Connecticut PURA Directs North American Power to Address Complaints, Allegations of "Deceptive" Tactics

The Connecticut PURA has directed North American Power and Gas, LLC to respond to several questions regarding a recent increase customer complaints, including allegations that the supplier's representatives have stated that they were employees of Connecticut Light & Power or United Illuminating.

In an April 2 letter to North American Power, PURA said that recently, its Consumer Services Unit, "has noticed an increase in the number of complaints filed against North American Power and Gas, LLC (NAPG or Company)."

"According to the data compiled by the CSU as of the date of this correspondence, Connecticut customers have filed 19 complaints against NAPG, exceeding the total filed during all of calendar year 2011 (11 complaints)," PURA said.

PURA further said:

"In particular, many of the complaints filed against NAPG involve issues surrounding the solicitation of customers by the Company. Customers have stated NAPG has contacted them repeatedly, even though they are on the 'Do Not Call' list; that Company representatives have stated they were employees of either The Connecticut Light and Power Company or The United Illuminating Company; or that Company representatives have used either deceptive or harassing tactics during the solicitation process. Understandably, the Authority is very concerned about the nature of these complaints."

PURA directed North American Power to report on its sales methods including whether it uses employees or third party vendors; to describe its various compliance policies and its procedures for employees or agents who do not comply with the Authority's Code of Conduct; and to report information on specific enrollments.

Bill Kinneary, President of North American Power, provided the following statement to Matters:

"North American Power looks forward to working cooperatively with the Authority in ensuring both they and our valued customers are fully satisfied with North American Power's operations and compliance practices. We take every customer issue and regulatory matter very seriously and operate in an extremely compliant manner out of an abundance of concern toward ensuring customer and regulatory satisfaction.

"While North American Power is a growing company that has increased its marketing and sales activity, it has also increased its Customer Service Department, its Legal Department, its Compliance Department and its work with local legal and regulatory counsel, all toward ensuring customer satisfaction and regulatory compliance. We are confident that our responses to our customers and the Authority's letter will further prove that we are not only an excellent corporate citizen, but our operations are specifically tailored toward customer satisfaction and full legal compliance with both the letter and the spirit of the law."