Frequently Asked Questions (FAQs)

Use the links below to jump down to the desired category of FAQs.

FAQs about the Office of Public Counsel

Q. Who pays for the Office of Public Counsel?

A. Public Counsel is funded by general revenue. You do not pay for Public Counsel through your utility bill.

Q. Does the Public Counsel work for the Florida Public Service Commission (FPSC)?

A. Absolutely not. The Office of Public Counsel is not accountable in any way to the FPSC and is independent of the FPSC.

Q. If the FPSC establishes a policy or rule, can the Public Counsel argue against that rule?

A. Yes. Under Florida law, the Public Counsel can urge any position which he or she deems to be in the public interest, whether consistent or inconsistent with positions previously adopted by the commission or the counties

Q. Who does the Public Counsel work for?

A. The Public Counsel works for the Citizens of the State of Florida through the Committee on Public Service Commission Oversight—a joint Committee of the Florida House and Senate.

Q. Is the Public Counsel the same as the Public Defender?

A. No. The Public Defender represents the criminally accused; the Public Counsel appears in utility cases.

Q. Under what statutory authority does the Office of Public Counsel exist?

A. Section 350.0611 of the Florida Statutes.

Q. Does the Public Counsel represent the citizens of Florida against all utilities?

A. No. The Public Counsel only represents citizens in utility cases over which the FPSC has jurisdiction. The FPSC has no jurisdiction over municipally (city or county) owned utilities and very little over electric cooperatives. Public Counsel authority is slightly different in water and wastewater utilities. If you have a question regarding Public Counsel authority in water and wastewater utilities, you should either click on the 'contact' button at the top of this page, or call us us toll-free at 1-800-342-0222.

Q. I live in a county in which the FPSC has no water and wastewater jurisdiction. Does Public Counsel have authority in my county.

A. Yes. Public Counsel's authority in water and wastewater extends into counties where the FPSC has no jurisdiction.

Q. Can the Public Counsel appeal decisions of the FPSC?

A. Yes. Public Counsel can appeal decisions of the FPSC to the appellate courts of our state and sometimes does.

Q. My utility has asked the FPSC for a rate increase. How do I get the Public Counsel involved?

A. You should either click on the 'contact' button at the top of this page, or call us toll-free at 1-800-342-0222. The Public Counsel routinely intervenes in large utility cases. However, in smaller cases, especially in water and wastewater cases, Public Counsel involvement is upon the request of customers. If you believe the Public Counsel should become involved in ANY case, you should contact our office.

Q. What is the size of the Office of Public Counsel?

A. The Office of Public Counsel is currently composed of fifteen positions, six of which are experienced members of the Florida Bar. The office also includes legislative analysts who are experienced in utility matters, as well as administrative support staff.

Q. Does the Office of Public Counsel retain outside expertise?

A. Yes. The Office of Public Counsel occasionally retains expert analysis and testimony where the complexity of the case and resources justify.

Q. Where is the Office of Public Counsel located?

A. The office is in the Claude Pepper Building in Tallahassee.

Q. We would like the Public Counsel or a member of his or her team to appear before our civic association. How can we contact the Public Counsel for this purpose?

A. You should either use the contact form on this site, or call us toll-free at 1-800-342-0222.

FAQs about the Lifeline and Link-Up Florida Programs

Q. What does 'LL' mean?

A. 'LL' as it is used in these FAQ's refer to the Lifeline and Link-Up programs.

Q. What is the Lifeline program?

A. Lifeline is a program by which low-income households can apply to receive a credit on their monthly telephone bills. A credit means that you receive some help paying your telephone bill.

Q. Do I have to apply for a credit every month?

A. No. You have to apply no more than once a year. After that, you may be contacted by us or the telephone company to establish whether you are still eligible for Lifeline.

Q. I receive food stamps or other assistance from the government. How do I apply for Lifeline assistance?

A. If you participate in the Food Stamp program, LIHEAP, TANF, Medicaid, Public Housing and Section 8, SSI, National School Lunch Program’s free lunch program, or the Bureau of Indian Affairs Programs, you should apply through your telephone company for Lifeline assistance; or contact the Florida Public Service Commission at http://www.psc.state.fl.us/utilities/telecomm/lifeline/. Also, make sure you read the next question below.

Q. I don't receive any assistance from the government, but I believe my income is lower than 150% of the federally established poverty level. How do I apply for an LL credit?

A. You send an application to the Office of Public Counsel.

Q. What is the Link-Up program?

A. It is a program by which you may be eligible to receive a credit (help) on your initial connection and installation of your telephone. Some people call this a hook-up charge.

