Texas PUC Staff Proposing Changes To REP Complaint Scorecard On Power To Choose Site
February 27, 2020 Email This Story Copyright 2010-20 EnergyChoiceMatters.com
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During today's open meeting, Public Utility Commission Chairman DeAnn Walker said that Staff has shared with each of the Commissioners changes Staff has proposed to the retail electric complaints scorecard on the Power to Choose site
The specific proposed changes were not discussed or detailed
Walker said that she was fine with Staff's changes, but Commissioner Shelly Botkin asked for more time to review the changes, so the matter was deferred to a future open meeting
The REP Complaint Scorecard covers complaints for a six-month period, and ranks REPs on a relative basis into five categories based on their complaint rate
REPs are scored into five groupings of approximately equal size based on a 6-month rolling average of complaint rates per 1,000 customers relative to other companies.
The complaint score is based on a rolling 6-month average of the total number of informal complaints investigated, irrespective of whether or not the company was determined to be at fault or adequately resolved the customer's complaint
The scorecard is made up of REPs that are currently active on the PTC website.