Electric Complaints Violation Rates Increase in 2012
Austin, Texas, February 18, 2013 –While total volume of electric complaints filed by consumers with the Public Utility Commission of Texas (PUCT) in Calendar Year 2012 decreased for the fourth consecutive year, the violation rate increased for the second year in a row. Electric complaints filed in 2012 decreased by approximately 10% from the 2011 volumes. However, the violation rate increased by more than 30% during that same time. Summarized by Regulatory Compliance Services, an Austin, Texas based consulting firm, the 2012 Year End Scorecard also reveals that the PUCT investigated 6,618 electric complaints of the 7,164 complaints it received in calendar year 2012. Investigations related to Retail Electric Providers (REPs) accounted for 4,984 of the 6,618 complaints.
Also in 2012, the PUCT staff informally determined that REPs may have violated commission rules on approximately 18% of the complaints investigated in 2012 which is up from the 14% in both 2011 and 2010. In 2009 the REP violation rate was 17%, while it was 16% in 2008 and 11% in 2007.
Billing issues accounted for 2,440 of the REP complaints received related to retail electric service which is a decrease of over 21% from the 2011 volume. Of the 2,440 REP billing complaints received by the Commission, 2,225 were investigated. Of those REP billing complaints that were investigated, approximately 15% were closed with the informal finding that a rule violation may have occurred.
A listing of Retail Electric Providers with PUCT complaint activity in 2012 and their complaint violation rates for 2012 is presented below. Violation rates are calculated on the number of PUCT complaints investigated and closed, not on the sheer number of complaints received by the PUCT. Retailers with no PUCT complaint activity in 2012 will not be listed in this table. The tables have been segregated to rank companies based on the volume of complaints investigated.
Companies found to be in possible violation of commission rules are subject to formal enforcement actions which could result in the imposition of administrative penalties.
A copy of the full report may be obtained from Regulatory Compliance Services at http://www.your-rcs.com/YearEnd.htm.