Consumer Counsel Proposes State Publish Customer Reviews of Retail Suppliers

Citing numerous complaints against electric suppliers, as well as data showing that most residential customers on competitive supply are paying more than default service (click here for related story), the Connecticut Office of Consumer Counsel said that PURA should consider adding a "review" option on the PURA electric supplier Rate Board for customers to provide insight into their experience with each supplier.

"If there were a public feedback site for electric Suppliers (similar to Yelp or Trip Advisor), consumer comments might keep the Suppliers more accountable to the public," OCC said

OCC's testimony included a detailed review regarding the number and type of numerous complaints against suppliers.

"There is not always a straightforward correlation between what the Suppliers claim they are telling customers and what customers later claim has gone wrong in their dealings with Suppliers. In other words, it is difficult to pinpoint from the official scripts or training materials any specific language that might encourage employees or third-party marketers to employ false or misleading claims, to harass customers, or to interfere with a customer's desire to terminate service. However, it is clear that some Suppliers or their agents are either encouraging or condoning this behavior, or else it would not be occurring," OCC said.

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