-0809

*E-MAIL the FPSC from our Web site at http://www.floridapsc.com, or direct to the

following address: [email protected]

*Or WRITE to:Florida Public Service CommissionDivision of Service, Safety & Consumer Assistance2540 Shumard Oak BoulevardTallahassee, Florida 32399-0850

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Consumer Activity Overview July 2011

Complaints Received & Entered into CATSElectricGasCompetitive Local Exchange TelephoneLocal Exchange TelephoneLong Distance TelephonePay TelephoneShared TenantWater & Wastewater

Non-certificated Company Complaints LoggedElectricGas

Water/WastewaterIndustry Unknown

Telecommunications

Telephone Transfer-Connects (Calls Transferred to Utilities)ElectricGasTelecommunicationsWater/Wastewater

E-Transfers (E-mails sent to Utilities from the PSC Web site)ElectricGasTelecommunicationsWater/Wastewater

Cases Received / Closed Under 3 Day RuleElectricGasTelecommunicationsWater / Wastewater

Information Requests Received & Entered into CATS

Total New Cases Received & Entered into CATS

How Cases Were Received Complaints Information Requests Total CasesPhoneMailInternetFax

Totals

809 57 6 0 6 0 2 0

16

1 0 0 1 0 0

605 594

11 0 0

24

23 0 1 0

92 90 2 0 0

3,884

4,693

704 14 88 3

809

3,542 47

281 14

3,884

4,246 61

369 17

4,693

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July 2011

Electric

Competitive Local Exchange Telephone

Local Exchange Telephone

Long Distance Telephone

Pay TelephoneShared Tenant

Water & Wastewater

Telephone Transfer-Connects (Calls

E-Transfers

Cases Received & Closed by 3 Day Rule

809

57

6

0

6

0

2

0

16

1

605

24

92

3,884

Cases by Industry

Telecommunications

ComplaintsLogged

% of TotalComplaints*

Information% of TotalInformationRequests*Requests Logged

Natural Gas

Non-certificated Company Cases logged**

Transferred to Utilities)

Total

439

27

2345

130

8

943

Information provided by Consumer Activity Tracking System(CATS). Includes contacts fromphone calls, letters, faxes and the Internet.

*Figures have been rounded.**Non-certificated relates to complaints filed against companies that appear to lack a certificate with

the PSC, but the complaint issue may be jurisdictional.

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1

0

0

1

0

0

0

2

0

75

3

11

100

11

1

60

3

24

100

%

%

%

%

%

%

%%

%

%

%

%

%

%

%

%

%

%

%

%

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Complaints Received by County

July 2011

12 5

1 0

1

3

2

1 6

1

0

0

0

0

1

1 0

0

0

0

0

0

3

0

0

1 0

3

0

2

1

1 8

5 21

5 47

5

3

1 14

25

33 41

2

17

18

52 44

14

20

0

0

4 1

13

9

5

0 12

18 1 50

121 4

1 141

Note: County name not available fore.g., complaints received by e-mail, telephonetransfer-connects,non-Florida addresess, etc.

9cases.

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Complaints Logged

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Complaint Activity - July 2011

Electric Companies

Service* Billing* Total

FLORIDA POWER & LIGHT COMPANY 9 17 26 153FLORIDA PUBLIC UTILITIES COMPANY 0 1 1 9GULF POWER COMPANY 0 0 0 6PROGRESS ENERGY FLORIDA, INC. 14 10 24 206TAMPA ELECTRIC COMPANY 3 3 6 71

26 31 57TOTALS** 445

*Please see Definitions.**Does not include non-certificated complaints logged, complaints transferred via the telephone transfer-connect or e-transferprocess, or complaints logged and resolved under the three-day rule.

