Consumer Affairs Branch
Consumer Contacts Statistics Regarding Limited-English-Proficient (LEP) Consumers
Complaints and Inquiries About Telecommunications Providers Received In Languages Other Than English
The Consumer Affairs Branch (CAB) of the California Public Utilities Commission (CPUC) is responsible for assisting consumers in answering questions and resolving disputes with their utility providers.
Many questions and complaints are received in CAB in languages other than English. The CPUC requires that a record be kept of these contacts and that the information be posted on this webpage.
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Link to Data
Complaints and Inquiries Made to CAB in Languages Other Than English
Annual data can be found in the following links:
Data Tables in Excel format: 2009, 2010, 2011, 2012, 2013, 2014, 2015
Data Tables in PDF format: 2009, 2010, 2011, 2012, 2013, 2014, 2015
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Explanation of Data
The data in the tables provided by CAB are a compilation of informal consumer complaints and inquiries, which taken together are called "contacts". These contacts to CAB concern individual telephone companies. The tables report only the contacts that were made to CAB in languages other than English.
The data in Table One provides a tool for comparing telecommunications carriers of varying sizes. The companies listed in the tables are organized in descending order, starting with the company that has the highest ratio of Limited-English-Proficient (LEP) contacts to company size, as explained by the following:
- The data in the column titled “Contacts per 100,000 Access Lines (or equivalent)” represent the relationship between the number of LEP contacts that CAB received about a telephone company and the size of the telephone company.
- The abbreviations in the column titled “Utility Type” indicate the type of telephone company. These types are defined in the Utility Type Definition Table.
- The columns titled “Percentage of Complaints” and “Percentage of Inquiries” represent the percentages of LEP complaints and LEP inquiries, respectively, out of the total number of LEP contacts for each telephone company.
In some instances, carriers were non-responsive to CAB's request for data required to normalize the LEP contacts per 100,000 access lines. These carriers are listed in Table Two and organized in descending order, starting with the carrier that has the highest number of actual LEP contacts. These contacts are not normalized to reflect the size of the company or ratio of LEP contacts.
1. CAB contacts include both informal complaints and inquiries (questions).
2. Consumers are first advised to contact their telephone company regarding any problems or questions about their services or bills before contacting CAB for assistance.
3. Informal Complaints to CAB are not always resolved in favor of the consumer.
4. The CPUC is providing the information in the tables to assist consumers. The CPUC does not endorse or recommend one Telephone Company over another.
5. In addition to looking at the information in the tables, consumers also should do their own research before making decisions to purchase specific telecommunications products and services.
6. The data has not been disaggregated to separately report LEP contacts for services delivered over IP platforms.
 In Decision D.08-10-016, the California Public Utilities Commission required its Consumer Affairs Branch (CAB) to place data on the CPUC website about contacts with consumers who communicate in languages other than English. The CPUC uses the term “Limited-English-Proficient (LEP)” to describe this group of consumers. This web page provides the data on contacts with CAB by LEP consumers.