The Pennsylvania Public Utility Commission (PUC) has granted final approval to a settlement addressing long-standing service issues with Frontier Commonwealth. This decision follows a formal complaint filed by the Pennsylvania Office of Consumer Advocate (OCA) and Office of Small Business Advocate (OSBA) against Frontier last year, citing unreliable service for residential and business customers.
Republican Leader Bryan Cutler (R-Lancaster), along with Representatives Tina Pickett (R-Bradford/Wyoming), Clint Owlett (R-Tioga/Bradford), Martin Causer (R-Cameron/McKean/Potter), Jonathan Fritz (R-Susquehanna/Wayne), and Joe Hamm (R-Lycoming/Sullivan), who represent numerous affected residents and businesses, issued a statement:
“For years, Frontier customers have dealt with horrible customer service as well as frequent and sometimes lengthy service outages that were, at best, inconvenient and, at worst, a threat to public health and safety. We are very glad to see Frontier finally being held accountable for its failures. While it never should have gotten to this point, we applaud the consumers who spoke up to share their experiences and thank the OCA and OSBA for taking their complaints seriously and pursuing this case on their behalf.”
They further noted: “We are encouraged by the elements of the settlement that force Frontier to address system maintenance issues, including long-neglected wire centers and remote terminal batteries that help ensure continued service, as well customer service concerns, including staffing levels and a new consumer hotline. These are the sorts of steps needed to help ensure customers of Frontier Commonwealth get the kind of service they need and deserve well into the future.”
Pennsylvania Consumer Advocate Patrick Cicero commented on the PUC’s decision: “I am pleased with the commission’s actions to approve the settlement, which brings much-needed relief to customers in terms of more than $100 million in capital spending, customer refunds and accountability. While no settlement achieves all goals, this is a good settlement for Pennsylvania consumers in the Northern Tier. I am grateful for the cooperation and support that my office received in this case from state representatives. They were champions of their constituents, and this case was a success because of their support.”
NazAarah Sabree, Pennsylvania Small Business Advocate stated: “I applaud the Pennsylvania Public Utility Commission as well as our state legislators in recognizing the necessity of small businesses having phone and internet services to conduct business. Any delay in service equates to a loss of revenue. Our primary mission is to represent the interests of small businesses across the Commonwealth. With this settlement approval, Frontier’s commercial consumers will not only receive compensation for past service outages and a rate cap on future charges but also have security when conducting business going forward.”
Under terms outlined in the settlement agreement, eligible customers may receive credits or refunds based on past or future telephone or internet service issues. Additionally, Frontier must invest over $100 million in capital expenditures within its territory; address staffing concerns specifically in Northern Tier; identify problematic wire centers; publicize its medical certification process; account for remote terminal batteries; develop maintenance plans; report metrics related to service quality; provide rate caps for small business customers; establish a consumer hotline.
