UTC staff responded to thousands of customer complaints in 2023

Media Contact: (360) 664-1116 or media@utc.wa.gov 

UTC staff responded to thousands of customer complaints in 2023 

Complaint investigations result in $265,531 in customer credits 

 

LACEY, Wash. – In 2023, consumer protection staff at the Washington Utilities and Transportation Commission closed 1,046 total customer complaints across six industries, resulting in the return of $265,531 in credits and refunds to customers. 

The commission is partnering with federal and state agencies to support National Consumer Protection Week, March 4-8. The annual campaign encourages consumers to know and understand their rights and responsibilities in order to make better-informed decisions. UTC staff encourage consumers to learn how the UTC can help and when to contact the commission

In its annual analysis of consumer complaints, the commission found that landline telecommunications companies once again topped the list of closed complaints, making up 55% of the 1,046 consumer complaints staff closed in 2023. When combined, electric and natural gas utilities made up 26% of the closed complaints, and 14% were against solid waste companies. The remainder of closed consumer complaints were against moving and water companies. 

The most common complaints involved quality of service, disputed bills, and customer service. 

The UTC’s Consumer Protection Help Line received 4,021 phone calls, and staff also responded to over 1,506 letters, web complaints, and emails from the public. In addition to resolving complaints, 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 the website

The UTC regulates the rates and services of telecommunications companies, investor-owned electric utilities, natural gas and water companies, garbage-collection haulers, household-goods movers and passenger transportation companies, commercial ferries, pipeline companies, marine pilotage, and a low-level radioactive waste repository. The commission does not regulate the rates of broadband services, cellular, cable, or internet services.  

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Topic(s)
Consumer