PSC Orders FPL To Change Customer Service Tactic

TALLAHASSEE (CBS4) – South Florida residents who call Florida Power and Light to set up service will no longer have to listen to sales pitches while they wait to have their order confirmed.

On Tuesday the Public Service Commission ordered FPL to change its customer service script.

Currently new customers are told to hold for a "confirmation number."  They are then transferred to FPL Energy Services, an affiliate company, where representatives try to sell services such as surge protection and appliance insurance.

The new script will give customers a choice whether to be transferred and lets them know the affiliated company is unregulated.

Also on Tuesday, the commission agreed there's no need for FPL to charge for future nuclear decommissioning. A new study shows FPL doesn't need additional money from consumers now to cover the $7.8 million it will cost to decommission four reactors between 2032 and 2036.

FPL serves 4.5 million customers in South Florida and on the east coast.

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