FLORIDA PUBLIC SERVICE COMMISSION. CONSUMER ACTIVITY REPORT July 2010

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1 FLORIDA PUBLIC SERVICE COMMISSION CONSUMER ACTIVITY REPORT July 1 Data Compiled on 8/1/1

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 54 Shumard Oak Boulevard Tallahassee, Florida

3 1 Consumer Activity Overview July 1 Complaints Received & Entered into CATS Electric Gas Competitive Local Exchange Telephone Local Exchange Telephone Long Distance Telephone Pay Telephone Shared Tenant Water & Wastewater ,84 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 4,573 Total New Cases Received & Entered into CATS 5,857 How Cases Were Received Complaints Information Requests Total Cases Phone Mail Internet Fax , , Totals 1,84 4,573 5,857

4 Cases by Industry July 1 Complaints Logged of Total Complaints* Information Requests Logged of Total Information Requests* Electric Natural Gas Telecommunications Competitive Local Exchange Telephone 5 Local Exchange Telephone Long Distance Telephone 35 3 Pay Telephone Shared Tenant Water & Wastewater 5 Non-certificated Company Cases logged** Telephone Transfer-Connects (Calls Transferred to Utilities) 77 6 E-Transfers 78 6 Cases Received & Closed by 3 Day Rule 1 8 Total 1,84 1 4,573 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 July Note: County name not available for 8cases. e.g., complaints received by , telephone transfer-connects,non-florida addresess, etc. 3

6 Electric Companies Complaint Activity - July 1 FLORIDA POWER & LIGHT COMPANY FLORIDA PUBLIC UTILITIES COMPANY GULF POWER COMPANY 1 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 - July 1 FLORIDA CITY GAS FLORIDA DIVISION OF CHESAPEAKE UTILITIES CORPORATION 6 FLORIDA PUBLIC UTILITIES COMPANY PEOPLES GAS SYSTEM ST. JOE NATURAL GAS COMPANY, INC. 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 - July 1 AT&T FLORIDA CENTURYLINK FAIRPOINT COMMUNICATIONS 3 TDS TELECOM/QUINCY TELEPHONE VERIZON FLORIDA LLC WINDSTREAM FLORIDA, INC. 4 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 - July 1 ABSOLUTE HOME PHONES, INC. ACCESS ONE, INC. 1 ALL AMERICAN TELECOM, INC. 1 ALLEGIANCE TELECOM OF FLORIDA, INC. 1 AMERICAN DIAL TONE, INC ANGLES COMMUNICATION SOLUTIONS 1 BIRCH COMMUNICATIONS, INC BIRCH TELECOM OF THE SOUTH, INC BRIGHT HOUSE NETWORKS INFORMATION SERVICES (FLORIDA), LLC 9 BROADVOX-CLEC, LLC 1 BUDGET PHONE CBEYOND COMMUNICATIONS, LLC COMCAST PHONE OF FLORIDA, LLC D/B/A COMCAST DIGITAL PHONE DELTACOM, INC. 7 DPI-TELECONNECT, L.L.C. 1 DSLI 1 1 EASY TELEPHONE SERVICES COMPANY 1 ENHANCED COMMUNICATIONS NETWORK, INC. 1 EVERYCALL COMMUNICATIONS, INC. 3 EXPRESS PHONE SERVICE FIRST COMMUNICATIONS, LLC 1 FLATEL, INC. FLORIDA TELEPHONE SERVICES, LLC 1 GRANITE TELECOMMUNICATIONS, LLC 1 HIGH TECH COMMUNICATIONS 3 INTELLICALL OPERATOR SERVICES, INC. 1 ITS TELECOMMUNICATIONS SYSTEMS, INC. 1 KNOLOGY OF FLORIDA, INC. 1 1 LEVEL 3 COMMUNICATIONS, LLC LIFECONNEX TELECOM, LLC 7 MCIMETRO ACCESS TRANSMISSION SERVICES LLC D/B/A VERIZON AC 4 PAETEC BUSINESS SERVICES 1 PAETEC COMMUNICATIONS, INC POWERNET GLOBAL COMMUNICATIONS, INC. 1 QWEST COMMUNICATIONS COMPANY, LLC 1

