Update: Texas PUC Approves Settlement Under Which Retail Electric Provider To Pay $30,000

6/25: Texas Retail Electric Provider To Pay $30,000 Under Settlement With PUC Staff

June 25, 2020

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Reporting by Paul Ring • ring@energychoicematters.com

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Updated, 8/27:

The Texas PUC on Aug. 27 approved the settlement discussed below without modification

Earlier:

Our Energy, LLC would pay $30,000 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 Our Energy’s alleged failure to respond to certain customer complaints.

16 TAC § 25.485(e)(1)(D) requires a REP to 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.

The settlement states, "Between January 2019 through October 2019, the Commission received 40 complaints regarding Our Energy."

The settlement states, "Twelve complaints received late responses from Our Energy and two complaints received no response."

The settlement states, "As of November 1, 2019, Our Energy was 487 days late in the aggregate in responding to these complaints."

The settlement states, "To prevent future similar violations, Our Energy asserts that complaints are now received in two different e-mail addresses and Our Energy has a team of three individuals who monitor the mailbox. Therefore, Our Energy asserts that there are less chances of these emails being overlooked. Our Energy further asserts that the priority is to respond as soon as possible but with a maximum target of two days before the complaint due date. Our Energy also asserts that it has also established a process to keep records of all complaints in one central place where multiple people are reviewing to ensure that complaints are being handled properly."

The settlement states, "The economic strain placed on Our Energy due to COVID-19 and related economic pressures were considered by the settling parties in determining an extended penalty payment timeframe in this case."

The settlement states, "Our Energy must pay an administrative penalty to the Commission in the amount of $30,000. Our Energy is required to remit payment of the full amount of the administrative penalty on or before the later of September 1, 2020 or 30 calendar days after the date the Commission signs this order."

The settlement agreement, if approved by the PUC, would resolve all claims related to Our Energy’s obligations relating to violations of PURA §§ 17.004(a)(5) and 39.101(b)(7), as well as 16 TAC § 25.485(e)(1)(D), regarding Our Energy’s alleged failure to respond to customer complaints from January 2019 to October 2019.

Docket 50983

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