Many problems can arise between a consumer and his Retail Electric Provider, or between the consumer and the local wires company. In recent years, consumers have filed complaints at the Public Utility Commission alleging a variety of REP or utility misconduct, including overbilling, bad meter reads, changing the price during what is supposed to be a fixed-price contract, and withholding billing information from the consumer. Depending on the circumstances of each dispute, a complaint at the PUC can be an effective way to address these sorts of problems. However, many PUC complaints fall prey to two errors at the very beginning, both of which can derail the case and prolong it while the consumer remedies them.
Possible Pitfall #1: Not presenting your complaint to the city in which you reside. If your complaint is at least in part against your local wires company (as in the case of incorrect meter reads), you may be required to file a complaint with your city before pursuing PUC action.
Possible Pitfall #2: Not presenting your complaint to PUC staff for informal resolution. Complaints are often required to go through the PUC's informal process before the customer may file a formal complaint. If the customer files a formal complaint without using the informal process first, the PUC's Staff may object.
Closely following the required procedures is key to the PUC's complaint process. Avoiding these two initial pitfalls can help smooth the way for your complaint and present your case in the best possible light.
-- Chris Brewster
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