PSC Proposes To Require Retail Suppliers To Notify Customers Of Billing Errors

November 25, 2019

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Reporting by Paul Ring • ring@energychoicematters.com

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In proposed revisions to consolidate the current billing error reporting rules, the District of Columbia PSC would require retail electric and natural gas suppliers to provide specific billing error notifications to customers -- a requirement not contained in the current electric billing error rules

Currently, electric and gas suppliers must report billing errors to the PSC, with the rules contained in separate provisions of the electric and gas rules

In proposed rule changes to consolidate the billing error rules, the PSC would include the following provision:

No later than sixty (60) days after the date the Electric Utility, Natural Gas Utility or Energy Supplier discovers or is notified of the billing error(s), it shall notify each affected customer of the following:

(a) The nature of the error;

(b) The amount by which the customer's previous bill(s) was inaccurate;

(c) If appropriate, the steps the Electric Utility, Natural Gas Utility or Energy Supplier will take to ensure that the customer receives a full refund if overbilled, or when customers will be required to make payment if underbilled, no later than sixty (60) days; and

(d) The Electric Utility, Natural Gas Utility or Energy Supplier shall by letter, bill insert, or any other means by which the Electric Utility, Natural Gas Utility or Energy Supplier and the customer have agreed to communicate, describe to customers the nature of the billing error and the corrective action that the company intends to implement. If a refund or outstanding balance appears on a customer's billing statement, the Electric Utility Natural Gas Utility or Energy Supplier shall provide a clear description and explanation of the reason(s) for the error.

The current natural gas billing error rules contain a similar provision. However, the current electricity billing error rules at Section 3604 of Chapter 36 (Electricity Quality of Service Standards) do not include such a customer notification requirement for billing errors

The PSC's proposed change would also extend the deadline by which suppliers must report to the PSC an initial billing error notification, with the initial report now due within three business days of the supplier discovering or being notified of the error. Under the current rules, such initial notification is due within one business day

RM3-2019-01 et al.

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