Dealing with PSE&G on a commercial audit and they're stonewalling requests for basic documentation - interval data, rate schedule history, transformer test reports. Customer service keeps saying "that information isn't available" which I know is BS. How do you handle utilities that won't cooperate?
Handling uncooperative utility customer service during audits
Greg, PSE&G can be tough. Try escalating beyond customer service to their commercial accounts team or regulatory affairs department. Also check if your state has utility transparency requirements - many states mandate that utilities provide billing data to customers or their authorized representatives upon request.
Tony's right about regulatory leverage. I've had good luck filing informal complaints with state utility commissions when utilities won't provide data they're required to release. Usually gets them moving pretty quick. Also make sure you have proper authorization letters from the client - some utilities hide behind privacy concerns.
Dana and Tony have the right approach. For PSE&G specifically, try reaching out to their Key Account Managers if it's a large commercial customer. They have more pull than regular customer service. Also document everything - dates, names, what was requested vs refused. Makes the regulatory complaint much stronger.
I've found that mentioning potential billing errors in your initial request sometimes gets better cooperation. Instead of asking for "interval data for analysis," say you're "investigating potential demand billing discrepancies." Utilities want to avoid complaints about billing errors so they're more likely to provide what you need.
Wayne's psychology approach is smart. I also try to be specific about exactly what I need rather than broad requests. Instead of "all billing records," ask for "15-minute interval demand data for meters X, Y, Z for January 2023 through December 2024." Specific requests are harder to deny and show you know what you're talking about.
All great advice. Greg, have you tried going through the client's regular account rep? Sometimes the customer can get data that auditors can't, even with authorization. Worth having them make the request directly while you pursue the regulatory route as backup.