10 8 Competitive Local Exchange Telephone Companies Complaint Activity - July 1 SH SERVICES LLC 1 SKYNET36, LLC STS TELECOM 1 STS TELECOM, LLC 4 SUPRA TELECOMMUNICATIONS AND INFORMATION SYSTEMS, INC. 1 TELEDIAS COMMUNICATIONS, INC. 1 THINK 1 CORPORATION D/B/A HELLO DEPOT WINDSTREAM NUVOX INC. 1 1 XO COMMUNICATIONS SERVICES, INC. 6 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 - July 1 AFFINITY 4 1 AMERICA NET, LLC 3 AMERICATEL CORPORATION 4 AT&T AT&T LONG DISTANCE SERVICE BANDWIDTH.COM CLEC, LLC BIRCH COMMUNICATIONS, INC. 1 BLUERIDGE TELECOM SYSTEMS 1 CENTURYLINK COMMUNICATIONS CENTURYLINK LONG DISTANCE 1 CLEAR WORLD COMMUNICATIONS CORPORATION 4 COMTECH 1, LLC 1 CONSUMER ACCESS 1 CORRECTIONAL BILLING SERVICES 7 CRISTEL TELECOM, L.L.C. 1 CUSTOM TELECONNECT, INC DELTACOM, INC. ECG ENHANCED SERVICES BILLING, INC. 5 EXCEL TELECOMMUNICATIONS FIRST COMMUNICATIONS, LLC 6 GLOBAL CROSSING TELECOMMUNICATIONS, INC. GLOBAL TEL*LINK CORPORATION 1 1 GRANITE TELECOMMUNICATIONS, LLC 1 GT TELECOMM 1 ICSOLUTIONS IDT AMERICA, CORP. ILD TELESERVICES 4 INFINITY NETWORKS, INC. INTELLICALL OPERATOR SERVICES, INC. 3 ITI INMATE TELEPHONE, INC. 1 LDC TELECOMMUNICATIONS, INC. 1 LEGACY LONG DISTANCE INTERNATIONAL, INC NET ONE INTERNATIONAL, INC. 1 OAN SERVICES OF FLORIDA, INC. D/B/A OPERATOR ASSISTANCE NE 9

12 1 Long Distance Telephone Companies Complaint Activity - July 1 ONELINK COMMUNICATIONS, INC. 1 OPTIC INTERNET PROTOCOL, INC PRIMO COMMUNICATIONS INC 1 PRIMUS TELECOMMUNICATIONS, INC. 3 PUBLIC COMMUNICATIONS SERVICES, INC. 1 QUASAR COMMUNICATIONS OF TEXAS CORPORATION QWEST COMMUNICATIONS COMPANY, LLC 3 SILV COMMUNICATION INC SPOT TALK 1 SPRINT 6 STI PREPAID, LLC T-NETIX TELECOMMUNICATIONS SERVICES, INC. 1 1 TELEFONICALATINA 1 TELENATIONAL COMMUNICATIONS, INC. 1 UNION TELECOM 1 UNITED TELECOM INC. 11 USA DIGITAL COMMUNICATIONS, INC. 1 VARTEC TELECOM AND CLEAR CHOICE COMMUNICATIONS 1 VERIZON BUSINESS SERVICES VERIZON LONG DISTANCE LLC VERIZON SELECT SERVICES INC. 1 WILTEL COMMUNICATION, LLC 1 WINDSTREAM NUVOX, INC XO COMMUNICATIONS SERVICES, INC ZERO PLUS DIALING 5 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 - July 1 EMBARQ PAYPHONE SERVICES, INC. 1 GLOBAL TEL*LINK CORPORATION 3 GORAN DRAGOSLAVIC D/B/A FIRST AMERICAN TELECOMMUNICATIONS 1 PACIFIC TELEMANAGEMENT SERVICES 1 1 PAY TEL COMMUNICATIONS, INC. OF THE SOUTHEAST 1 STERLING PAYPHONES, LLC 1 WATERVILLE COMMUNICATIONS, INC TOTALS** 1 *Please see Definitions. **Does not include non-certificated complaints logged, complaints transferred via the telephone transfer-connect or e-transfer

14 1 Water & Wastewater Companies Complaint Activity - July 1 ALAFAYA UTILITIES, INC. 3 AQUA UTILITIES FLORIDA, INC AQUA UTILITIES FLORIDA, INC. 14 AQUA UTILITIES FLORIDA, INC. 4 4 AQUA UTILITIES FLORIDA, INC. 4 AQUA UTILITIES FLORIDA, INC. 1 1 AQUA UTILITIES FLORIDA, INC. 4 AQUA UTILITIES FLORIDA, INC. AQUA UTILITIES FLORIDA, INC. 6 AQUA UTILITIES FLORIDA, INC. 11 AQUA UTILITIES FLORIDA, INC. 6 AQUA UTILITIES FLORIDA, INC. 3 AQUA UTILITIES FLORIDA, INC. AQUA UTILITIES FLORIDA, INC. 4 AQUA UTILITIES FLORIDA, INC. 1 BIMINI BAY UTILITIES CORPORATION BLACK BEAR RESERVE WATER COMPANY, INC. 1 COMMERCIAL UTILITIES, DIVISION OF GRACE AND COMPANY, INC. 1 COUNTY-WIDE UTILITY CO., INC. 1 CRESTRIDGE UTILITY CORPORATION 1 CYPRESS LAKES UTILITIES, INC. 1 EAST MARION SANITARY SYSTEMS, INC. FOUR POINTS UTILITY CORPORATION GOLD COAST UTILITY CORP. 3 GRENELEFE RESORT UTILITY, INC. 1 HEATHER HILLS ESTATES 3 HOLMES UTILITIES, INC. 1 LABRADOR UTILITIES, INC. LAKE UTILITY SERVICES, INC. 1 LAKE UTILITY SERVICES, INC. 4 LIGHTHOUSE UTILITIES COMPANY, INC. LINDRICK SERVICE CORPORATION 5 MARION UTILITIES, INC. 1 MOBILE MANOR WATER COMPANY, INC. 1 NEIGHBORHOOD UTILITIES, INC

