News
DPUC preliminary decision finds CNG Corporation has deficiencies in meter reading operations and customer service
By Press Release
Sep 5, 2008 - 7:23:20 PM

The Department of Public Utility Control released a DRAFT Decision today which, if approved, finds that the Connecticut Natural Gas Corporation was deficient in overseeing its meter-reading operations resulting in improper billing for approximately 3,400 customers last winter.

The docket was initiated on February 7, 2008, following a Petition from the Office of Consumer Counsel, the consumers’ representative in all DPUC matters, to investigate reports of suspect meter reading activity and subsequent billing issues affecting CNG and its customers. In February 2008, the Department ordered the Company to credit the affected customers the difference between the January 2007 bill and the affected bill of January 2008 until a decision was made in this proceeding.

The problem arose as a result of four meter readers submitting false meter-readings. Action against those employees has been taken. However, the preliminary decision finds that CNG failed to adequately monitor its meter reading system, failed to advise top management and the Department of the potential meter reading problem in a timely manner, continued to bill the affected customers, and made payment arrangements which in some instances did not comply with state law. The Department found deficiencies in CNG’s customer service as well.

The Department notes that it is clear that the gas eventually billed by CNG was used by the affected customers, and CNG will be allowed to collect charges associated with that consumption. However, in compliance with state law, affected customers will have at least twelve months to pay the bills with no interest or penalties.

In the Draft Decision, the Department orders CNG to evaluate its customer service procedures and file a report with the Department on proposed improvements. The Draft Decision notes that after thorough investigation, in lieu of commencing a separate proceeding to show cause why CNG should not be fined for its handling of this matter, the Department recommends that CNG make a charitable contribution of $150,000 to Operation Fuel.

A Final Decision on this matter is expected on September 24, 2008.

© Copyright by NorwalkPlus.com