Texas People's Counsel: PUC Should Consider Sorting Power To Choose Site Offers Based on Complaint Score; Also Suggests Formal Definition For Time of Use Plans

The Office of Public Utility Counsel has suggested that the Texas Power to Choose website could sort offers based on a retail electric provider's complaint score

In commenting on potential changes to the Power to Choose site, OPUC said, one potential change to the sorting of REP offers is, "to sort offers based on the customer complaint score of the REP, with those getting the highest ratings first and those with the poorest ratings last."

"This sorting option would provide customers with information relevant to customer service and provide an incentive for REPs to timely handle customer issues and provide superior customer service," OPUC said

OPUC also suggested that the order of Power to Choose listings could be randomized so that each time a customer searches plans, the plans are sorted differently. "This would ensure REPs didn't have an incentive for deceptive rate offerings, early alphabet names, or any other type of criteria that is wholly within a REP's control," OPUC said.

Additionally, OPUC said that PUC Substantive Rule 25.475(b) should be amended to add a definition for "time of use product."

"Every other product type is defined in rule, and this one should be formally defined as well," OPUC said

"Similarly, 25.475(2)(D) would need to be amended to include 'time of use product' as one of the options for product type disclosed under 'General contracting requirements,'" OPUC said

In addition, OPUC said that PUC Substantive Rule 25.475(c)(1)(C) should be amended to require a REP to provide the terms of service (TOS) and EFL during the shopping experience rather than upon customer enrollment. "Most REPs provide that information prior to a customer enrolling, but a few do not. A customer cannot make an informed decision about a plan without first seeing the TOS and EFL," OPUC said