FLORIDA PUBLIC SERVICE COMMISSION. CONSUMER ACTIVITY REPORT May 2011

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Damon Bishop
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1 FLORIDA PUBLIC SERVICE COMMISSION CONSUMER ACTIVITY REPORT May 211 Data Compiled on 6/9/211

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 1 Consumer Activity Overview May 211 Complaints Received & Entered into CATS Electric Gas Competitive Local Exchange Telephone Local Exchange Telephone Long Distance Telephone Pay Telephone Shared Tenant Water & Wastewater 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 4,3 Total New Cases Received & Entered into CATS 5,11 How Cases Were Received Complaints Information Requests Total Cases Phone Mail Internet Fax , , Totals 981 4,3 5,11

4 2 Cases by Industry May 211 Complaints Logged of Total Complaints* Information Requests Logged of Total Information Requests* Electric Natural Gas Telecommunications Competitive Local Exchange Telephone 37 4 Local Exchange Telephone Long Distance Telephone 23 2 Pay Telephone Shared Tenant Water & Wastewater Non-certificated Company Cases logged** Telephone Transfer-Connects (Calls Transferred to Utilities) E-Transfers 41 4 Cases Received & Closed by 3 Day Rule 77 8 Total ,3 1 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.

5 Complaints Received by County May Note: County name not available for 16cases. e.g., complaints received by , telephone transfer-connects,non-florida addresess, etc. 3

6 4 Electric Companies Complaint Activity - May 211 FLORIDA POWER & LIGHT COMPANY FLORIDA PUBLIC UTILITIES COMPANY 8 GULF POWER COMPANY 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 5 Natural Gas Companies Complaint Activity - May 211 FLORIDA CITY GAS FLORIDA DIVISION OF CHESAPEAKE UTILITIES CORPORATION FLORIDA PUBLIC UTILITIES COMPANY PEOPLES GAS SYSTEM TOTALS** *Please see Definitions. **Does not include non-certificated complaints logged, complaints transferred via the telephone transfer-connect or e-transfer

8 6 Local Telephone Companies Complaint Activity - May 211 AT&T FLORIDA CENTURYLINK FAIRPOINT COMMUNICATIONS 1 FRONTIER COMMUNICATIONS OF THE SOUTH, LLC ITS TELECOMMUNICATIONS SYSTEMS, INC. 1 VERIZON FLORIDA LLC WINDSTREAM FLORIDA, INC 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 - May 211 ACN COMMUNICATION SERVICES, INC. 1 AMERICAN DIAL TONE, INC ASTRO TEL, INC. 1 BELLERUD COMMUNICATIONS, LLC 1 BIRCH COMMUNICATIONS, INC. 1 BIRCH TELECOM OF THE SOUTH, INC. 2 BRIGHT HOUSE NETWORKS INFORMATION SERVICES (FLORIDA), LLC BROADVIEW NETWORKS, INC BROADVOX-CLEC, LLC 1 BUDGET PHONE CBEYOND COMMUNICATIONS, LLC 2 CLEAR CHOICE COMMUNICATIONS 2 CLEAR RATE COMMUNICATIONS, INC. 2 CLEARWIRE TELECOMMUNICATIONS SERVICES, LLC 1 COMCAST PHONE OF FLORIDA, LLC D/B/A COMCAST DIGITAL PHONE 14 DELTACOM, INC EASY TELEPHONE SERVICES COMPANY EXPRESS PHONE SERVICE FLATEL, INC FLORIDA TELEPHONE SERVICES, LLC 1 FRONTIER COMMUNICATIONS OF AMERICA, INC GRANITE TELECOMMUNICATIONS, LLC IDT AMERICA, CORP INTELLICALL OPERATOR SERVICES, INC. 2 ITS TELECOMMUNICATIONS SYSTEMS, INC. 1 KNOLOGY OF FLORIDA, INC. 1 LEVEL 3 COMMUNICATIONS, LLC 2 LIFECONNEX TELECOM, LLC 1 NEWPHONE, INC. 1 PAETEC COMMUNICATIONS, INC POWERNET GLOBAL COMMUNICATIONS, INC. 1 PREFERRED LONG DISTANCE, INC. 1 QWEST COMMUNICATIONS COMPANY, LLC 1 STS TELECOM 1 SUMMIT BROADBAND 1

