Had an interesting situation with Alabama Power last week. During a dispute resolution meeting for one client, the utility representative asked me about billing patterns for another client in the same industrial park. They claimed it would help resolve both cases more efficiently. I declined to share information, but they seemed surprised. How do others handle these requests?
Client confidentiality when utilities ask about other customers
Zach, you handled that perfectly. Client confidentiality is absolute in our profession. I've had TVA representatives here in Chattanooga make similar requests, and I always explain that I cannot discuss other clients' information without explicit written consent. It actually builds trust with utilities when they see you maintain professional boundaries.
Brenda's absolutely right. National Grid in Syracuse tried the same approach with me last year regarding two manufacturing clients. I offered to facilitate a three-way call if both clients consented, but made it clear I wouldn't share information unilaterally. Professional confidentiality protects everyone involved.
Sometimes utilities ask these questions to test auditor professionalism. National Grid here in Providence has mentioned that they track which auditors maintain proper confidentiality standards. Those who don't get flagged as potentially problematic for future interactions.
Deb raises an important point about utility testing. FirstEnergy in Ohio has definitely become more sophisticated about evaluating auditor professionalism. Maintaining confidentiality isn't just ethical - it's also good business practice that builds long-term credibility.
The CUBA standards are crystal clear on this - Section 3.4 requires 'maintaining confidentiality of client information.' NPPD here in Nebraska has asked similar questions, and I always cite that standard when declining. Most utilities understand once you reference professional requirements.
Hugh mentions the right approach. Entergy down here in Lake Charles respects auditors who cite professional standards rather than just saying 'I can't discuss that.' Explaining the ethical foundation shows professionalism and usually ends the questioning quickly.
Great advice from everyone. I felt confident in my decision but wanted to make sure I was handling it correctly. Alabama Power actually seemed to respect the boundary once I explained it was a professional standard. Building trust through ethical behavior pays off long-term.
Excellent discussion. This scenario comes up frequently in our profession, especially as utilities consolidate operations and try to handle multiple client issues simultaneously. Maintaining client confidentiality is non-negotiable, but explaining the professional reasoning helps utilities understand our position. It's worth noting that some utilities will test new auditors specifically on confidentiality to gauge their professionalism.