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Last updated on Thursday, March 20, 2014
(UNDATED) - The Indiana Utility Regulatory Commission has opened an investigation into the management practices of Citizens Energy Group.
The commission is looking into billing and call center issues with gas, water and wastewater.
The IURC says the primary issues so far are related to customer service quality, billing compliance with approved rules, regulations and tariffs, and payment application compliance with state and federal laws.
The IURC says one in five callers hang up prior to receiving service due to long wait times.
A prehearing conference has been scheduled for April 22.
The IURC also reduced Citizens Water's request for increased operating revenues from 14.7 percent to nine percent.
The commission said Wednesday the difference between the amount requested and the amount approved is mainly related to reductions in costs, including executive compensation. The company says its compensation program is already under review by a consultant.
Meanwhile, Citizens Energy Group defends its customer service and gas, water and wastewater billing practices.
A prepared statement from Citizens Energy Group said the nine percent increase will translate into less than a three-dollar-a-month increase in the average residential water bill.
Citizens says the reduction in revenue creates a shortfall in funds for vital infrastructure investments.
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