PUC Annual Report–Fiscal Year 2004-05 - Public Utilities Commission

Public Utilities Commission Annual Report 2004-05State of Hawaii Page 44Figure 14Informal and Verbal ComplaintsWater Carrier - By Islands - Fiscal Years 2003-200565No. of Complaints43210Oahu Oahu Oahu Hawaii Hawaii Hawaii Maui Maui Maui Kauai Kauai KauaiFY2003FY2004FY2005FY2003FY2004FY2005FY2003Water Carrier 4 2 0 1 5 1 2 1 0 3 1 1Islands and FYFY2004FY2005FY2003FY2004FY20052. INFORMAL COMPLAINT SURVEYIn an effort to improve the Commission’s service to consumers, a survey of informalwritten complaints filed in the Fiscal Year with the Commission was initiated in FiscalYear 2003-04. A survey is sent to complainants whose informal complaint cases are closed. Thesurvey includes four (4) questions: (1) Do you feel that we responded to your complaint in areasonable amount of time?; (2) Did we provide you with a response that was clear andunderstandable?; (3) Was your complaint resolved to your satisfaction?; and (4) If you called usand spoke with our staff, were they courteous and professional?In the Fiscal Year, the Commission received 48 responses to its informal complaintsurvey. Figures 15 to 18 show the results of the survey.