FLORIDA PUBLIC SERVICE COMMISSION. CONSUMER ACTIVITY REPORT September 2011
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1 FLORIDA PUBLIC SERVICE COMMISSION CONSUMER ACTIVITY REPORT September 2 Data Compiled on /2/2
2 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 *FAX your questions to * the FPSC from our Web site at or direct to the following address: contact@psc.state.fl.us *Or WRITE to: Florida Public Service Commission Division of Service, Safety & Consumer Assistance 254 Shumard Oak Boulevard Tallahassee, Florida
3 Consumer Activity Overview September 2 Complaints Received & Entered into CATS Electric Gas Competitive Local Exchange Telephone Local Exchange Telephone Long Distance Telephone Pay Telephone Shared Tenant Water & Wastewater ,27 Non-certificated Company Electric Gas Telecommunications Water/Wastewater Industry Unknown Telephone Transfer-Connects (Calls Transferred to Utilities) Electric Gas Telecommunications Water/Wastewater E-Transfers ( s sent to Utilities from the PSC Web site) Electric Gas Telecommunications Water/Wastewater Cases Received / Closed Under 3 Day Rule Electric Gas Telecommunications Water / Wastewater Information Requests Received & Entered into CATS 3,888 Total New Cases Received & Entered into CATS 4,95 How Cases Were Received Complaints Information Requests Total Cases Phone Mail Internet Fax , , Totals,27 3,888 4,95
4 Cases by Industry September 2 Complaints Logged of Total Complaints* Information Requests Logged of Total Information Requests* Electric Natural Gas 2 28 Telecommunications Competitive Local Exchange Telephone Local Exchange Telephone Long Distance Telephone Pay Telephone Shared Tenant Water & Wastewater Non-certificated Company Cases logged** 26 Telephone Transfer-Connects (Calls Transferred to Utilities) E-Transfers 58 6 Cases Received & Closed by 3 Day Rule 99 Total,27 3,888 Information provided by Consumer Activity Tracking System(CATS). Includes contacts from phone 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. 2
5 Complaints Received by County September Note: County name not available for 7cases. e.g., complaints received by , telephone transfer-connects,non-florida addresess, etc. 3
6 4 Electric Companies Complaint Activity - September 2 FLORIDA POWER & LIGHT COMPANY FLORIDA PUBLIC UTILITIES COMPANY 2 GULF POWER COMPANY 8 PROGRESS ENERGY FLORIDA, INC TAMPA ELECTRIC COMPANY TOTALS** *Please see Definitions. **Does not include non-certificated complaints logged, complaints transferred via the telephone transfer-connect or e-transfer
7 Natural Gas Companies Complaint Activity - September 2 FLORIDA CITY GAS 5 FLORIDA DIVISION OF CHESAPEAKE UTILITIES CORPORATION 3 FLORIDA PUBLIC UTILITIES COMPANY 4 PEOPLES GAS SYSTEM 3 TOTALS** 2 62 *Please see Definitions. **Does not include non-certificated complaints logged, complaints transferred via the telephone transfer-connect or e-transfer
8 Local Telephone Companies Complaint Activity - September 2 AT&T FLORIDA CENTURYLINK 9 FAIRPOINT COMMUNICATIONS 2 FRONTIER COMMUNICATIONS OF THE SOUTH, LLC ITS TELECOMMUNICATIONS SYSTEMS, INC. VERIZON FLORIDA LLC 2 78 WINDSTREAM FLORIDA, INC. 5 TOTALS** *Please see Definitions. **Does not include non-certificated complaints logged, complaints transferred via the telephone transfer-connect or e-transfer
9 7 Competitive Local Exchange Telephone Companies Complaint Activity - September 2 ACN COMMUNICATION SERVICES, INC. AMERICAN DIAL TONE, INC. 26 ASTRO TEL, INC. BELLERUD COMMUNICATIONS, LLC BIRCH COMMUNICATIONS, INC. BIRCH TELECOM OF THE SOUTH, INC. 2 BRIGHT HOUSE NETWORKS INFORMATION SERVICES (FLORIDA), LLC 6 BROADVIEW NETWORKS, INC. BROADVOX-CLEC, LLC BUDGET PHONE CBEYOND COMMUNICATIONS, LLC 3 CLEAR CHOICE COMMUNICATIONS 2 CLEAR RATE COMMUNICATIONS, INC. 3 CLEARWIRE TELECOMMUNICATIONS SERVICES, LLC COMCAST LONG DISTANCE COMCAST PHONE OF FLORIDA, LLC D/B/A COMCAST DIGITAL PHONE 6 DELTACOM, INC. 9 EASY TELEPHONE SERVICES COMPANY 34 ERNEST COMMUNICATIONS, INC. EXPRESS PHONE SERVICE 3 FLATEL, INC. FLORIDA TELEPHONE SERVICES, LLC FRONTIER COMMUNICATIONS OF AMERICA, INC. GRANITE TELECOMMUNICATIONS, LLC 2 IDT AMERICA, CORP. INTELLICALL OPERATOR SERVICES, INC. 2 ITS TELECOMMUNICATIONS SYSTEMS, INC. KNOLOGY OF FLORIDA, INC. LEVEL 3 COMMUNICATIONS, LLC 2 LIFECONNEX TELECOM, LLC MCIMETRO ACCESS TRANSMISSION SERVICES LLC D/B/A VERIZON AC 4 NEWPHONE, INC. PAETEC COMMUNICATIONS, INC. 3 POWERNET GLOBAL COMMUNICATIONS, INC. PREFERRED LONG DISTANCE, INC.