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Complaints Logged

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Natural Gas Companies


FLORIDA CITY GAS 1 1 2 13FLORIDA DIVISION OF CHESAPEAKE UTILITIES CORPORATION 0 0 0 3FLORIDA PUBLIC UTILITIES COMPANY 1 0 1 14PEOPLES GAS SYSTEM 0 3 3 23

2 4 6TOTALS** 53


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Complaints Logged

Y-T-D


Local Telephone Companies


AT&T FLORIDA 0 2 2 510CENTURYLINK 1 2 3 89FAIRPOINT COMMUNICATIONS 1 0 1 2FRONTIER COMMUNICATIONS OF THE SOUTH, LLC 0 0 0 1ITS TELECOMMUNICATIONS SYSTEMS, INC. 0 0 0 1VERIZON FLORIDA LLC 0 0 0 175WINDSTREAM FLORIDA, INC. 0 0 0 5

2 4 6TOTALS** 783


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Complaints Logged

Y-T-D


Competitive Local Exchange Telephone Companies


ACN COMMUNICATION SERVICES, INC. 0 0 0 1AMERICAN DIAL TONE, INC. 0 0 0 26ASTRO TEL, INC. 0 0 0 1BELLERUD COMMUNICATIONS, LLC 0 0 0 1BIRCH COMMUNICATIONS, INC. 0 0 0 11BIRCH TELECOM OF THE SOUTH, INC. 0 0 0 2BRIGHT HOUSE NETWORKS INFORMATION SERVICES (FLORIDA), LLC 0 0 0 6BROADVIEW NETWORKS, INC. 0 0 0 1BROADVOX-CLEC, LLC 0 0 0 1BUDGET PHONE 0 0 0 11CBEYOND COMMUNICATIONS, LLC 0 0 0 3CLEAR CHOICE COMMUNICATIONS 0 0 0 2CLEAR RATE COMMUNICATIONS, INC. 0 0 0 3CLEARWIRE TELECOMMUNICATIONS SERVICES, LLC 0 0 0 1COMCAST LONG DISTANCE 0 0 0 1COMCAST PHONE OF FLORIDA, LLC D/B/A COMCAST DIGITAL PHONE 0 0 0 16DELTACOM, INC. 0 0 0 9EASY TELEPHONE SERVICES COMPANY 0 0 0 34ERNEST COMMUNICATIONS, INC. 0 0 0 1EXPRESS PHONE SERVICE 0 0 0 113FLATEL, INC. 0 0 0 11FLORIDA TELEPHONE SERVICES, LLC 0 0 0 1FRONTIER COMMUNICATIONS OF AMERICA, INC. 0 0 0 1GRANITE TELECOMMUNICATIONS, LLC 0 0 0 2IDT AMERICA, CORP. 0 0 0 1INTELLICALL OPERATOR SERVICES, INC. 0 0 0 2ITS TELECOMMUNICATIONS SYSTEMS, INC. 0 0 0 1KNOLOGY OF FLORIDA, INC. 0 0 0 1LEVEL 3 COMMUNICATIONS, LLC 0 0 0 2LIFECONNEX TELECOM, LLC 0 0 0 10MCIMETRO ACCESS TRANSMISSION SERVICES LLC D/B/A VERIZON AC 0 0 0 4NEWPHONE, INC. 0 0 0 1PAETEC COMMUNICATIONS, INC. 0 0 0 3POWERNET GLOBAL COMMUNICATIONS, INC. 0 0 0 1PREFERRED LONG DISTANCE, INC. 0 0 0 1

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Complaints Logged

Y-T-D


Competitive Local Exchange Telephone Companies


PRIMECAST 0 0 0 1QWEST COMMUNICATIONS COMPANY, LLC 0 0 0 1STS TELECOM 0 0 0 1SUMMIT BROADBAND 0 0 0 1SUN-TEL USA, INC. 0 0 0 2TELE CIRCUIT NETWORK CORPORATION 0 0 0 2TELOVATIONS INC. 0 0 0 1VOX3COM 0 0 0 2WINDSTREAM NUVOX INC. 0 0 0 34XO COMMUNICATIONS SERVICES, INC. 0 0 0 7

