florida public service commission...frontier communications of the south, llc 1 0 1 1 ... bright...

November 2010CONSUMER ACTIVITY REPORT

FLORIDAPUBLICSERVICECOMMISSION

Data Compiled on 12/14/2010

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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15

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Consumer Activity Overview November 2010

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

1,235 69 5

51 129 37 1 0

27

1 0 0 1 0 0

760 732

14 14 0

68

44 0

24 0

87 80 0 7 0

3,768

5,003

965 36 214 20

1,235

3,406 49

293 20

3,768

4,371 85

507 40

5,003

1

November 2010

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

1,235

69

5

51

129

37

1

0

27

1

760

68

87

3,768

Cases by Industry

Telecommunications

ComplaintsLogged

% of TotalComplaints*

Information% of TotalInformationRequests*Requests Logged

Natural Gas

Non-certificated Company Cases logged**

Transferred to Utilities)

Total

307

33

2259

177

218

992

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.

6

0

17

4

10

3

0

0

2

0

62

6

7

100

8

1

60

5

26

100

%

%

%

%

%

%

%%

%

%

%

%

%

%

%

%

%

%

%

%

2

Complaints Received by County

November 2010

15 8

13 0

1

3

3

0 9

0

0

0

7

0

3

0 8

3

1

2

0

1

3

0

0

0 0

3

2

1

8

1 12

3 7

15 74

7

1

2 15

29

53 44

8

41

35

84 103

24

28

1

2

13 4

12

23

17

0 13

20 2 67

126 8

2 193

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

52cases.

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Complaints Logged

Y-T-D

Complaint Activity - November 2010

Electric Companies

Service* Billing* Total

FLORIDA POWER & LIGHT COMPANY 3 17 20 332FLORIDA PUBLIC UTILITIES COMPANY 2 0 2 46GULF POWER COMPANY 0 0 0 16PROGRESS ENERGY FLORIDA, INC. 7 20 27 486TAMPA ELECTRIC COMPANY 13 7 20 149

25 44 69TOTALS** 1,029

*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 0 0 0 43FLORIDA DIVISION OF CHESAPEAKE UTILITIES CORPORATION 0 0 0 9FLORIDA PUBLIC UTILITIES COMPANY 2 0 2 19PEOPLES GAS SYSTEM 2 1 3 78ST. JOE NATURAL GAS COMPANY, INC. 0 0 0 2

4 1 5TOTALS** 151


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Complaints Logged

Y-T-D


Local Telephone Companies


AT&T FLORIDA 35 43 78 1,008CENTURYLINK 2 14 16 119FAIRPOINT COMMUNICATIONS 0 0 0 4FRONTIER COMMUNICATIONS OF THE SOUTH, LLC 1 0 1 1TDS TELECOM/QUINCY TELEPHONE 0 0 0 2VERIZON FLORIDA LLC 14 18 32 254WINDSTREAM FLORIDA, INC. 1 1 2 11

53 76 129TOTALS** 1,399


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Complaints Logged

Y-T-D


Competitive Local Exchange Telephone Companies


ABSOLUTE HOME PHONES, INC. 0 0 0 3ACCESS ONE, INC. 0 0 0 1ALL AMERICAN TELECOM, INC. 0 0 0 1AMERICAN DIAL TONE, INC. 5 0 5 52ANGLES COMMUNICATION SOLUTIONS 0 0 0 6BIRCH COMMUNICATIONS, INC. 3 1 4 22BIRCH TELECOM OF THE SOUTH, INC. 0 0 0 18BRIGHT HOUSE NETWORKS INFORMATION SERVICES (FLORIDA), LLC 2 0 2 15BROADVOX-CLEC, LLC 0 0 0 1BUDGET PHONE 0 0 0 10CBEYOND COMMUNICATIONS, LLC 0 0 0 4COMCAST LONG DISTANCE 1 0 1 2COMCAST PHONE OF FLORIDA, LLC D/B/A COMCAST DIGITAL PHONE 1 0 1 24DELTACOM, INC. 0 3 3 12DPI-TELECONNECT, L.L.C. 1 0 1 7DSLI 0 0 0 2EASY TELEPHONE SERVICES COMPANY 18 1 19 32ENHANCED COMMUNICATIONS NETWORK, INC. 0 0 0 1EVERYCALL COMMUNICATIONS, INC. 0 0 0 4EXCEL TELECOMMUNICATIONS 0 0 0 1EXPRESS PHONE SERVICE 1 0 1 7FIRST COMMUNICATIONS, LLC 0 0 0 1FLATEL, INC. 0 0 0 6FLORIDA TELEPHONE SERVICES, LLC 0 0 0 3FRONTIER COMMUNICATIONS OF AMERICA, INC. 0 0 0 1GRANITE TELECOMMUNICATIONS, LLC 0 0 0 1HIGH TECH COMMUNICATIONS 0 0 0 5INTELLICALL OPERATOR SERVICES, INC. 0 0 0 1ISN TELCOM 0 0 0 1ITS TELECOMMUNICATIONS SYSTEMS, INC. 0 0 0 1KNOLOGY OF FLORIDA, INC. 0 0 0 2LEVEL 3 COMMUNICATIONS, LLC 1 0 1 7LIFECONNEX TELECOM, LLC 0 0 0 12PAETEC BUSINESS SERVICES 0 0 0 1PAETEC COMMUNICATIONS, INC. 1 3 4 10

