Retail Supplier Complaints Increase In 2017, On Solicitation, Misrepresentation Complaints, Incorrect Contracted Rates

After declining during 2016, 2017 saw a 10% increase in customer complaints against Connecticut retail electric suppliers, according to a draft report from the Connecticut PURA

In its annual retail choice report last year, the Authority noted that there was a significant decrease in the total number of supplier-related complaints filed during calendar year 2016. "While the number of complaints filed in 2016 decreased by almost 30%, the Authority was still receiving a significant number of complaints regarding solicitation practices, incidents of sales agent misrepresentation and phony caller ID issues," the draft report notes.

"Unfortunately, the Authority recorded an increase of 9% in the total number of supplier-related complaints filed during calendar year 2017," the draft states

"While the total number of slamming allegations remained somewhat level, there was a rise in billing and quality of service related incidents. These types of complaints consisted of the solicitation and misrepresentation claims similar to previous years as well as issues with customers receiving incorrect contracted rates," the draft states

The report lists total supplier complaints received by PURA's Consumer Affairs Unit as follows:

           Total
2017        620
2016        568
2015        802
2014      2,161

The draft also reports that PURA's retail supplier Rate Board was viewed 400,000 times in 2017