D.C. Office of the People’s Counsel
Sandra Mattavous-Frye, People’s Counsel
1133 15th Street, NW, Suite 500 | Washington, DC 20005| www.opc-dc.gov
In response to consumer concerns throughout the District, on August 26, 2011, OPC filed a petition asking the DC Public Service Commission to convene a comprehensive review of Verizon DC’s quality of service. “We have received numerous complaints from consumers in Wards 4, 6, and other areas, including complaints forwarded to OPC from Council members’ offices relating consumer frustration with poor quality service and restoration response,” said People’s Counsel Sandra Mattavous-Frye.
Because consumer complaints about Verizon are wide ranging, OPC is requesting a formal investigation that broadly examines numerous service related issues including the causes and resolution of telephone service outages and the reported poor quality of telecommunications services. “By encouraging the Commission to use the full breadth of its statutory authority, I believe the investigation will be able to address the condition of the telephone system infrastructure in the city and identify the types of corrective actions necessary to enable the provision of safe and reliable service,” stated the People’s Counsel.
OPC will also ask the Commission to scrutinize Verizon’s efforts to resolve longstanding problems, such as whether Verizon is deliberately failing or refusing to adequately repair or upgrade infrastructure or service, Verizon’s efforts to compensate District ratepayers and consumers for losses sustained, and whether Verizon has sufficient manpower to address the problem. “OPC understands that thousands of consumers continue to rely on traditional landline telephones. The introduction of cellular service and FiOs services are welcome technology alternatives, however these services are not a one-size-fits-all communications solution,” said People’s Counsel Sandra Mattavous-Frye.
The People’s Counsel commented that “As the landline provider with the greatest access to District homes and businesses, I expect and the Commission must require a higher standard of Verizon. It is unfortunate that consumers must provide affidavits, and that a sitting Councilmember must weigh in seeking regulatory support, rather than have the option to communicate directly with the service provider to address their concerns. Based on comments to OPC, Verizon has been unresponsive to pleas from the community therefore we must seek Commission action if there is any hope of gaining relief for District of Columbia consumers.”
About the Office of the People’s Counsel
The Office of the People’s Counsel is an independent agency of the District of Columbia Government representing energy and telecommunications services consumers.