Quick question for the group - what's the general consensus on how long a utility can estimate bills before it becomes unreasonable? Alabama Power has been estimating one of my clients for 4 months now, claiming their meter reader can't access the location due to a locked gate. The customer says the gate has never been locked and they've left multiple messages offering to meet the reader on-site. At what point does this become grounds for a complaint?
Alabama Power estimated bills - how long is too long?
Val, most state regulations I've seen require actual reads at least every other month. Four months of estimates is definitely pushing it, especially if the customer is cooperating. Here in Georgia, Georgia Power's tariff says estimates should be corrected 'as soon as practicable' but doesn't define a specific timeframe.
I'd say anything over 3 months starts looking unreasonable, especially with a cooperative customer. NES here in Nashville has a policy of scheduling special reads if normal access is an issue. Have you suggested Alabama Power do a scheduled read with the customer present?
Ed, yes we've offered multiple times to coordinate access. Alabama Power keeps saying they'll 'note the account' but nothing changes. The estimates are also way off - they're using summer usage from last year when the customer reduced operations significantly this year.
NV Energy here in Vegas typically won't let estimates go beyond 90 days without supervisory approval. Four months suggests Alabama Power doesn't have good internal controls. I'd file a complaint with the Alabama PSC - they take access issues seriously.
MLGW's policy is actual reads every 35 days unless there's a documented safety hazard. 'Locked gate' isn't typically considered a safety issue if the customer is willing to provide access. Sounds like Alabama Power is just being lazy about scheduling.
Thanks everyone. I think I'll give Alabama Power one more week to schedule the read, then file with the PSC. Four months is definitely unreasonable when the customer is cooperative and the estimates are obviously wrong.
Good plan Val. Alabama PSC is generally pretty responsive to billing complaints. Make sure you document all the times you offered to coordinate access - that'll strengthen your case significantly. Keep us posted on how it goes.