15 13 Water & Wastewater Companies Complaint Activity - July 1 NI FLORIDA, LLC 5 O&S WATER COMPANY, INC. 4 ORCHID SPRINGS DEVELOPMENT CORPORATION 1 PEOPLES WATER SERVICE COMPANY OF FLORIDA, INC PINECREST RANCHES, INC. 1 PLURIS WEDGEFIELD, INC RAINBOW SPRINGS UTILITIES, L.C. 1 RESIDENTIAL WATER SYSTEMS, INC. 1 ROYAL UTILITY COMPANY SUNRISE UTILITIES, LLC 4 SUNSHINE UTILITIES OF CENTRAL FLORIDA, INC. 1 TLP WATER, INC. UTILITIES, INC. OF FLORIDA 1 1 UTILITIES, INC. OF FLORIDA 4 UTILITIES, INC. OF PENNBROOKE WATER OAK UTILITY WEST LAKELAND WASTEWATER, INC. 1 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 - July 1 Month Year-To-Date AMERICATEL CORPORATION 1 AT&T FLORIDA 4 19 AT&T LONG DISTANCE SERVICE 1 CENTURYLINK 3 4 CONSUMER ACCESS 1 ENHANCED SERVICES BILLING, INC. 3 ILD TELESERVICES 1 16 INTELLICALL OPERATOR SERVICES, INC. 1 1 LEGACY LONG DISTANCE INTERNATIONAL, INC. 1 1 OAN SERVICES OF FLORIDA, INC. D/B/A OPERATOR ASSISTANCE NE 7 VERIZON FLORIDA LLC ZERO PLUS DIALING 1 TOTALS* 1 57 *Does not include non-certificated complaints logged, complaints transferred via the telephone transfer-connect or e-transfer 14

17 15 Unauthorized Telephone Service Charges "Local Slamming" Cases Resolved - July 1 Month Year-To-Date AMERICA NET, LLC 1 AMERICAN DIAL TONE, INC. AT&T FLORIDA 1 8 BRIGHT HOUSE NETWORKS INFORMATION SERVICES (FLORIDA), LLC 1 BUDGET PHONE 1 COMCAST PHONE OF FLORIDA, LLC D/B/A COMCAST DIGITAL PHONE 1 4 ENHANCED COMMUNICATIONS NETWORK, INC. 1 LEVEL 3 COMMUNICATIONS, LLC OPTIC INTERNET PROTOCOL, INC PRIMO COMMUNICATIONS INC 1 QUASAR COMMUNICATIONS OF TEXAS CORPORATION 1 3 SILV COMMUNICATION INC. 1 6 THINK 1 CORPORATION D/B/A HELLO DEPOT 1 1 UNITED TELECOM INC. 9 VARTEC TELECOM AND CLEAR CHOICE COMMUNICATIONS 1 WINDSTREAM NUVOX INC. 1 1 TOTALS* 1 17 *Does not include non-certificated complaints logged, complaints transferred via the telephone transfer-connect or e-transfer

18 16 Unauthorized Telephone Service Charges "Long Distance Slamming" Cases Resolved - July 1 Month Year-To-Date AT&T 3 AT&T LONG DISTANCE SERVICE 1 8 BLUERIDGE TELECOM SYSTEMS 1 CLEAR WORLD COMMUNICATIONS CORPORATION CUSTOM TELECONNECT, INC. 1 ENHANCED SERVICES BILLING, INC. 1 GLOBAL CROSSING TELECOMMUNICATIONS, INC. 1 GLOBAL TEL*LINK CORPORATION ILD TELESERVICES 4 INTELLICALL OPERATOR SERVICES, INC. 1 NET ONE INTERNATIONAL, INC. 1 OAN SERVICES OF FLORIDA, INC. D/B/A OPERATOR ASSISTANCE NE 1 ONELINK COMMUNICATIONS, INC. 1 PRIMUS TELECOMMUNICATIONS, INC. 1 QWEST COMMUNICATIONS COMPANY, LLC SPRINT 3 TELENATIONAL COMMUNICATIONS, INC. 1 VERIZON BUSINESS SERVICES VERIZON LONG DISTANCE LLC XO COMMUNICATIONS SERVICES, INC. 1 1 ZERO PLUS DIALING TOTALS* 41 *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 (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 May 2010

FLORIDA PUBLIC SERVICE COMMISSION CONSUMER ACTIVITY REPORT May Data Compiled on 6// Table of Contents Consumer Activity Overview Cases by Industry Complaints by County Electric Companies - Complaint Activity