Report: Texas Retail Provider Complaint Violation Rates Increase in 2012

While the total volume of electric complaints filed by consumers with the Public Utility Commission of Texas (PUCT) in calendar year 2012 decreased for the fourth consecutive year, the violation rate increased for the second year in a row, a recently issued report from Regulatory Compliance Services found.

Electric complaints filed in 2012 decreased by approximately 10% from the 2011 volumes.

However, the violation rate increased by more than 30% during that same time, Regulatory Compliance Services said.

Regulatory Compliance Services reported that Retail Electric Providers (REPs) accounted for 4,984 of the 6,618 complaints investigated by the PUCT in 2012.

"Also in 2012, the PUCT staff informally determined that REPs may have violated commission rules on approximately 18% of the complaints investigated in 2012 which is up from the 14% in both 2011 and 2010. In 2009 the REP violation rate was 17%, while it was 16% in 2008 and 11% in 2007," Regulatory Compliance Services said.

Billing issues accounted for 2,440 of the REP complaints received related to retail electric service which is a decrease of over 21% from the 2011 volume. Of the 2,440 REP billing complaints received by the Commission, 2,225 were investigated. Of those REP billing complaints that were investigated, approximately 15% were closed with the informal finding that a rule violation may have occurred, Regulatory Compliance Services said.

Regulatory Compliance Services also publishes a listing of Retail Electric Providers with PUCT complaint activity in 2012 and their complaint violation rates