0 0 0TOTALS** 338


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Complaints Logged

Y-T-D


Long Distance Telephone Companies


1800CALL4LESS 0 0 0 1ADMA TELECOM, INC. 0 0 0 1AMERICA NET, LLC 0 0 0 9AMERICATEL CORPORATION 0 0 0 5AT&T 0 0 0 30AT&T LONG DISTANCE SERVICE 0 0 0 18BUSINESS TELECOM, INC. D/B/A BTI 0 0 0 1CENTURYLINK COMMUNICATIONS 0 0 0 5CENTURYLINK LONG DISTANCE 0 0 0 1CLEAR CHOICE COMMUNICATIONS 0 0 0 3CLEAR RATE COMMUNICATIONS, INC. 0 0 0 5CLEAR WORLD COMMUNICATIONS CORPORATION 0 0 0 2COMMUNICATION TELEFONICAS LATINAS CORP 0 0 0 4CUSTOM TELECONNECT, INC. 0 0 0 1DELTACOM, INC. 0 0 0 1ENHANCED SERVICES BILLING, INC. 0 0 0 14GLOBAL TEL*LINK CORPORATION 0 0 0 15HBS BILLING SERVICES COMPANY 0 0 0 2IDC TELECOMMUNICATIONS 0 0 0 4IDT AMERICA, CORP. 0 0 0 3ILD TELESERVICES 0 0 0 18INTELLICALL OPERATOR SERVICES, INC. 0 0 0 4MULTIPHONE LATIN AMERICA, INC. 0 0 0 1OAN SERVICES OF FLORIDA, INC. D/B/A OPERATOR ASSISTANCE NE 0 0 0 3ONELINK COMMUNICATIONS, INC. 0 0 0 2OPTIC INTERNET PROTOCOL, INC. 0 0 0 7PREFERRED LONG DISTANCE, INC. 0 0 0 3PRIMUS TELECOMMUNICATIONS, INC. 0 0 0 1QWEST COMMUNICATIONS COMPANY, LLC 0 0 0 2SECURUS TECHNOLOGIES, INC. 0 0 0 4SILV COMMUNICATION INC. 0 0 0 4SPRINT 0 0 0 3STI PREPAID, LLC 0 0 0 2TELEDIAS COMMUNICATIONS, INC. 0 0 0 1TELEUNO, INC. 0 0 0 3

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Complaints Logged

Y-T-D


Long Distance Telephone Companies


TM TELCOMM CORP. 0 0 0 1UNITED TELECOM INC. 0 0 0 2VALUE-ADDED COMMUNICATIONS, INC. 0 0 0 1VARTEC TELECOM, INC. 0 0 0 1VERIZON BUSINESS SERVICES 0 0 0 4VERIZON LONG DISTANCE LLC 0 0 0 7WHOLESALE CARRIER SERVICES, INC. 0 0 0 1WILTEL COMMUNICATION, LLC 0 0 0 3WINDSTREAM COMMUNICATIONS, INC. 0 0 0 1WINDSTREAM NUVOX, INC. 0 0 0 2ZERO PLUS DIALING 0 0 0 3

0 0 0TOTALS** 209


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Complaints Logged

Y-T-D


Pay Telephone Companies


COIN-TEL 0 0 0 2DSI-ITI, LLC 1 0 1 1FIRST AMERICAN TELECOMMUNICATIONS CORPORATION 0 0 0 2FLORIDA PUBLIC TELEPHONE COMPANY 1 0 1 1GLOBAL TEL*LINK CORPORATION 0 0 0 2ICSOLUTIONS 0 0 0 1INTERSTATE TELECOMMUNICATIONS, INC. 0 0 0 1LYNN E. MAXWELL, JR. 0 0 0 1PACIFIC TELEMANAGEMENT SERVICES 0 0 0 1TRINITY HOLDINGS LTD., INC. 0 0 0 1

2 0 2TOTALS** 13


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Complaints Logged

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Water & Wastewater Companies


