Energy companies top 2019 consumer complaint list
OLYMPIA, Wash. – In 2019, investor-owned energy companies received more complaints than any other regulated industry, followed by landline telephone companies, according to the Washington Utilities and Transportation Commission.
In its annual analysis of consumer complaints, the UTC found 44% of the 899 complaints closed in 2019 were against regulated energy companies.
Regulated companies issued more than $73,000 in bill credits and refunds to customers as a result of 2019 consumer complaint investigations.
Consumers filed 396 complaints against regulated electric and natural gas companies, which led to approximately $23,500 in bill credits or refunds. The most common complaints involved disputed bills, disconnections, customer service, and deposit concerns.
Of the 294 complaints against telephone companies, customers received more than $39,000 in bill credits or refunds. The most common complaints involved disputed bills, quality of service, customer service, and disconnections.
Regulated water companies, solid waste companies, and moving companies accounted for 204 complaints in 2019. Customers of these companies received over $10,000 in refunds or credits.
In addition to resolving complaints, the UTC’s Consumer Protection Help Line received more than 5,800 phone calls, letters, and emails from the public. Staff helped consumers find utility assistance, provided information on consumer rights, and assisted consumers in locating permitted residential moving and passenger transportation companies.
Consumers can file a complaint against a regulated company by calling the Consumer Protection Help Line at 1-888-333-WUTC (9882), emailing consumer@utc.wa.gov, or visiting www.utc.wa.gov/fileacomplaint.
The UTC regulates the rates and services of the state’s investor-owned electric and natural gas utilities, landline telephone companies, solid waste haulers, private water systems, and residential movers among other industries. The agency also manages the state’s pipeline, railroad, and intrastate bus and trucking safety programs.
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