Texas Retail Provider To Pay $40,000 Under Settlement With PUCT Staff
July 2, 2018 Email This Story Copyright 2010-17 EnergyChoiceMatters.com
Reporting by Paul Ring • firstname.lastname@example.org
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LifeEnergy, LLC would pay $40,000 under a settlement with Staff of the Public Utility Commission of Texas to resolve alleged violations of 16 Texas Administrative Code (TAC) § 25.485, concerning alleged failures to timely respond to the Commission's Customer Protection Division (CPD).
Under 16 TAC § 25.485, a REP shall investigate all informal complaints and advise the Commission in writing of the results of the investigation within 21 days after the complaint is forwarded to the REP.
As stated in the settlement agreement, "Between July 6, 2017 and December 11, 2017, CPD received 25 complaints regarding LifeEnergy directly."
As stated in the settlement agreement, "Of these 25 complaints received by CPD, LifeEnergy failed to timely respond to CPD in 19 complaints. Of those 19 late responses, five were less than three weeks late; twelve were more than one month late. Of these, three responses were more than 100 days late."
As stated in the settlement agreement, "LifeEnergy eventually responded to each complaint, but its responses were late by a cumulative total of 854 days."
As stated in the settlement agreement, "LifeEnergy notes that it has invested heavily in software systems to address the issues raised by Commission Staff because the company believes in providing the highest quality customer service attainable. To that end, LifeEnergy states that it has created and implemented successfully a software system that enables its entire team to track, resolve, and audit customer complaints collaboratively. LifeEnergy also notes that it can now also systematically identify areas for improvement across all of its operations, from sales to enrollment to billing, and track the success of its corrective actions."
As stated in the settlement agreement, "LifeEnergy has cooperated fully with the Commission Staff s investigation."