Q. How do I establish my eligibility for Link-Up and who do I apply to?

A. The same way you apply to get Lifeline. You apply to either the telephone company or to this office as appropriate.

Q. I just got a letter from your office saying that I have qualified for LL. Should I call the telephone company now that I have been approved for the LL credit?

A. No, the Office of Public Counsel will inform your telephone company of your eligibility to receive the LL credit.

Q. Does the LL credit appear on the bill as a $13.50 credit?

A. No, telephone companies usually show the credit as $5.25 Federal credit; $1.75 State credit; and $6.50 SLC credit.

Q. How long before I see the credit on my phone bill?

A. You should see the credits on your bill within 30 to 60 days.

Q. Are retirement/nursing home/assisted living households eligible for LL?

A. Yes, if the resident is head of household and has telephone service in their name.

Q. My parent or child has a telephone in their room and the service is in their name. Are they eligible for LL?

A. No, the parent or child is not head of the household.

Q. How do I document my income?

A. Any credible, preferably official document will suffice. A complete list of documents is on the Lifeline page.

Q. Do prepaid telephone service providers participate in the LL program?

A. Currently, just Tracfone.

Q. What telephone companies currently participate in the LL program?

A. Current participants in this program are:

Alltel Wireless
American Dial Tone
AT&T (formerly BellSouth)
Budget Phone, Inc.
CenturyLink
Frontier Communications
GT Com
ITS Telecommunications Systems
Knology, Inc.
Midwestern Communications
NEFCOM
Nextel
Nexus Communications
Smart City Telecom
Sprint-PCS
TDS Telecom
Verizon
Windstream

Some other providers do have low income programs of their own, so if you are not served by one of the companies listed above, check with your provider.

Q. I qualify for LL but I have an unpaid bill with the telephone company. What should I do?

A. You should make arrangements with the company to pay the outstanding bill but you should continue to apply for LL if you believe you are otherwise eligible.

Q. I have a calling plan. Can I still receive LL credit?

A. It depends on the calling plan. Some calling plans will disqualify you for LL. You should determine whether a plan will disqualify you BEFORE you sign up for it by asking your phone company whether it will.

Q. Are cellular telephone customers eligible for LL?

A. Yes, but not all cellular companies participate in the program. Check with your service provider.

Q. My telephone was installed recently. Am I still eligible for Link-Up credit?

A. It depends on which carrier you're with. Contact your service provider.

Q. The phone is in my deceased spouse's name. Do I have to put the service in my name?

A. You need to contact the company to have your name added to the account at no charge. You can request that the telephone number remain listed under your deceased spouse's name if you wish.

Q. I am not with AT&T, CenturyLink, or Verizon but my company goes through Verizon for billing, am I eligible for LL?

A. It depends. If the company you are with has a LL program you must respond to their qualifications for eligibility. If the company will accept a faxed approval from the Public Counsel, we will make it available to them.

Q. I understand that I may be eligible if my income is less than 150% of the U.S. poverty guidelines. What are these guidelines?

A. Consult the table of U.S. Poverty Guidelines is on the Lifeline page.

Q. Does income mean Gross or Net?

A. Gross, including any social security benefits

Q. We live off of investment income which totals less than the annual income criteria for a two-person household. Are we still eligible for Lifeline?

A. Yes, if it is the total household income from all sources.

Q. How are assets counted in my eligibility?

A. They are not counted. Income generated or earned from assets is counted, Assets are not.

Q. Why must I have a telephone plan with features I can not use and do not need?

A. You don't. Lifeline is a reduction in the basic service charge. Basic service does not require you to purchase additional features. You can get LL without buying any fancy services.

Q. Are minor children receiving social security or other benefits eligible for LL?

A. No. Minor children are not heads of household. Only the head of household is eligible for LL credit. Note that minor children, whether or not they are receiving social security or other benefits, count toward the size of the household.

Q. Can I keep my call waiting and call forwarding, etc.?

A. Generally, yes. If you have not subscribed to a package, calling plan or bundled service that affects your right to LL. ALWAYS determine whether any service you take will affect your right to LL BEFORE you sign up for the plan!

Q. If I get LL, can I still make long distance calls?

A. LL does not have an effect on your ability to make local or long distance calls. LL is only a reduction in the basic service charge.

Q. I am a student; my income is loans, grants, and scholarships. Am I eligible for LL?

A. Yes, if you are an independent student. If you are a dependent on your parent's income tax return, you would not be eligible for LL. Remember that in order to qualify for LL, you must be a head of household.

Q. If I use a post office box as a mailing address, do I need to put the physical address of the telephone on the application?

A. Yes.

Q. Does applying for LL enroll me in other programs for low-income households?

A. No. For addresses to other programs, go to http://myflorida.custhelp.com.