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Complaints Logged

Y-T-D


Competitive Local Exchange Telephone Companies


POWERNET GLOBAL COMMUNICATIONS, INC. 0 0 0 2PRIMECAST 0 1 1 2QWEST COMMUNICATIONS COMPANY, LLC 0 0 0 1SH SERVICES LLC 0 0 0 1SKYNET360, LLC 0 0 0 1SOUTHERN TELCOM NETWORK, INC. 0 1 1 1SPRINT COMMUNICATIONS COMPANY LIMITED PARTNERSHIP 0 0 0 1STS TELECOM 0 0 0 1STS TELECOM, LLC 0 0 0 5SUPRA TELECOMMUNICATIONS AND INFORMATION SYSTEMS, INC. 0 0 0 1TELEDIAS COMMUNICATIONS, INC. 0 0 0 2THINK 12 CORPORATION D/B/A HELLO DEPOT 0 0 0 4TRANS NATIONAL COMMUNICATIONS INTERNATIONAL, INC. 0 0 0 1VARTEC TELECOM, INC. 0 0 0 1VERIZON ACCESS TRANSMISSION SERVICES 0 2 2 11WINDSTREAM NUVOX INC. 3 1 4 31XO COMMUNICATIONS SERVICES, INC. 0 1 1 12

37 14 51TOTALS** 355


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Complaints Logged

Y-T-D


Long Distance Telephone Companies


ADMA TELECOM, INC. 0 0 0 1AFFINITY 4 0 0 0 1AMERICA NET, LLC 2 0 2 13AMERICATEL CORPORATION 0 0 0 6ANGLES COMMUNICATION SOLUTIONS 0 0 0 1AT&T 0 3 3 53AT&T LONG DISTANCE SERVICE 2 4 6 88BANDWIDTH.COM CLEC, LLC 0 0 0 1BIRCH COMMUNICATIONS, INC. 1 0 1 4BLUERIDGE TELECOM SYSTEMS 0 0 0 1BRIGHT HOUSE NETWORKS INFORMATION SERVICES (FLORIDA), LLC 0 0 0 1CENTURYLINK COMMUNICATIONS 0 0 0 4CENTURYLINK LONG DISTANCE 0 0 0 2CLEAR WORLD COMMUNICATIONS CORPORATION 0 0 0 5COMMUNICATION TELEFONICAS LATINAS CORP 0 0 0 1COMTECH 21, LLC 0 0 0 1CONSUMER ACCESS 0 0 0 1CONVERGIA, INC. 0 0 0 1CORRECTIONAL BILLING SERVICES 0 0 0 8CRISTEL TELECOM, L.L.C. 0 0 0 1CUSTOM TELECONNECT, INC. 0 0 0 15DELTACOM, INC. 0 0 0 2DPI TELECONNECT, L.L.C. 0 0 0 1ECG 0 0 0 1ENHANCED SERVICES BILLING, INC. 0 5 5 19EXCEL TELECOMMUNICATIONS 0 0 0 4FAIRPOINT CARRIER SERVICES, INC. 0 0 0 1FIRST COMMUNICATIONS, LLC 0 0 0 6GLOBAL CROSSING TELECOMMUNICATIONS, INC. 0 0 0 2GLOBAL TEL*LINK CORPORATION 0 2 2 27GRANITE TELECOMMUNICATIONS, LLC 0 0 0 1GT TELECOMM 0 0 0 1HBS BILLING SERVICES COMPANY 0 0 0 1ICSOLUTIONS 0 0 0 2IDC TELECOMMUNICATIONS 0 0 0 1

