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Updated With Statement From REP The following story is brought free of charge to readers by VertexOne, the exclusive EDI provider of EnergyChoiceMatters.com
Updated, 2:14 Pm ET, Oct. 19
True Power provided the following statement concerning the matter:
"True Power understands this matter of complying with the PUCT regulations of replying to informal complaints. We do our due diligence and reply to complaints as we receive from the Commission. Unfortunately, we did not receive notifications of complaints due to a firewall issue which has now been resolved. We have also remedied this unavoidable issue by providing the Commission with written responses for all informal complaints. Furthermore, True Power has added further steps to our informal complaint review process to respond in a timely manner."
--- Statement from True Power
Earlier:
True Commodities, LLC (TC) would pay $13,500 under a settlement with Staff of the Public Utility Commission of Texas to resolve alleged violations of 16 TAC § 25.485, related to requirements for responding to informal complaints.
Under 16 TAC § 25.485(e)(1)(A)(iii), a REP must investigate all informal complaints and, for informal complaints submitted to the Commission before September 1, 2023, must advise the Commission in writing of the results of the investigation within 21 days after the complaint is forwarded to the REP.
The settlement states, "Between December 1, 2022, and May 1, 2023, the Commission’s Customer Protection Division (CPD) received 21 informal complaints involving TC. CPD forwarded each of the 21 informal complaints to the email address designated by TC as the email address to receive notice of customer complaints from the Commission."
The settlement states, "TC did not provide CPD with a response to any of the 21 informal complaints within the 21-day deadline established under 16 TAC § 25.485(e)(1)(A)(iii)."
The settlement states, "TC asserts that its failure to respond to the 21 informal complaints was inadvertent and due to the fact that CPD’s email address was inadvertently blocked by TC’s firewall."
The settlement states, that TC has since provided CPD with written responses to each of the 21 informal complaints received between December 1, 2022 and May 1, 2023.
The settlement states, that TC asserts it has implemented the following measures to prevent future violations of 16 TAC § 25.485(e)(1)(A)(iii) from occurring, and will continue to implement such measures going forward: a. Verified all known Commission email addresses are able to penetrate TC’s firewall, and b. Added an additional management review step to ensure timely responses.
Docket 55659
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Texas Retail Provider Enters Settlement With PUC Staff
October 18, 2023
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Reporting by Paul Ring • ring@energychoicematters.com
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