Texas Retail Provider Asks PUC To Consider, In Reporting Complaint Data, Complaints In Which REPs Were Deemed To Be In Compliance

Texas retail electric provider NEC Co-op Energy has requested, from the Texas PUC, "consideration" regarding the reporting of complaints against retail electric providers for circumstances when an investigation determines that the REP fully complied with all applicable PUCT Substantive Rules and no violation occurred.

Other than raising the issue and seeking the PUC's "consideration", NEC Co-op Energy did not specifically propose how such situations should be treated, such as by excluding such complaints from a REP's total if the REP was found in compliance

NEC Co-op Energy said, "While we fully support a member's right to file a complaint and appreciate the role of the PUCT in reviewing concerns, we believe that reporting complaints that are ultimately found to be without merit can inadvertently impact a provider's reputation and the goodwill it has worked hard to build within the communities it serves."

NEC Co-op Energy stated as follows: "As an example, several years ago an elderly member had trouble reaching our office by phone and subsequently filed a complaint with the PUCT. During the investigation, it was determined that the issue stemmed from the member inadvertently misdialing the number despite the information being correctly provided. The PUCT's review concluded that NEC Co-op Energy had complied with all applicable requirements and was not in violation of any rule. Nevertheless, the complaint remained part of the reported complaint record."

NEC Co-op Energy filed its request in a project addressing a streamlined complaint process (Project 59557)