10 8 Competitive Local Exchange Telephone Companies Complaint Activity - May 211 SUN-TEL USA, INC TELE CIRCUIT NETWORK CORPORATION VERIZON ACCESS TRANSMISSION SERVICES VOX3COM 2 WINDSTREAM NUVOX, INC XO COMMUNICATIONS SERVICES, INC TOTALS** *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 - May CALL4LESS 1 AMERICA NET, LLC AMERICATEL CORPORATION 4 AT&T AT&T LONG DISTANCE SERVICE BUSINESS TELECOM, INC. D/B/A BTI 1 CENTURYLINK COMMUNICATIONS 5 CENTURYLINK LONG DISTANCE 1 CLEAR CHOICE COMMUNICATIONS 3 CLEAR RATE COMMUNICATIONS, INC. 5 CLEAR WORLD COMMUNICATIONS CORPORATION 2 COMMUNICATION TELEFONICAS LATINAS CORP 4 CUSTOM TELECONNECT, INC. 1 DELTACOM, INC. 1 ENHANCED SERVICES BILLING, INC GLOBAL TEL*LINK CORPORATION HBS BILLING SERVICES COMPANY 2 IDC TELECOMMUNICATIONS IDT AMERICA, CORP ILD TELESERVICES INTELLICALL OPERATOR SERVICES, INC MULTIPHONE LATIN AMERICA, INC. 1 ONELINK COMMUNICATIONS, INC. 1 OPERATOR ASSISTANCE NETWORK OPTIC INTERNET PROTOCOL, INC. 7 PREFERRED LONG DISTANCE, INC. 2 QWEST COMMUNICATIONS COMPANY, LLC SECURUS TECHNOLOGIES, INC. 3 SILV COMMUNICATION INC SPRINT 1 STI PREPAID, LLC 2 TELEDIAS COMMUNICATIONS, INC. 1 TELEUNO, INC TM TELCOMM CORP. 1 UNITED TELECOM INC. 2

12 1 Long Distance Telephone Companies Complaint Activity - May 211 VARTEC TELECOM, INC. 1 VERIZON BUSINESS SERVICES VERIZON LONG DISTANCE LLC 7 WHOLESALE CARRIER SERVICES, INC. 1 WILTEL COMMUNICATION, LLC WINDSTREAM COMMUNICATIONS, INC. 1 WINDSTREAM NUVOX, INC. 2 ZERO PLUS DIALING 3 TOTALS** *Please see Definitions. **Does not include non-certificated complaints logged, complaints transferred via the telephone transfer-connect or e-transfer

13 11 Pay Telephone Companies Complaint Activity - May 211 COIN-TEL 2 FIRST AMERICAN TELECOMMUNICATIONS CORPORATION 2 GLOBAL TEL*LINK CORPORATION 2 ICSOLUTIONS 1 INTERSTATE TELECOMMUNICATIONS, INC. 1 LYNN E. MAXWELL, JR. 1 TRINITY HOLDINGS LTD., INC. 1 TOTALS** 1 *Please see Definitions. **Does not include non-certificated complaints logged, complaints transferred via the telephone transfer-connect or e-transfer

14 12 Water & Wastewater Companies Complaint Activity - May 211 ALTURAS UTILITIES, L.L.C. 4 AQUA UTILITIES FLORIDA, INC AQUA UTILITIES FLORIDA, INC AQUA UTILITIES FLORIDA, INC AQUA UTILITIES FLORIDA, INC AQUA UTILITIES FLORIDA, INC AQUA UTILITIES FLORIDA, INC AQUA UTILITIES FLORIDA, INC. 1 AQUA UTILITIES FLORIDA, INC. 1 AQUA UTILITIES FLORIDA, INC. 13 AQUA UTILITIES FLORIDA, INC. 1 AQUA UTILITIES FLORIDA, INC. 2 AQUA UTILITIES FLORIDA, INC. 2 AQUA UTILITIES FLORIDA, INC. 1 AQUA UTILITIES FLORIDA, INC. 1 AQUARINA UTILITIES, INC ARMA WATER SERVICE, LLC 1 BAYSHORE UTILITIES, INC BIMINI BAY UTILITIES CORPORATION BLACK BEAR RESERVE WATER CORPORATION COUNTRY CLUB UTILITIES, INC. 1 COUNTY-WIDE UTILITY CO., INC. 1 FOUR POINTS UTILITY CORPORATION HEATHER HILLS ESTATES UTILITIES, LLC 2 LABRADOR UTILITIES, INC. 2 LAKE UTILITY SERVICES, INC. 1 LAKE UTILITY SERVICES, INC. 2 NEIGHBORHOOD UTILITIES, INC. 1 NI FLORIDA, LLC PARK WATER COMPANY 4 PARKLAND UTILITIES, INC. 1 PEOPLES WATER SERVICE COMPANY OF FLORIDA, INC. 1 PLANTATION BAY UTILITY CO. 2 PLURIS WEDGEFIELD, INC. 2 ROYAL UTILITY COMPANY 1 1 3