ALTURAS UTILITIES, L.L.C. 0 0 0 4AQUA UTILITIES FLORIDA, INC. 1 0 1 2AQUA UTILITIES FLORIDA, INC. 0 5 5 18AQUA UTILITIES FLORIDA, INC. 0 2 2 14AQUA UTILITIES FLORIDA, INC. 0 1 1 14AQUA UTILITIES FLORIDA, INC. 2 0 2 5AQUA UTILITIES FLORIDA, INC. 0 0 0 1AQUA UTILITIES FLORIDA, INC. 0 0 0 1AQUA UTILITIES FLORIDA, INC. 0 0 0 3AQUA UTILITIES FLORIDA, INC. 0 0 0 2AQUA UTILITIES FLORIDA, INC. 0 0 0 2AQUA UTILITIES FLORIDA, INC. 0 0 0 1AQUA UTILITIES FLORIDA, INC. 0 0 0 3AQUA UTILITIES FLORIDA, INC. 0 0 0 1AQUA UTILITIES FLORIDA, INC. 0 0 0 1AQUARINA UTILITIES, INC. 0 1 1 3ARMA WATER SERVICE, LLC 0 0 0 1BAYSHORE UTILITIES, INC. 0 0 0 4BIMINI BAY UTILITIES CORPORATION 0 0 0 3BLACK BEAR RESERVE WATER CORPORATION 0 0 0 9COUNTRY CLUB UTILITIES, INC. 0 0 0 1COUNTY-WIDE UTILITY CO., INC. 0 0 0 1CYPRESS LAKES UTILITIES, INC. 0 0 0 1EAST MARION SANITARY SYSTEMS, INC. 0 1 1 1FOUR POINTS UTILITY CORPORATION 0 1 1 7HEATHER HILLS ESTATES UTILITIES, LLC 0 0 0 2KEEN SALES, RENTALS AND UTILITIES, INC. 0 1 1 1LABRADOR UTILITIES, INC. 0 0 0 2LAKE UTILITY SERVICES, INC. 0 0 0 1LAKE UTILITY SERVICES, INC. 0 0 0 2NEIGHBORHOOD UTILITIES, INC. 0 0 0 1NI FLORIDA, LLC 0 0 0 5PARK WATER COMPANY 0 0 0 4PARKLAND UTILITIES, INC. 0 0 0 1PEOPLES WATER SERVICE COMPANY OF FLORIDA, INC. 0 0 0 2

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Complaints Logged

Y-T-D


Water & Wastewater Companies


PLANTATION BAY UTILITY CO. 0 0 0 2PLURIS WEDGEFIELD, INC. 0 0 0 2ROYAL UTILITY COMPANY 0 0 0 3SANLANDO UTILITIES CORPORATION 0 0 0 1SOUTHLAKE UTILITIES, INC. 0 0 0 2SUNRISE UTILITIES, LLC 0 0 0 2SUNSHINE UTILITIES OF CENTRAL FLORIDA, INC. 0 0 0 2UTILITIES, INC. OF FLORIDA 0 0 0 1UTILITIES, INC. OF FLORIDA 0 0 0 1UTILITIES, INC. OF PENNBROOKE 0 0 0 1WATER MANAGEMENT SERVICES, INC. 0 1 1 1WEST LAKELAND WASTEWATER, INC. 0 0 0 2WILDWOOD WATER COMPANY 0 0 0 2

3 13 16TOTALS** 146


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Cases Resolved - July 2011

Unauthorized Additional Telephone Service Charges

Month Year-To-Date

"Cramming"

0 1AMERICA NET, LLC 0 1AT&T FLORIDA 1 10CENTURYLINK 1 8ENHANCED SERVICES BILLING, INC. 1 14HBS BILLING SERVICES COMPANY 0 2ILD TELESERVICES 4 11OPERATOR ASSISTANCE NETWORK 0 2SILV COMMUNICATION INC. 0 1VERIZON FLORIDA LLC 1 5WINDSTREAM FLORIDA, INC. 0 1ZERO PLUS DIALING 0 1

8TOTALS* 57

*Does not include non-certificated complaints logged, complaints transferred via the telephone transfer-connect or e-transferprocess, or complaints logged and resolved under the three-day rule.