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Complaints Logged

Y-T-D




IDT AMERICA, CORP. 0 0 0 2ILD TELESERVICES 0 3 3 41INFINITY NETWORKS, INC. 0 0 0 3INTELLICALL OPERATOR SERVICES, INC. 0 0 0 5ITI INMATE TELEPHONE, INC. 0 0 0 1KNOLOGY OF FLORIDA, INC. 0 0 0 1LDC TELECOMMUNICATIONS, INC. 0 0 0 1LEGACY LONG DISTANCE INTERNATIONAL, INC. 0 2 2 9LIFECONNEX TELECOM, LLC 0 0 0 1NET ONE INTERNATIONAL, INC. 0 0 0 1NETWORK SERVICE BILLING, INC. 0 0 0 1NUVOX 0 0 0 4ONELINK COMMUNICATIONS, INC. 1 0 1 2OPERATOR ASSISTANCE NETWORK 0 1 1 12OPTIC INTERNET PROTOCOL, INC. 0 0 0 75PAETEC COMMUNICATIONS, INC. 0 0 0 2PHONE XP, L.L.C. 1 0 1 1PIONEER TELEPHONE, INC. 0 1 1 1PRIMO COMMUNICATIONS INC 0 0 0 1PRIMUS TELECOMMUNICATIONS, INC. 0 0 0 3PUBLIC COMMUNICATIONS SERVICES, INC. 0 0 0 1QUASAR COMMUNICATIONS OF TEXAS CORPORATION 2 0 2 8QWEST COMMUNICATIONS COMPANY, LLC 0 0 0 6SILV COMMUNICATION INC. 1 0 1 8SPOT TALK 0 0 0 1SPRINT 0 0 0 8STI PREPAID, LLC 1 0 1 4T-NETIX TELECOMMUNICATIONS SERVICES, INC. 0 0 0 2TCG SOUTH FLORIDA 0 0 0 1TELECOM WORLDWIDE SOLUTIONS, INC. 0 0 0 1TELEDIAS COMMUNICATIONS, INC. 0 0 0 3TELEFONICALATINA 0 0 0 1TELENATIONAL COMMUNICATIONS, INC. 0 0 0 1TELEUNO, INC. 0 0 0 2TOTAL CALL INTERNATIONAL, INC. 0 0 0 1

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Complaints Logged

Y-T-D




UNI-TEL COMMUNICATIONS GROUP, INC. 0 0 0 1UNION TELECOM 0 0 0 1UNITED TELECOM INC. 0 0 0 11USA DIGITAL COMMUNICATIONS, INC. 0 0 0 1VARTEC TELECOM AND CLEAR CHOICE COMMUNICATIONS 0 0 0 1VERIZON BUSINESS SERVICES 0 0 0 15VERIZON LONG DISTANCE LLC 0 3 3 13VERIZON SELECT SERVICES INC. 0 0 0 1WILTEL COMMUNICATION, LLC 0 0 0 1XO COMMUNICATIONS SERVICES, INC. 0 0 0 4ZEN PREPAID, LLC 0 0 0 1ZERO PLUS DIALING 1 0 1 7ZERO PLUS DIALING, INC. 0 1 1 1

12 25 37TOTALS** 551


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Complaints Logged

Y-T-D


Pay Telephone Companies


COMMERCIAL PAY PHONES, INC. 0 0 0 1EMBARQ PAYPHONE SERVICES, INC. 0 0 0 1GLOBAL TEL*LINK CORPORATION 0 0 0 4GORAN DRAGOSLAVIC D/B/A FIRST AMERICAN TELECOMMUNICATIONS 0 0 0 1PACIFIC TELEMANAGEMENT SERVICES 0 0 0 2PAY TEL COMMUNICATIONS, INC. OF THE SOUTHEAST 0 0 0 1SOUTHEAST PAYPHONES, INC. 1 0 1 2STERLING PAYPHONES, LLC 0 0 0 1TRITEL, INC. 0 0 0 1WATERVILLE COMMUNICATIONS, INC. 0 0 0 1

