MSR 2002-2 - Public Service Commission of West Virginia

Public Service Commission — Management Summary Report
The following table shows the frequency of the informal requests for assistance received
through November 30, 2006.
Nature of RFAs Received Through November 30, 2005
Cable Electric Gas Telephone Total
Initiation of Service 60 299 174 285 818
Billing Disputes 67 187 379 413 1,050
Disputed Estimated Bills 0 15 93 0 108
Poor Quality of Product 131 58 19 584 792
Poor Quality of Service 103 121 110 428 762
Terminations of Service 65 1,272 1,016 272 2,625
Right-of-Way Problems 8 41 15 26 90
Property Damage 3 31 11 1 46
Cable Rates/Programming 11 0 0 0 11
Miscellaneous 16 13 20 119 168
Unique Telephone Disputes:
Slamming 0 0 0 29 29
900 Calls 0 0 0 9 9
Non-Traditional Service 0 0 0 51 51
Subtotal 464 2,037 1,841 2,217 6,559
Outage Information 12 13 6 122 153
Material Requests, Rate 0 5 2 4 11
Protests
Total 476 2,042 1,849 2,343 6,723
Note: A subtotal is made before outages, material requests, and rate protests
because our record system normally does not attempt to capture all of these
occurrences. For the period December 1, 2005 through November 30, 2006
this subtotal was 6,559 RFAs.
In addition to the total 6,723 RFAs handled by the Consumer Affairs Technicians December
1, 2005 through November 30, 2006, there were 189 letters written in response to inquiries
from utility customers and/or other state agencies.
The preceding chart included 49 duplicate records, which are generally RFAs for which the
investigation of a single complaint required contacts at more than one company, summarized
as follows:
Page 49