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CONSUMER ACTIVITYREPORTAugust 2020Data Compiled on: 9/8/2020
Table of ContentsConsumer Activity OverviewCases by IndustryComplaints by CountyElectric Companies - Complaint ActivityGas Companies - Complaint ActivityLifeline - Complaint ActivityFlorida Relay - Complaint ActivityPay Telephone Companies - Complaint ActivityWater and Wastewater Companies - Complaint ActivityDefinitionsConsumer Access to theFLORIDA PUBLIC SERVICE COMMISSIONIf you have questions about regulated utility services, you may:* CALL the office of Consumer Assistance & Outreach 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: contact@psc.state.fl.us* Or WRITE to:Florida Public Service CommissionOffice of Consumer Assistance & Outreach2540 Shumard Oak BoulevardTallahassee, Florida 32399-085012345678911
Consumer Activity OverviewAugust 2020Complaints Received & Entered into CATSElectricGasLifeLineRelayPay ted Company Complaints r00000Telephone Transfer-Connects (Calls Transferred to waterE-Transfers (E-mails sent to Utilities from the PSC Web Cases Received / Closed Under 3 Day onsumer Contacts Received & Entered into CATS.11711610036360009393000Total New Cases Received & Entered into CATSCases Were 0350119872340Consumer Contact10191595601987Total Cases121717110602340
Cases by IndustryAugust 2020ComplaintsLoggedElectricNatural GasTelecommunicationsLifelineRelayPay TelephoneWater & WastewaterNon-certificated Company Caseslogged**Telephone Transfer-Connects (CallsTransferred to Utilities)E-TransfersCases Received & Closed by 3 DayRuleTotal81110PercentageConsumerPercentageof TotalContact Loggedof 1987100%000Information 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 acertificate with PSC.2
Complaints Received by CountyAugust an Palm BeachCases0241000402043130230Note: The counts listed as "N/A" are the cases their county name not availablee.g., complaints received by e-mail, telephone transfer-connects,non-Florida addresess,etc.3
Electric CompaniesComplaint Activity - August 2020Company NameService* Billing* Total Y-T-D17395623534762123811220851354305181379Duke EnergyFlorida Power & Light CompanyFlorida Public Utilities CompanyGulf Power CompanyTampa Electric CompanyTOTALS***Please see Definitions.**Does not include non-certificated complaints logged, complaints transferred via the telephone transfer-connect or etransfer process, or complaints logged and resolved under the three-day rule.4
Natural Gas CompaniesComplaint Activity - August 2020Company NameService* Billing* TotalFlorida City Gas314Florida Division of Chesapeake Utilities Corporation000Florida Public Utilities Company000Peoples Gas System257St. Joe Natural Gas Company, Inc.000TOTALS**5611Y-T-D101424140*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.5
Lifeline ComplaintsComplaint Activity - August 2020Company NameMonthCenturyLinkFrontier Florida LLCTOTALS**Y-T-D000**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.6415
Relay Service ComplaintsComplaint Activity - August 2020Company NameMonthTOTALS**Y-T-D0**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.70
Pay Telephone ComplaintsComplaint Activity - August 2020Company NameService* Billing* Total000TOTALS****Does not include non-certificated complaints logged, complaints transferred via the telephone transferconnect or e-transfer process, or complaints logged and resolved under the three-day rule.8Y-T-D0
Water & Wastewater CompaniesComplaint Activity - August 2020Company NameCentral Sumter Utility Company, LLCCharlie Creek Utilities, LLCCHC VII, Ltd.Coral Cay Water & Sewer CompanyCrestridge Utilities, LLCCrooked Lake Park Sewerage CompanyGator Waterworks, Inc.Grove Land Utilities, LLCHash Utilities, LLCHC Waterworks, Inc.Heather Hills Utilities, LLCHometown Canada Utility, Inc.Joyland Water SystemK W Resort Utilities Corp.Lake Talquin Water Company, Inc.Lakeside Waterworks. Inc.Lighthouse Utilities Company, Inc.Little Gasparilla Water Utility, Inc.LP Waterworks, Inc.Marion Utilities, Inc.Ni Florida, LLCOrange Land Utilities, LLCPark Water CompanyPeoples Water Service Company of Florida, Inc.Pluris Wedgefield, LLCRoyal Utility CompanySeminole Waterworks, Inc.Southlake Utilities, Inc.Southwest Ocala Utility, Inc.Sunny Shores Utilities, LLCService* Billing* 121111211311121141611132121211**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.9
Water & Wastewater Companies - ContinuedComplaint Activity - August 2020Company NameSunrise Water, LLCThe Woods Utility CompanyUtilities, Inc. of FloridaTOTALS**Service* Billing*00002064Total00210Y-T-D111767**Does not include non-certificated complaints logged, complaints transferred via the telephonetransfer-connect or e-transfer process, or complaints logged and resolved under the three-dayrule.10
DEFINITIONSBilling:A complaint concerning the amount a customer has been billed or any rule or tariff having todo 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 acomplaint or as Consumer Contact.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, thedisposal of which requires an investigation and/or analysis by PSC staff.Complaint Activity:The total number of complaints logged with regulated utilities or resolved within a givenperiod of time.Complaints Logged: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 inapparent violation or apparent nonviolation of PSC rules, company tariffs, or policies.Consumer Activity Tracking System (CATS):A database system that tracks complaints and Consumer Contact filed with the FloridaPublic Service Commission.Contact:A communication with the Commission either in writing(letter, fax, or e-mail), in person, orby telephone relating to a complaint or Consumer Contact that is handled by consumercomplaint staff. A contact may be logged into CATS as a new case or it may not be loggedas a new case because it is a follow-up to an existing case, is a misdialed call or the callerhangs up during the call.Consumer Contact:A form of case that involves providing facts, reference material or other data but does notinvolve 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 ofbilling concerns.Telephone Transfer Connect (Warm Transfer):A call to the PSC can be directly transferred to the utility in question, if the consumer hasnot yet expressed his concerns to that utility.11
Company Name Service*Billing* Total Y-T-D Florida City Gas 3 1 4 10 Florida Division of Chesapeake Utilities Corporation 0 0 0 1 Florida Public Utilities Company 0 0 0 4 Peoples Gas System 2 5 7 24 St. Joe Natural Gas Company, Inc. 0 0 0 1 TOTALS** 5 6 11 40 *Please see Definitions.
