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Florida State Seal State of Florida
Public Service Commission


04/10/2007 Contact: 850-413-6482


TALLAHASSEE — The Florida Public Service Commission (PSC) today directed Verizon Florida LLC (Verizon) to refund approximately $63,000 to the company’s customers. According to the results of a recent PSC service quality inspection, Verizon failed to issue rebates to thousands of qualified customers between June 1, 2005, and February 7, 2007.

“The Commission regularly conducts comprehensive service quality inspections of Florida’s regulated telecommunications carriers to ensure ratepayers are receiving safe, affordable, and reliable service,” said PSC Chairman Lisa Polak Edgar. “PSC staff work diligently to identify areas of concern for consumers and guide service providers Appropriately.”

As a part of the PSC service quality evaluation program, staff discovered that Verizon did not automatically issue rebates to customers who experienced more than 24 hours of interrupted service. Verizon’s subsequent investigation revealed a number of factors contributed to the missed rebates, including programming and human errors. 

At the PSC’s direction, Verizon has corrected the software errors and retrained its employees. Commissioners today approved the company’s refund proposal, which is estimated to take six months to complete. Verizon will begin issuing the credits during the first billing cycle in April 2007. Based on the average credit per customer, Verizon estimates the total refund amount to be approximately $63,000.  Verizon will report the actual total of the rebates in its final report to be submitted to the PSC by November 15, 2007. 

         The PSC is committed to making sure that Florida's consumers receive their electric, natural gas, telephone, water, and wastewater services in a safe, affordable, and reliable manner. 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.

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