1 0 1TOTALS** 15


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Complaints Logged

Y-T-D


Water & Wastewater Companies


ALAFAYA UTILITIES, INC. 0 1 1 7AQUA UTILITIES FLORIDA, INC. 0 4 4 20AQUA UTILITIES FLORIDA, INC. 3 1 4 32AQUA UTILITIES FLORIDA, INC. 4 1 5 15AQUA UTILITIES FLORIDA, INC. 2 0 2 8AQUA UTILITIES FLORIDA, INC. 1 0 1 3AQUA UTILITIES FLORIDA, INC. 2 0 2 2AQUA UTILITIES FLORIDA, INC. 0 0 0 5AQUA UTILITIES FLORIDA, INC. 0 0 0 17AQUA UTILITIES FLORIDA, INC. 0 0 0 4AQUA UTILITIES FLORIDA, INC. 0 0 0 3AQUA UTILITIES FLORIDA, INC. 0 0 0 8AQUA UTILITIES FLORIDA, INC. 0 0 0 6AQUA UTILITIES FLORIDA, INC. 0 0 0 2AQUA UTILITIES FLORIDA, INC. 0 0 0 1AQUA UTILITIES FLORIDA, INC. 0 0 0 8AQUA UTILITIES FLORIDA, INC. 0 0 0 1AQUA UTILITIES FLORIDA, INC. 0 0 0 1BIMINI BAY UTILITIES CORPORATION 0 1 1 10BLACK BEAR RESERVE WATER COMPANY, INC. 0 0 0 1CEDAR ACRES INC 0 0 0 4COLONY PARK UTILITIES, INC. 0 0 0 1COMMERCIAL UTILITIES, DIVISION OF GRACE AND COMPANY, INC. 0 0 0 1COUNTY-WIDE UTILITY CO., INC. 0 0 0 1CRESTRIDGE UTILITY CORPORATION 0 0 0 1CYPRESS LAKES UTILITIES, INC. 0 1 1 2EAST MARION SANITARY SYSTEMS, INC. 0 0 0 5FOUR POINTS UTILITY CORPORATION 0 2 2 14GOLD COAST UTILITY CORP. 0 0 0 3GRENELEFE RESORT UTILITY, INC. 0 0 0 1HEATHER HILLS ESTATES 0 0 0 4HOLMES UTILITIES, INC. 0 0 0 1KINCAID HILLS WATER COMPANY 0 0 0 1LABRADOR UTILITIES, INC. 0 0 0 2LAKE UTILITY SERVICES, INC. 0 0 0 2LAKE UTILITY SERVICES, INC. 0 0 0 4

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Complaints Logged

Y-T-D


Water & Wastewater Companies


LIGHTHOUSE UTILITIES COMPANY, INC. 0 0 0 2LINDRICK SERVICE CORPORATION 0 0 0 5MARION UTILITIES, INC. 0 0 0 1MOBILE MANOR WATER COMPANY, INC. 0 0 0 1NEIGHBORHOOD UTILITIES, INC. 0 0 0 2NI FLORIDA, LLC 0 0 0 9NORTH BEACH UTILITIES, INC. 0 0 0 1O&S WATER COMPANY, INC. 0 0 0 4ORCHID SPRINGS DEVELOPMENT CORPORATION 0 0 0 1PARKLAND UTILITIES, INC. 0 0 0 1PEOPLES WATER SERVICE COMPANY OF FLORIDA, INC. 0 1 1 8PINECREST RANCHES, INC. 0 0 0 1PLACID LAKES UTILITIES, INC. 0 0 0 1PLURIS WEDGEFIELD, INC. 0 0 0 27RAINBOW SPRINGS UTILITIES, L.C. 0 1 1 2RESIDENTIAL WATER SYSTEMS, INC. 0 0 0 1ROYAL UTILITY COMPANY 0 0 0 2SANLANDO UTILITIES CORPORATION 0 0 0 2SOUTHLAKE UTILITIES, INC. 0 0 0 1SUNRISE UTILITIES, LLC 0 0 0 4SUNSHINE UTILITIES OF CENTRAL FLORIDA, INC. 1 0 1 2TLP WATER, INC. 0 0 0 2UTILITIES, INC. OF FLORIDA 0 1 1 8UTILITIES, INC. OF FLORIDA 0 0 0 11UTILITIES, INC. OF LONGWOOD 0 0 0 1UTILITIES, INC. OF PENNBROOKE 0 0 0 1UTILITY CORPORATION OF FLORIDA, INC. 0 0 0 1WATER OAK UTILITY 0 0 0 1WEST LAKELAND WASTEWATER, INC. 0 0 0 2

13 14 27TOTALS** 306


14

Cases Resolved - November 2010

Unauthorized Additional Telephone Service Charges

Month Year-To-Date

"Cramming"

