(Source: MIRS.news, Published 07/07/23) The Michigan Public Service Commission Friday launched an investigation into Consumers Energy amid customers' complaints about meter malfunctions, billing practices and delays in new service installations.
With no discussion, the board unanimously approved directing Consumers Energy to file a report by Aug. 4 and the commission staff to submit its analysis by Sept. 29.
The MPSC case is No. U-21458.
The board expects Consumers Energy to provide an explanation of its performance history on meter reading from 2020 to the present, as well as why the utility company did not disclose the number of malfunctioning meters. The board also wants data on how many 3G and 4G meters have been affected by contaminated batteries, among other requirements.
The MPSC said it has received “numerous complaints” about Consumers Energy's malfunctioning meters that do not show the amounts of electricity used – something the utility company acknowledges and blames on battery contamination issues that could cause blank screens as far back as 2020.
Consumers Energy estimated the issue has affected more than 900,000 meters, but MPSC says the utilities provider “did not raise the issue when it sought the meter testing waiver” in a prior case.
Customer complaints also center on bills being abnormally high due to estimations made by the utility company in the absence of accurate meter readings.
MPSC staff’s investigation found that Consumers Energy estimated bills for electric customers with 3G meters before cellular phone companies stopped operating the 3G service in January 2023 because “the meters were not working and showing blank screens.”
MPSC staff raised the possibility that Consumers Energy could be in violation of several sections of the MPSC’s Consumer Standards and Billing Practices for Electric and Natural Gas service, particularly when it comes to rules regarding the required replacement of failed meter equipment, limits on how many months bills can be estimated and the inability of customers or the utility to pull accurate electric use readings from broken meters.
The MPSC also reported that it received 177 complaints from Jan. 1, 2022, to May 1, 2023, about Consumers Energy’s inability to meet service quality and reliability standards requirements that 90% of new service installations must be completed within 15 business days.
In other business, the MPSC:
- Approved Consumers Energy’s application to apply as a bill credit for its natural gas customers $1.6 million unspent from a previously OKd as a one-time voluntary refund.
- Approved two orders amending cost recovery procedures and contracts between Consumers Energy and biomass merchant plants that sell electricity to the utility.
- Approved two settlement agreements with Michigan Gas Utilities Corp. (MGU) to construct a replacement natural gas pipeline and to provide new gas service to customers in Monroe County.
