Press Release

PUC Weighs Settlement with PGW over Handling of Informal Complaints

Published on 9/28/2006

Filed under: Gas

HARRISBURG – The Public Utility Commission (PUC) today issued for public comment a settlement with Philadelphia Gas Works (PGW) that will improve the handling of informal complaints against the company that are before the Commission for consideration.

       “Consumers turn to the Commission with their complaints about utilities when they feel that they have nowhere else to go,” said Commission Chairman Wendell F. Holland. “The months-long delay in providing information to the Commission in response to requests prompted by informal complaints was unacceptable. This settlement is evidence that we are continuing our work to address the concerns consumers and their advocates have with PGW.”

       The Commission voted 5-0 to tentatively accept the settlement under which PGW will implement steps to improve its complaint response process that includes eliminating its backlog of informal complaints currently active at the Commission. Interested parties have 20 days from the entry of the order to file comments with the Commission.

      On Jan. 18, 2006, the Commission’s independent Prosecutory Staff initiated an informal investigation alleging that PGW failed to provide timely reports in response to informal complaints filed with the Commission’s Bureau of Consumer Services (BCS) by PGW customers.

      Under the settlement, PGW agreed to provide reports more quickly for complaints identified by BCS as requiring special consideration. In a situation where gas service has been terminated, the company will respond to a complaint within five business days.

       PGW also agreed to make necessary staffing and system changes to enable the company to provide reports in a timely manner and to provide the Commission with quarterly updates for two years to verify compliance with the settlement. On May 1, 2006, PGW reorganized its Customer Review Unit to address staff and productivity issues and is developing a new streamlined complaint database and electronic document management systems that should improve the complaint process.

        The settlement agreement does not represent an admission of any wrongdoing by the company.

        The Pennsylvania Public Utility Commission ensures safe, reliable and reasonably priced electric, natural gas, water, telephone and transportation service for Pennsylvania consumers, by regulating public utilities and by serving as stewards of competition. For recent new releases, or more information about the PUC, visit our Internet homepage at www.puc.state.pa.us.

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Docket No. M-00061963

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