Electric Complaints at Lowest Levels Since Market Open
The total volume of electric complaints filed by consumers with the Public Utility Commission of Texas (PUCT) in Calendar Year 2011 decreased by 30% from 2010 volumes. Summarized by Regulatory Compliance Services, an Austin, Texas based consulting firm, the 2011 Year End Scorecard also reveals that the volume of electric complaints is at its lowest level since the competitive market opened in 2002. Also, for the first time since 2005, complaints related to telephone service exceeded those related to electric service. It is likely that continued low prices coupled with increased customer familiarity with the workings of the competitive electric market are responsible for the drop in complaint volumes.
Also in 2011, the PUCT staff informally determined that REPs may have violated commission rules on approximately 11% of the complaints investigated in 2011 which is a slight increase from last year’s violation rate.
Billing issues accounted for 2,964 of the REP complaints received related to retail electric service which is a decrease of over 35% from the 2010 volume. Of the 2,964 billing complaints received by the Commission, 2,767 were investigated. Of those billing complaints that were investigated, approximately 13% were closed with the informal finding that a rule violation may have occurred.