PUC Annual ReportâFiscal Year 2004-05 - Public Utilities Commission

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Public Utilities Commission Annual Report 2004-05State of Hawaii Page 36VI.ENFORCEMENT ACTIVITIES.The Commission enforces its rules and regulations, standards, and tariffs by monitoringthe operating practices and financial transactions of the regulated utilities and transportationcarriers. Enforcement activities involve customer complaint resolution, compliance with financialreporting and other requirements, and motor carrier citations. These enforcement activities arecritical in ensuring that customers of the regulated companies receive adequate and efficientservices.A. COMPLAINT RESOLUTION.The Commission’s role in protecting the public is carried out in part through itsinvestigation and resolution of complaints. The Commission collects and compiles utility andconsumer complaints to track trends and patterns in the utility and transportation industries. TheCommission accepts verbal and written complaints against any public utility, water carrier, motorcarrier, or others subject to the Commission’s jurisdiction. Verbal complaints are received bytelephone, or in person at the Commission’s office. There are two (2) kinds of written complaints-- formal and informal.The Commission’s rules of practice and procedure, Chapter 6-61, HAR, provide therequirements for formal and informal written complaints. Written formal complaints should: (1) bein writing; (2) comply with filing and other requirements set forth in Sections 6-61-15 to 6-61-21,HAR; (3) state the full name and address of each complainant and of each respondent; (4) setforth fully and clearly the specific act complained of; (5) advise the respondent and theCommission completely of the facts constituting the grounds of the complaint, the injurycomplained of, and the exact relief desired. If the Commission accepts a formal complaint foradjudication, it assigns a docket number and sets the matter for an evidentiary hearing, ifnecessary.Written informal complaints should: (1) state the name of the respondent, the date andapproximate time of the alleged act, and set forth fully and clearly the facts of the act complainedof; (2) advise the respondent and the Commission in what respects the provisions of the law orrules have been or are being violated or will be violated and should provide the facts claimed toconstitute the violation; and (3) specify the relief sought or desired. The Commission assigns atracking number to each written informal complaint filed with the Commission. It also assignsthese complaints to certain Commission staff, who are tasked to, among other things, investigateand attempt to resolve the complaints through correspondence or conference rather than throughthe formal complaint process.1. WRITTEN INFORMAL AND VERBAL COMPLAINTS.As shown in the table below, the Commission received a total of 596 written informal andverbal complaints in the Fiscal Year against regulated and unregulated utility and transportationcompanies. Complaints on Oahu amounted to 316 out of 596 complaints statewide, or 53 percent of the total complaints.
Public Utilities Commission Annual Report 2004-05State of Hawaii Page 37Total Informal andVerbal ComplaintsFiscal Year 2005UtilitiesTelecommunications:Wireline (telephone) 106Cellular and Paging 102Other Telecom Providers 43Total Telecom 251Electricity 103Gas 7Water/Sewer 26Transportation CarriersWater Carrier 2Motor Carrier 207Total Complaints 596For all islands, the Commission received 251 written informal and verbal complaintsinvolving telecommunications providers. The majority of telecommunications complaints (106)related to Verizon Hawaii, now known as Hawaiian Telcom. These complaints mainly involvedservice problems, mostly relating to interruptions, repairs, and installations. The cellular andpaging companies received 102 complaints, mostly relating to billing problems (service contractsand charges). Most of the 43 complaints filed against other telecommunications providers,including interstate and unregulated communications equipment and service companies, wererelated to service and billing problems and unregulated long distance carriers.The electric utilities received 103 complaints, mostly relating to billing problems (highconsumption). The seven (7) complaints against gas utilities were mostly relating to service andbilling problems. The 26 complaints relating to water and sewer facilities were primarily overtariffs (rates and charges) and billing (high consumption) problems. The two (2) complaintsagainst water carriers involved primarily service problems and tariffs. Most of the 207 complaintsagainst motor carriers were related to operating without CPCNs.To illustrate complaint trends, Figures 5 to 10 summarize the complaints received by theCommission over the past three (3) fiscal years for each of the regulated utility industries,statewide and island-by-island.
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PUC Annual ReportâFiscal Year 2004-05 - Public Utilities Commission