15 13 Water & Wastewater Companies Complaint Activity - May 211 SANLANDO UTILITIES CORPORATION SOUTHLAKE UTILITIES, INC SUNRISE UTILITIES, LLC SUNSHINE UTILITIES OF CENTRAL FLORIDA, INC. 2 UTILITIES, INC. OF FLORIDA 1 UTILITIES, INC. OF FLORIDA 1 WEST LAKELAND WASTEWATER, INC WILDWOOD WATER COMPANY 2 TOTALS** *Please see Definitions. **Does not include non-certificated complaints logged, complaints transferred via the telephone transfer-connect or e-transfer

16 14 Unauthorized Additional Telephone Service Charges "Cramming" Cases Resolved - May 211 Month Year-To-Date 1 AT&T FLORIDA 9 CENTURYLINK 1 7 ENHANCED SERVICES BILLING, INC HBS BILLING SERVICES COMPANY 1 2 ILD TELESERVICES 5 OPERATOR ASSISTANCE NETWORK 1 SILV COMMUNICATION INC. 1 VERIZON FLORIDA LLC 3 ZERO PLUS DIALING 1 TOTALS* 3 42 *Does not include non-certificated complaints logged, complaints transferred via the telephone transfer-connect or e-transfer

17 Unauthorized Telephone Service Charges "Local Slamming" Cases Resolved - May 211 Month Year-To-Date AMERICA NET, LLC 1 7 AMERICAN DIAL TONE, INC. 2 AT&T FLORIDA 1 4 BIRCH COMMUNICATIONS, INC. 2 BRIGHT HOUSE NETWORKS INFORMATION SERVICES (FLORIDA), LLC 2 CLEAR RATE COMMUNICATIONS, INC. 1 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 1 EXPRESS PHONE SERVICE 3 LEVEL 3 COMMUNICATIONS, LLC 1 OPTIC INTERNET PROTOCOL, INC. 6 PREFERRED LONG DISTANCE, INC. 1 PREFERRED LONG DISTANCE, INC. 1 SILV COMMUNICATION INC. 1 3 UNITED TELECOM INC. 2 VERIZON FLORIDA LLC 1 WINDSTREAM NUVOX, INC. 1 TOTALS* 3 68 *Does not include non-certificated complaints logged, complaints transferred via the telephone transfer-connect or e-transfer 15

18 Unauthorized Telephone Service Charges "Long Distance Slamming" Cases Resolved - May 211 Month Year-To-Date AMERICATEL CORPORATION 1 AT&T 1 7 CLEAR WORLD COMMUNICATIONS CORPORATION 2 IDC TELECOMMUNICATIONS 1 2 INTELLICALL OPERATOR SERVICES, INC. 1 OAN SERVICES OF FLORIDA, INC. D/B/A OPERATOR ASSISTANCE NE 1 ONELINK COMMUNICATIONS, INC. 1 QWEST COMMUNICATIONS COMPANY, LLC 1 1 TELEDIAS COMMUNICATIONS, INC. 1 TELEUNO, INC. 1 3 VERIZON LONG DISTANCE LLC 1 WILTEL COMMUNICATION, LLC 1 3 TOTALS* 5 24 *Does not include non-certificated complaints logged, complaints transferred via the telephone transfer-connect or e-transfer 16

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 (1), 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. 17

FLORIDA PUBLIC SERVICE COMMISSION. CONSUMER ACTIVITY REPORT February 2011

FLORIDA PUBLIC SERVICE COMMISSION CONSUMER ACTIVITY REPORT February Data Compiled on 3/4/ Table of Contents Consumer Activity Overview Cases by Industry Complaints by County Electric Companies - Complaint