The Florida Public Service Commission (PSC) recently confirmed that Embarq has provided $48,368 in refunds to 1,851 customers as directed by an agency order. Following the results of a recent service quality evaluation, the PSC ordered Embarq to issue credits and provide refunds to customers who experienced service problems between April 1, 2005 and June 30, 2006.
“The Commission remains a committed advocate for Florida’s consumers, directing Florida’s regulated utilities to provide services in a safe, affordable and reliable manner,” said PSC Chairman Lisa Polak Edgar. “Inspections of regulated telecommunications carriers help ensure that established service quality standards are met.”
Under Embarq’s current Service Guarantee Program (SGP), if the company fails to install a customer’s primary service on the date the customer and Embarq have agreed upon, Embarq will issue an automatic credit of $25 to the customer’s account. During the PSC’s service quality evaluation, staff determined Embarq missed installation commitments and failed to provide credits to more than 1,800 customers. Embarq later determined that the missing credits were the result of two system application errors that occurred during a system upgrade.
Embarq recently provided the PSC with documentation that the affected customers have received credits and refunds. Embarq contributed unclaimed credits to the Community Service Fund, which will be used to promote the Link-Up Florida and Lifeline Assistance programs for low-income Floridians.
The PSC regularly conducts inspections of its regulated telecommunications carriers to assure that established service quality standards are met. The PSC exercises regulatory authority over utilities in the areas of rate base/economic regulation; competitive market oversight; and monitoring of safety, reliability, and service.
For additional information, visit www.floridapsc.com.