10 8 Competitive Local Exchange Telephone Companies Complaint Activity - September 2 PRIMECAST QWEST COMMUNICATIONS COMPANY, LLC STS TELECOM SUMMIT BROADBAND SUN-TEL USA, INC. 2 TELE CIRCUIT NETWORK CORPORATION 2 TELOVATIONS INC. VOX3COM 2 WINDSTREAM NUVOX INC. 34 XO COMMUNICATIONS SERVICES, INC. 7 TOTALS** 338 *Please see Definitions. **Does not include non-certificated complaints logged, complaints transferred via the telephone transfer-connect or e-transfer
11 9 Long Distance Telephone Companies Complaint Activity - September 2 8CALL4LESS ADMA TELECOM, INC. AMERICA NET, LLC 9 AMERICATEL CORPORATION 5 AT&T 3 AT&T LONG DISTANCE SERVICE 8 BUSINESS TELECOM, INC. D/B/A BTI CENTURYLINK COMMUNICATIONS 5 CENTURYLINK LONG DISTANCE CLEAR CHOICE COMMUNICATIONS 3 CLEAR RATE COMMUNICATIONS, INC. 5 CLEAR WORLD COMMUNICATIONS CORPORATION 2 COMMUNICATION TELEFONICAS LATINAS CORP 4 CUSTOM TELECONNECT, INC. DELTACOM, INC. ENHANCED SERVICES BILLING, INC. 4 GLOBAL TEL*LINK CORPORATION 5 HBS BILLING SERVICES COMPANY 2 IDC TELECOMMUNICATIONS 4 IDT AMERICA, CORP. 3 ILD TELESERVICES 8 INTELLICALL OPERATOR SERVICES, INC. 4 MULTIPHONE LATIN AMERICA, INC. OAN SERVICES OF FLORIDA, INC. D/B/A OPERATOR ASSISTANCE NE 3 ONELINK COMMUNICATIONS, INC. 2 OPTIC INTERNET PROTOCOL, INC. 7 PREFERRED LONG DISTANCE, INC. 3 PRIMUS TELECOMMUNICATIONS, INC. QWEST COMMUNICATIONS COMPANY, LLC 2 SECURUS TECHNOLOGIES, INC. 4 SILV COMMUNICATION INC. 4 SPRINT 3 STI PREPAID, LLC 2 TELEDIAS COMMUNICATIONS, INC. TELEUNO, INC. 3
12 Long Distance Telephone Companies Complaint Activity - September 2 TM TELCOMM CORP. UNITED TELECOM INC. 2 VALUE-ADDED COMMUNICATIONS, INC. VARTEC TELECOM, INC. VERIZON BUSINESS SERVICES 4 VERIZON LONG DISTANCE LLC 7 WHOLESALE CARRIER SERVICES, INC. WILTEL COMMUNICATION, LLC 3 WINDSTREAM COMMUNICATIONS, INC. WINDSTREAM NUVOX, INC. 2 ZERO PLUS DIALING 3 TOTALS** 29 *Please see Definitions. **Does not include non-certificated complaints logged, complaints transferred via the telephone transfer-connect or e-transfer
13 Pay Telephone Companies Complaint Activity - September 2 COIN-TEL 2 DSI-ITI, LLC FIRST AMERICAN TELECOMMUNICATIONS CORPORATION 2 FLORIDA PUBLIC TELEPHONE COMPANY GLOBAL TEL*LINK CORPORATION 2 ICSOLUTIONS INTERSTATE TELECOMMUNICATIONS, INC. LYNN E. MAXWELL, JR. PACIFIC TELEMANAGEMENT SERVICES TRINITY HOLDINGS LTD., INC. TOTALS** 3 *Please see Definitions. **Does not include non-certificated complaints logged, complaints transferred via the telephone transfer-connect or e-transfer
14 2 Water & Wastewater Companies Complaint Activity - September 2 ALTURAS UTILITIES, L.L.C. 5 AQUA UTILITIES FLORIDA, INC. 9 AQUA UTILITIES FLORIDA, INC AQUA UTILITIES FLORIDA, INC AQUA UTILITIES FLORIDA, INC. 2 AQUA UTILITIES FLORIDA, INC. AQUA UTILITIES FLORIDA, INC. AQUA UTILITIES FLORIDA, INC. 3 AQUA UTILITIES FLORIDA, INC. 2 AQUA UTILITIES FLORIDA, INC. 5 AQUA UTILITIES FLORIDA, INC. 2 AQUA UTILITIES FLORIDA, INC. AQUA UTILITIES FLORIDA, INC. 4 AQUA UTILITIES FLORIDA, INC. AQUA UTILITIES