Do you have a utility complaint?
HARRISBURG – The Pennsylvania Public Utility Commission launched a website feature this week that allow users to search by company for formal complaints filed against regulated utilities and suppliers.
The search feature, found at www.puc.pa.gov, allows consumers to find formal complaints filed against all regulated utilities and suppliers. PUC commissioners approved this complaint tracking system to provide more transparency about complaints.
The function was developed by PUC Chairman Robert Powelson and Commissioner Pamela Witmer.
“After last winter’s Polar Vortex and corresponding spikes in variable electric rates, the Commission received a record number of consumer complaints against electric suppliers,” said Witmer. “This led us to conclude that it’s beneficial to customers to have clear access to the formal complaints on record for all regulated utilities – not just electric suppliers. However, it is important for customers to view complaints as only one measure of a company’s customer service.”
Complaints could concern billing issues, difficulty contacting the company, dissatisfaction with service, or other issues. Consumers can search by company name, utility code or carrier ID. If searching for multiple companies, consumers can search by authority/service type and authority status. Complaints found on the database are formal complaints only. Informal complaints filed with the Commission are not part of the public record.
“The implementation of this feature follows several other Commission measures and new education tools since last winter to require better and clearer information from electric generation suppliers," said Powelson. "Each is designed to help consumers avoid a high electric rate for multiple billing cycles."
One measure includes enhancements to www.papowerswitch.com by adding new information related to electric shopping and fixed and variable rates. The new formal complaint search mechanism on www.puc.pa.gov captures companies in all utility industries.