for Reliability Report - Public Service Commission

RELIABILITY RELATED CUSTOMER COMPLAINTS
Please see "Attachment H " for PEF's spreadsheet comparing PEF vs. PSC 2012 reliability-related
complaints.
a. Describe the five year patterns/trends in reliability-related customer complaints.
Progress Energy Florida receives its customer complaints from the FPSC via a variety of
methods (Formal Complaints, Courtesy Calls, Internet Transfers). The 5-year trend is
shown below with PEF reliability related complaint data:
Complaint Category
FPSC Formal (15 day/logged) complaints
2008
Yr End Total
2009 2010 2011 2012
Outages - Momentary 14 21 24 18 10
Outages - Frequent 62 35 46 21 29
Outages - Delay in Restoring 7 7 4 12 2
Voltage 3 9 2 4 0
Equipment/Facilities 13 15 7 12 9
Tree Trimming 9 11 10 11 8
Safety 9 1 2 1 0
Total 117 99 95 79 58*
* This number excludes complaints regarding street lights. The number shown on
"Attachment H" indicates 63 complaints which include those street light complaints.
In 2012, the Florida Public Service Commission (FPSC) logged 102 complaints using a
service reliability closure code. Ofthe 102 complaints logged by the FPSC, 48 were not
related to the service reliability category based on Progress Energy Florida 's (PEF)
records. Please see Attachment H for more details.
PEF logged 63 complaints under Power Quality & Reliability. Of the 63, 9 complaints
were not logged by the FPSC under Service Reliability Only Closure Code.
Of the 63 PEF logged complaints, 5 were identified under the Street Lights/Area Lights­
Repair category. The FPSC does not include "Street Lights " as a category under Service
Reliability, therefore, P EF removed these 5 complaints from the 63 complaints for
reporting purposes to the FPSC resulting in a total of 58 logged complaints. Please see the
chart above, as well as Attachment H for more details.
In 2012, the number of FPSC formal reliability-related complaints decreased for the fourth
year in a row and were the lowest they have been in 5 years.
38