CenturyLink could face one of UTC's largest fines over complaints, quality of service

Staff from the Utilities and Transportation Commission is recommending that CenturyLink Communications LLC be fined $15,567,770 for consumer complaints and poor quality of service.

This is one of the largest penalties ever recommended by UTC staff, according to a news release from the commission.

CenturyLink is the largest local telephone company in Washington, serving approximately 650,000 residential and business lines. The UTC regulates the rates and services of telecommunications companies, investor-owned electric utilities, natural gas and water companies, and more.

The recommendation comes from the UTC's Consumer Protection staff and is not the view of the commissioners. It discusses a staff investigation that commissioners have not yet reviewed. Staff are recommending the commission issue a formal complaint and impose the penalties against CenturyLink.

Staff launched an investigation into CenturyLink following a "substantial increase in consumer complaints," according to the release. The investigation looked at the quality of service and the company's responsiveness to requests for information from commission staff.

Data on service quality, outages and interruptions from April 1, 2023, to March 12, 2024, was reviewed, as well as informal consumer complaints from March 13, 2024, to Jan. 1, 2025. During the investigation, staff documented a total of 1,663,664 violations.

State law allows public service companies that violate the law to be fined up to $1,000 per offense, according to the release. Each day the violation continues is considered a separate offense.

The commission will hold a virtual pre-hearing conference on this case at 9:30 a.m. April 30.

Breakdown of the recommended penalties

• Failing to provide services in a sufficient, prompt, and reasonable manner, and ensuring that equipment and facilities were in good condition and repair. Staff found 827,828 violations and recommended penalties of $7,183,285.
• Failing to provide adequate maintenance to ensure all facilities are in safe and serviceable condition, failing to immediately correct conditions, endangering continuity of service, and failing to promptly repair or replace broken, damaged, or deteriorated equipment. Staff found 827,828 violations and recommended penalties of $7,183,285.
• Failing to thoroughly investigate commission-referred complaints, report the results, and respond to urgent complaints within two business days and staff requests for additional information within three business days. Staff found 8,008 violations and recommended penalties of $1,201,200.

Penalties in the first two categories are based on an escalating methodology that includes the length of time violations existed and range from $5 to $100 per violation. A flat penalty of $150 for each violation is recommended for the third category.

Mark Molzen, Global Issues director with Lumen Technologies, said the company has received the complaint, and they're taking the matter seriously and will review it thoroughly.

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