Florida Governmental Utility Authority [FGUA]

Dear Customer: Thank you for providing your comments concerning the Colonial Manor System-Wide System Outage for over 700 customers that was caused due to a Pasco County Road and Bridge representative breaking a water main while installing a new traffic sign along State Road 54 in June 2020. Please be advised that FGUA was not previously monitoring comments posted on the complaintsboard.com forum, and that e-mails on updates from complaintsboard.com were sent to an e-mail address that was not regularly monitored. As a result, as of February 2022, FGUA is responding to unaddressed comments as promptly as possible, and will be monitoring the page more frequently moving forward. The FGUA apologizes for any inconvenience experienced during the June 2020 Colonial Manor System-Wide Outage. Unfortunately, the FGUA experienced high call volume that overwhelmed our phone system. FGUA notification practices for outages that exceed 300 customers, which were reviewed by the Florida Department of Environmental Protection, permitted the FGUA to post outages and notices on the FGUA Outages and Notices Page website, and distribution of a Media Advisory to all local television media outlets, in lieu of door hangers. The FGUA has taken, and is taking new proactive measures to ensure all customers receive timely notification, with "spillover" measures that will now send phone calls in excess of the local Customer Service Office to other FGUA Customer Service Offices. Emergency After-Hours staff have been trained on recording immediate messages on large-scale outages for customers calling after regular business hours. We are also investigating "Reverse 911" options for texting, e-mailing, and calling customers when an outage occurs. We will be notifying our customers once that option becomes available. If you have any additional questions or comments, please feel free to submit them through our FGUA Website E-mail Comment Form at: https://www.fgua.com/support-center/contact-us/email/. Thank you, Matthew Rihs, FGUA Community Services Manager

Mr. Lane: Thank you for posting your comments on Complaintsboard.com. Please be advised that the FGUA does not regularly monitor concerns posted on this board. We have been made aware of customer posts following an e-mail from complaintsboard.com that was sent on February 1, 2022 to an e-mail inbox that was not previously routinely monitored. However, our Community Services Team, who act as the Customer Service Ombudsman for the utility, would be happy to assist you with your concern if it remains unaddressed. If that is the case, please fill out an e-mail comment form with your account information and details at the following web address: https://www.fgua.com/support-center/contact-us/email/. Sincerely, Matthew Rihs, FGUA Community Services Manager