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 Complaint Scorecard

As a service to our regular clients, we also prepare and distribute specifically-tailored complaint information.  Typically, this report includes the following information

bulletThe number and types of complaints the PUCT received against your company in a month
bulletThe number and types of complaints the PUCT received against your "peer" companies each month
bulletThe number of complaints the PUCT closed each month and made a determination that your company (and your peer companies) violated PUCT rules

Reports typically include a PDF file summarizing the following information for all Retail Electric Providers and Transmission and Distribution Utilities:  

bulletnumber of complaints received by the PUCT each month by company name and complaint category;
bulletnumber of complaints received and investigated by the PUCT each month by company name and complaint category;
bulletnumber of complaints closed by the PUCT each month by company name and complaint category; and
bulletnumber of complaints closed by the PUCT each month with violation findings, by company name and complaint category.

In addition to the PDF file, the report also includes an Excel spreadsheet that provides specific, individual complaint details for your company's complaints that are identified in any of the summary tables presented in the PDF file.  The spreadsheet allows companies to reconcile the specific complaints contained in the PUCT database to their own internal records for each complaint.

Regulatory Compliance Services obtains the PUCT complaint data directly from the PUCT (Customer Protection Division) complaints database each month.  Because we know how their systems work, we obtain the data most useful to companies.  While you could obtain this information yourself, you will spend more time (money) and may not obtain all the information that is available.  Let us do the work for you!

We can also provide other services related to PUCT complaints such as:  complaint response training and complaint response reviews.  Please contact us for more information.

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Last modified: January 22, 2022

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