REP Complaint Rate Falls in Texas

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The total volume of electric complaints filed by consumers with the Public Utility Commission of Texas (PUCT) in calendar year 2010 decreased by 28% from 2009 volumes, an analysis by Regulatory Compliance Services found.

Regulatory Compliance Services reported that the PUCT investigated 9,418 electric complaints of the 11,448 complaints it received in calendar year 2010 compared to the 12,518 it investigated in 2009.

Investigations related to Retail Electric Providers (REPs) accounted for 6,267 of the 9,418 complaints. This level of complaints is similar to those experienced in 2006 and 2007 and may be attributable, in part, to the lower prices experienced in 2010, Regulatory Compliance Services said.

Also in 2010, the PUCT staff informally determined that REPs may have violated commission rules on approximately 10% of the complaints investigated in 2010 which is down from 14% for 2009. In 2008 the violation rate was 16%, while in 2007 the violation rate was 11%, Regulatory Compliance Services said.

Billing issues accounted for 4,759 of the REP complaints received related to retail electric service which is a decrease of over 14% from the 2009 volume. Of the 4,759 billing complaints received by the Commission, 3,204 were investigated. Of those billing complaints that were investigated, approximately 13% were closed with the informal finding that a rule violation may have occurred, Regulatory Compliance Services reported.

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