FLORIDA, INC. AQUARINA UTILITIES, INC. 3 ARMA WATER SERVICE, LLC BAYSHORE UTILITIES, INC. 5 BIMINI BAY UTILITIES CORPORATION 4 BLACK BEAR RESERVE WATER CORPORATION COUNTRY CLUB UTILITIES, INC. COUNTY-WIDE UTILITY CO., INC. CYPRESS LAKES UTILITIES, INC. EAST MARION SANITARY SYSTEMS, INC. FOUR POINTS UTILITY CORPORATION 3 HARBOR HILLS UTILITIES, L.P. HEATHER HILLS ESTATES UTILITIES, LLC 2 KEEN SALES, RENTALS AND UTILITIES, INC. LABRADOR UTILITIES, INC. 2 LAKE UTILITY SERVICES, INC. 2 LAKE UTILITY SERVICES, INC. 2 LIGHTHOUSE UTILITIES COMPANY, INC. MAD HATTER UTILITY, INC. NEIGHBORHOOD UTILITIES, INC. NI FLORIDA, LLC 7 NI FLORIDA, LLC
15 3 Water & Wastewater Companies Complaint Activity - September 2 ORANGELAND WATER SUPPLY PARK WATER COMPANY 5 PARKLAND UTILITIES, INC. PEOPLES WATER SERVICE COMPANY OF FLORIDA, INC. 2 PINECREST RANCHES, INC. PLANTATION BAY UTILITY CO. 2 PLURIS WEDGEFIELD, INC. 2 ROYAL UTILITY COMPANY 3 SANLANDO UTILITIES CORPORATION SOUTHLAKE UTILITIES, INC. 2 SUNNY SHORES WATER CO., INC. SUNRISE UTILITIES, LLC 2 SUNSHINE UTILITIES OF CENTRAL FLORIDA, INC. 4 TYMBER CREEK UTILITIES, INCORPORATED UTILITIES, INC. OF FLORIDA UTILITIES, INC. OF FLORIDA UTILITIES, INC. OF PENNBROOKE WATER MANAGEMENT SERVICES, INC. WEST LAKELAND WASTEWATER, INC. 2 WILDWOOD WATER COMPANY 2 WINDSTREAM UTILITIES COMPANY TOTALS** *Please see Definitions. **Does not include non-certificated complaints logged, complaints transferred via the telephone transfer-connect or e-transfer
16 Unauthorized Additional Telephone Service Charges "Cramming" Cases Resolved - September 2 Month Year-To-Date AMERICA NET, LLC AT&T FLORIDA CENTURYLINK 8 ENHANCED SERVICES BILLING, INC. 4 HBS BILLING SERVICES COMPANY 2 ILD TELESERVICES OPERATOR ASSISTANCE NETWORK 2 SILV COMMUNICATION INC. VERIZON FLORIDA LLC 5 WINDSTREAM FLORIDA, INC. ZERO PLUS DIALING TOTALS* 58 *Does not include non-certificated complaints logged, complaints transferred via the telephone transfer-connect or e-transfer 4
17 5 Unauthorized Telephone Service Charges "Local Slamming" Cases Resolved - September 2 Month Year-To-Date AMERICA NET, LLC 8 AMERICAN DIAL TONE, INC. 2 AT&T FLORIDA 5 BIRCH COMMUNICATIONS, INC. 2 BRIGHT HOUSE NETWORKS INFORMATION SERVICES (FLORIDA), LLC 2 CLEAR RATE COMMUNICATIONS, INC. COMCAST PHONE OF FLORIDA, LLC D/B/A COMCAST DIGITAL PHONE 2 COMMUNICATION TELEFONICAS LATINAS CORP 3 EASY TELEPHONE SERVICES COMPANY 25 EMBARQ COMMUNICATIONS, INC. D/B/A CENTURYLINK COMMUNICATIO EXPRESS PHONE SERVICE 3 FLATEL, INC. LEVEL 3 COMMUNICATIONS, LLC OPTIC INTERNET PROTOCOL, INC. 6 PREFERRED LONG DISTANCE, INC. 2 PREFERRED LONG DISTANCE, INC. SILV COMMUNICATION INC. 3 TELOVATIONS INC. UNITED TELECOM INC. 2 VERIZON FLORIDA LLC 2 WINDSTREAM NUVOX, INC. TOTALS* 74 *Does not include non-certificated complaints logged, complaints transferred via the telephone transfer-connect or e-transfer
