Working on a ComEd dispute and they're giving me the runaround on everything. Different story every time I call. What's everyone's system for documenting these interactions? I feel like I need a paper trail for when this goes to the ICC.
Best practices for documenting utility pushback?
I keep a detailed log with dates, times, who I spoke with, and exactly what was said. Also follow up every phone call with an email summarizing the conversation. Creates a nice trail for regulatory complaints.
Request everything in writing when possible. Don't accept verbal promises or explanations. Email works too - forces them to put their position on record.
I use a simple spreadsheet with columns for date, contact method, person spoken to, summary, and follow-up needed. Export to PDF when filing complaints. The ICC loves detailed timelines.
All great advice here. I'd add - get case numbers for every interaction and reference them in future communications. Shows you're organized and serious about documentation.