The New York State Comptroller issued an audit on the New York PSC's handling of complaints, and while is focused generically on the complaint process, or is specific to utility performance programs, the Comptroller's report does give some insight on to what triggers investigations into ESCOs

While the PSC's Office of Consumer Services (OCS) is engaged in continual monitoring of ESCO compliance, the audit report gives insight on what escalates such monitoring into a more specific review.

According to the audit, OCS staff stated they review daily and monthly reports on complaints against ESCOs. The PSC requires the ESCOs to report on how many consumers they serve so OCS can put the numbers of complaints against each ESCO in perspective. According to the audit, OCS Staff consider a few complaints against an ESCO in a single day, or five in a month, enough to trigger a review of the ESCO.

The audit also notes that the PSC has enhanced its monitoring of ESCOs by forming a team to conduct additional review and analysis of ESCO performance, including reviewing complaints and auditing for UBP violations, primarily slamming and deceptive marketing

The PSC's press office issued the following statement on the Comptroller's audit: "The audit failed to identify any significant concerns during its extensive audit of the Department’s handling of nearly 100,000 consumer complaints over the past four years, and the two minor recommendations the Comptroller did end up making were factually inaccurate. The Department stands fully behind its ability to ensure consumer complaints are quickly, efficiently, and fairly addressed."

See the Comptroller's report here, which includes a response from the PSC to the Comptroller's findings

Tags:
New York   Complaints  

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