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Energy companies rise to top of consumer complaint list
March 8, 2010
Media contact: (360) 664-1116 or media@utc.wa.gov
Energy companies rise to top of consumer complaint list
Complaints against telephone companies drop to second
Complaints against telephone companies drop to second
OLYMPIA, Wash. – Complaints against regulated energy companies increased 35 percent in 2009, while telecommunications complaints dropped 20 percent, state regulators reported today.
Kicking off National Consumer Protection Week, March 7-13, the state Utilities and Transportation Commission (UTC) released consumer complaint numbers for 2009.
The UTC’s Consumer Protection Help Line opened more than 900 complaints against regulated electric and natural gas companies for customers with billing disputes, disconnect threats, customer service issues and other various concerns.
The UTC received about 800 consumer complaints against telephone companies in 2009. In 2008, these companies topped the list with more than 1,000 consumer complaints. Customers opened complaints against their landline telephone companies for reasons ranging from billing disputes, disconnect threats, quality of service and customer service issues.
Rounding out the top three was the solid waste industry. More than 120 consumers filed complaints against regulated garbage and recycling companies in 2009.
UTC Consumer Protection Division staff saved consumers more than $700,000 in 2009. They investigated almost 2,000 complaints for customers of regulated companies, and issued more than 130,000 violations for failure to comply with state laws.
In addition to resolving complaints, the UTC’s Consumer Protection Help Line received about 15,000 phone calls from the public. Staff helped callers find utility assistance, reviewed residential moving companies and provided general information.
| Rank | Industry | 2009 Total | 2008 Rank | 2008 Total |
| 1 | Energy | 918 | 2 | 677 |
| 2 | Telecommunications | 808 | 1 | 1,013 |
| 3 | Solid Waste | 134 | 3 | 125 |
| 4 | Water | 26 | 4 | 35 |
| 5 | Residential Movers | 31 | 5 | 32 |
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Editor’s Note: Consumers can file a complaint against a regulated company by calling the Consumer Protection Help Line at 1-888-333-9882, e-mailing consumer@utc.wa.gov or filing an online complaint at www.utc.wa.gov/fileacomplaint.
Posted/updated: 06/23/2010
