RICHMOND — The State Corporation Commission (SCC) has
closed its six-year investigation and audit process to address errors and omissions
in the telephone directories of Verizon Virginia and Verizon South. The Commission
found that the terms of a 2007 settlement have contributed to significant improvements
in the quality of Verizon’s directories by substantially reducing the number of
errors and omissions in the directories.
The number of complaints to the SCC for directory listing errors and omissions has
dropped dramatically since the SCC investigation began in 2005. There were just
seven such complaints in 2010 compared to a high of 354 in 2004.
In addition, the SCC staff has conducted 80 directory audits over a four-year period.
There were no directory audit failures in 2009 and 2010. The audits ensured that
directories met a 99 percent accuracy rate. Of the 80 audits conducted since 2007,
there were four failures for which the company paid a $50,000 penalty for each directory
that failed to meet the accuracy rate.
As part of the settlement the Commission accepted in February 2007, almost $2 million
was distributed to affected customers under a corrective action plan for directory
errors and omissions. In addition, almost $370,000 was paid to customers as a result
of tariff revisions that increased significantly the bill credits available to customers
who experienced directory errors and omissions.
The Commission commended Verizon for working with the SCC staff in a cooperative
and joint effort to improve the quality of the company’s directories. It directed
the staff to continue to monitor the accuracy of Verizon’s directories to ensure
that widespread problems do not reoccur.
Case Number PUC-2005-00007