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Unauthorized Telephone Service Charges

Month Year-To-Date

"Local Slamming"

0 0AMERICA NET, LLC 0 8AMERICAN DIAL TONE, INC. 0 2AT&T FLORIDA 0 5BIRCH COMMUNICATIONS, INC. 0 2BRIGHT HOUSE NETWORKS INFORMATION SERVICES (FLORIDA), LLC 0 2CLEAR RATE COMMUNICATIONS, INC. 0 1COMCAST PHONE OF FLORIDA, LLC D/B/A COMCAST DIGITAL PHONE 0 2COMMUNICATION TELEFONICAS LATINAS CORP 0 3EASY TELEPHONE SERVICES COMPANY 0 25EMBARQ COMMUNICATIONS, INC. D/B/A CENTURYLINK COMMUNICATIO 0 1EXPRESS PHONE SERVICE 0 3FLATEL, INC. 0 1LEVEL 3 COMMUNICATIONS, LLC 0 1OPTIC INTERNET PROTOCOL, INC. 0 6PREFERRED LONG DISTANCE, INC. 0 2PREFERRED LONG DISTANCE, INC. 0 1SILV COMMUNICATION INC. 0 3TELOVATIONS INC. 0 1UNITED TELECOM INC. 0 2VERIZON FLORIDA LLC 0 2WINDSTREAM NUVOX, INC. 0 1

0TOTALS* 74


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Unauthorized Telephone Service Charges

Month Year-To-Date

"Long Distance Slamming"

0 0AMERICATEL CORPORATION 0 1AT&T 0 8CLEAR WORLD COMMUNICATIONS CORPORATION 0 2IDC TELECOMMUNICATIONS 0 2INTELLICALL OPERATOR SERVICES, INC. 0 1OAN SERVICES OF FLORIDA, INC. D/B/A OPERATOR ASSISTANCE NE 0 1ONELINK COMMUNICATIONS, INC. 0 2QWEST COMMUNICATIONS COMPANY, LLC 0 1SPRINT 0 1TELEDIAS COMMUNICATIONS, INC. 0 1TELEUNO, INC. 0 3VERIZON LONG DISTANCE LLC 0 1WILTEL COMMUNICATION, LLC 0 3

0TOTALS* 27


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DEFINITIONS

Access Line or Subscriber Line

Billing

Case

Complaint

Complaint Activity

Complaints Logged

Complaints Resolved

Consumer Activity Tracking System (CATS)

Contact

Cramming

Information Request

Service

Shared Tenant Service (STS)

Tariff

Telephone Transfer Connect (Warm Transfer)

-

-

-

-

-

-

-

-

-

-

-

-

-

-

The circuit or channel between the demarcation point at thecustomer's premises and the serving end or Class 5 central Office.

A complaint concerning the amount a customer has been billed or any rule or tariff having to dospecifically with the billing of the customer's account.

A contact that is logged into the PSC's CATS database. A case may be logged in as a complaintor as an information request.

A form of case that involves a substantial unresolved objection regarding a regulated utility,as it relates to charges, facility operations, or the quality of the services rendered, the disposal of whichrequires an investigation and/or analysis by PSC staff.

The total number of complaints logged with regulated utilities or resolved within agiven period of time.

- The number of complaints received from customers filed with the utilities.

The number of complaints handled by the PSC staff, which determines whethera utility is in apparent violation or apparent nonviolation of PSC rules, company tariffs, or policies.

A database system that tracks complaints andinformation requests filed with the Florida Public Service Commission.

A communication with the Commission either in writing(letter, fax, or e-mail), in person, or by telephone relating to a complaint or an information request that is handled by consumer complaint staff.A contact may be logged into CATS as a new case or it may not be logged as a new case because it is afollow-up to an existing case, is a misdialed call or the caller hangs up during the call.

When charges for telephone services are added, or "crammed", onto local telephone billswithout the consumers's knowledge or consent.

A form of case that involves providing facts, reference material or other data butdoes not involve a substantial unresolved objection by a consumer regarding a regulated utility.

A complaint having to do with the delivery of the service provided by the utility, exclusive ofbilling concerns.

As defined in section 364.339(1), Florida Statues, means the provisionof service which duplicates or competes with local service provided by an existing local telephone companyand is furnished through a common switching or billing arrangements to tenants by an entity other than anexisting local telephone company.

Description of all rate schedules, a schedule of charges and rules and regulations of a utility company.

A call to the PSC can be directly transferred to the utilityin question, if the consumer has not yet expressed his concerns to that utility.

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