Press Release

PUC Weighs Settlement with Cavalier Telephone Co. Over Handling of Consumer Complaints

Published on 10/25/2007

Filed under: Telecommunications

HARRISBURG – The Pennsylvania Public Utility Commission (PUC) today issued for public comment a settlement with Cavalier Telephone Co. after an investigation into the company’s handling of informal consumer complaints.

The Commission voted 4-0 to issue for public comment on the settlement that includes a $2,900 civil penalty. Interested parties have 20 days from the entry of the Order to file comments.

The settlement notes that the company has implemented internal processes to ensure timely response to complaints and has made internal process changes such as revising suspension and termination notices including medical emergency notification, and changing the mailing dates for notices to ensure compliance with Commission regulations.

The settlement also provides that Cavalier has removed current charges from the notices; eliminated the process of soft blocking; implemented a process so that notices will not be issued when a dispute is pending and taken steps to correct other deficiencies.

Between Jan. 1 and Aug. 10, 2006, the Commission received 179 informal complaints about Cavalier from residential customers involving a variety of issues such as suspension, termination, billing and service disputes. The Commission’s Bureau of Consumer Services requested a report from the company on each complaint but experienced ongoing problems with the company’s failure to respond to the informal complaints.

On Feb. 6, 2007, the PUC’s independent prosecutory staff initiated an informal investigation into Cavalier alleging that the company had violated Commission regulations by failing to respond to informal complaints within 30 days, improperly suspending basic service and by failing to a negotiate payment agreement with customers who contacted the company after receiving a suspension notice.

The Pennsylvania Public Utility Commission balances the needs of consumers and utilities to ensure safe and reliable utility service at reasonable rates; protect the public interest; educate consumers to make independent and informed utility choices; further economic development; and foster new technologies and competitive markets in an environmentally sound manner. For recent news releases, or more information about the PUC, visit our Internet homepage www.puc.state.pa.us.

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Docket No. M-00072029

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