Texas Retail Electric Provider To Pay $30,000 Under Settlement With PUC Staff
June 25, 2020 Email This Story Copyright 2010-20 EnergyChoiceMatters.com
Reporting by Paul Ring • email@example.com
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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
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
The settlement states, "As of November 1, 2019, Our Energy was 487 days late in the aggregate in responding to
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