18 6 Unauthorized Telephone Service Charges "Long Distance Slamming" Cases Resolved - September 2 Month Year-To-Date AMERICATEL CORPORATION AT&T 8 CLEAR WORLD COMMUNICATIONS CORPORATION 2 IDC TELECOMMUNICATIONS 2 INTELLICALL OPERATOR SERVICES, INC. OAN SERVICES OF FLORIDA, INC. D/B/A OPERATOR ASSISTANCE NE ONELINK COMMUNICATIONS, INC. 2 QWEST COMMUNICATIONS COMPANY, LLC SPRINT TELEDIAS COMMUNICATIONS, INC. TELEUNO, INC. 3 VERIZON LONG DISTANCE LLC WILTEL COMMUNICATION, LLC 3 TOTALS* 27 *Does not include non-certificated complaints logged, complaints transferred via the telephone transfer-connect or e-transfer
19 DEFINITIONS Access Line or Subscriber Line - The circuit or channel between the demarcation point at the customer's premises and the serving end or Class 5 central Office. Billing - A complaint concerning the amount a customer has been billed or any rule or tariff having to do specifically with the billing of the customer's account. Case - A contact that is logged into the PSC's CATS database. A case may be logged in as a complaint or as an information request. Complaint - 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 which requires an investigation and/or analysis by PSC staff. Complaint Activity given period of time. - The total number of complaints logged with regulated utilities or resolved within a - The number of complaints received from customers filed with the utilities. Complaints Resolved - The number of complaints handled by the PSC staff, which determines whether a utility is in apparent violation or apparent nonviolation of PSC rules, company tariffs, or policies. Consumer Activity Tracking System (CATS) - A database system that tracks complaints and information requests filed with the Florida Public Service Commission. Contact - A communication with the Commission either in writing(letter, fax, or ), 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 a follow-up to an existing case, is a misdialed call or the caller hangs up during the call. Cramming - When charges for telephone services are added, or "crammed", onto local telephone bills without the consumers's knowledge or consent. Information Request - A form of case that involves providing facts, reference material or other data but does not involve a substantial unresolved objection by a consumer regarding a regulated utility. Service - A complaint having to do with the delivery of the service provided by the utility, exclusive of billing concerns. Shared Tenant Service (STS) - As defined in section (), Florida Statues, means the provision of service which duplicates or competes with local service provided by an existing local telephone company and is furnished through a common switching or billing arrangements to tenants by an entity other than an existing local telephone company. Tariff - Description of all rate schedules, a schedule of charges and rules and regulations of a utility company. Telephone Transfer Connect (Warm Transfer) - A call to the PSC can be directly transferred to the utility in question, if the consumer has not yet expressed his concerns to that utility. 7
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