AMERICATEL CORPORATION 0 1AT&T FLORIDA 3 31AT&T LONG DISTANCE SERVICE 0 1CENTURYLINK 0 8CENTURYLINK COMMUNICATIONS 0 1CONSUMER ACCESS 0 1CUSTOM TELECONNECT, INC. 0 1ENHANCED SERVICES BILLING, INC. 3 12HBS BILLING SERVICES COMPANY 1 1ILD TELESERVICES 3 25INTELLICALL OPERATOR SERVICES, INC. 0 1INTELLICALL OPERATOR SERVICES, INC. 0 1LEGACY LONG DISTANCE INTERNATIONAL, INC. 0 2OAN SERVICES OF FLORIDA, INC. D/B/A OPERATOR ASSISTANCE NE 0 8SILV COMMUNICATION INC. 1 1VERIZON FLORIDA LLC 1 4ZERO PLUS DIALING 0 1

12TOTALS* 100

*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.

15


Unauthorized Telephone Service Charges

Month Year-To-Date

"Local Slamming"

AMERICA NET, LLC 2 10AMERICAN DIAL TONE, INC. 0 5AT&T FLORIDA 1 13BIRCH COMMUNICATIONS, INC. 1 1BRIGHT HOUSE NETWORKS INFORMATION SERVICES (FLORIDA), LLC 1 3BUDGET PHONE 0 2COMCAST PHONE OF FLORIDA, LLC D/B/A COMCAST DIGITAL PHONE 0 5COMMUNICATION TELEFONICAS LATINAS CORP 0 1DPI TELECONNECT, L.L.C. 0 1DPI-TELECONNECT, L.L.C. 0 4EASY TELEPHONE SERVICES COMPANY 18 24ENHANCED COMMUNICATIONS NETWORK, INC. 0 1EXCEL TELECOMMUNICATIONS 0 2EXPRESS PHONE SERVICE 1 1FLATEL, INC. 0 1LEVEL 3 COMMUNICATIONS, LLC 0 2MCIMETRO ACCESS TRANSMISSION SERVICES LLC D/B/A VERIZON AC 0 1NETWORK SERVICE BILLING, INC. 0 1OPTIC INTERNET PROTOCOL, INC. 0 70PRIMO COMMUNICATIONS INC 0 1QUASAR COMMUNICATIONS OF TEXAS CORPORATION 2 6SILV COMMUNICATION INC. 1 7TELEDIAS COMMUNICATIONS, INC. 0 1THINK 12 CORPORATION D/B/A HELLO DEPOT 0 1UNITED TELECOM INC. 0 9VARTEC TELECOM AND CLEAR CHOICE COMMUNICATIONS 0 1VERIZON FLORIDA LLC 0 1

27TOTALS* 175


16


Unauthorized Telephone Service Charges

Month Year-To-Date

"Long Distance Slamming"

AT&T 0 5AT&T LONG DISTANCE SERVICE 1 13BIRCH COMMUNICATIONS, INC. 1 1BLUERIDGE TELECOM SYSTEMS 0 1CLEAR WORLD COMMUNICATIONS CORPORATION 0 3CONVERGIA, INC. 0 1CUSTOM TELECONNECT, INC. 0 1ENHANCED SERVICES BILLING, INC. 0 1GLOBAL CROSSING TELECOMMUNICATIONS, INC. 0 1GLOBAL TEL*LINK CORPORATION 0 2IDC TELECOMMUNICATIONS 0 1ILD TELESERVICES 0 5INTELLICALL OPERATOR SERVICES, INC. 0 1NET ONE INTERNATIONAL, INC. 0 1OAN SERVICES OF FLORIDA, INC. D/B/A OPERATOR ASSISTANCE NE 0 2ONELINK COMMUNICATIONS, INC. 1 2PRIMUS TELECOMMUNICATIONS, INC. 0 1QWEST COMMUNICATIONS COMPANY, LLC 0 5SPRINT 0 3TCG SOUTH FLORIDA 0 1TELEDIAS COMMUNICATIONS, INC. 0 3TELENATIONAL COMMUNICATIONS, INC. 0 1TELEUNO, INC. 0 1VERIZON BUSINESS SERVICES 0 2VERIZON LONG DISTANCE LLC 0 2XO COMMUNICATIONS SERVICES, INC. 0 1ZERO PLUS DIALING 1 4

4TOTALS* 65


17

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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