PSC Commences Audit of Frontier Communications

NEW YORK — The New York State Public Service Commission (Commission) today initiated a focused operations audit of Frontier Communications Parent. Inc. (Frontier) and directed New York State Department of Public Service (Department) staff to issue a request for proposals to select an independent consultant to conduct the audit.

“The audit we have launched will examine Frontier’s operations in New York State,” said Commission Chair Rory M. Christian. “The audit will examine customer operations, service quality, network reliability, facility transfers, and pole removals.”

Department staff has had ongoing concerns related to Frontier's service quality performance, network reliability, and how it has been failing to report ongoing problems to state regulators, as required. Frontier operates under a Commission-approved Open Market Plan (OMP); however, Frontier continues to miss the OMP's service quality performance thresholds and is, therefore, prohibited from issuing dividends.

The company has also allegedly failed to pay some of the resulting penalties to ratepayers or provide the required remedies in a timely fashion. Additionally, Frontier is lagging on attachment transfers to new utility poles and necessary pole removals, potentially delaying the expansion of broadband and wireless infrastructure throughout its service territory.

Frontier is a communications provider offering telecommunications and internet services to millions of consumers and businesses in 25 states, including New York State. The company serves approximately 107,000 access lines in New York, and operates in communities in and around the Finger Lakes, North Country, and Mid-Hudson regions.

Department staff recommended an audit be commenced to determine the extent to which service quality concerns are ongoing and to identify any necessary remedial measures to ensure the company provides customers with adequate service. Staff expects to return to the Commission at session in early 2025 to approve the selection of an independent consultant for the audit.

Today’s decision may be obtained by going to the Commission Documents section of the Commission’s Web site at www.dps.ny.gov and entering Case Number 24-C-0537 in the input box labeled "Search for Case/Matter Number". Many libraries offer free Internet access. Commission documents may also be obtained from the Commission’s Files Office, 14th floor, Three Empire State Plaza, Albany, NY 12223 (518-474-2500). If you have difficulty understanding English, please call us at 1-800-342-3377 for free language assistance services regarding this press release.

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