Feature Articles
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Deep Dive Articles & Opinion Pieces
Texas Complaint Statistics for January 2026
REP complaints comprise 61% of the total volume of complaints related to electric service. The five REPs receiving the most complaints in January accounted for approximately 47% of all the REP complaints. The first chart below shows five…
FCC Proposes Call Center Onshoring and English Proficiency Requirements
On March 4, 2026, FCC Chairman Brendan Carr announced in a press release that the Commission will be voting this month on proposals regarding the use of offshore call centers by certain U.S. businesses. First, the FCC will vote on reforms…
Texas Court Orders REP to Remove Switch Hold While PUC Case Is Pending
A Texas district court has ordered a retail electric provider to remove a switch-hold from a customer’s ESI ID—even though the dispute is already pending before the Public Utility Commission of Texas (PUC). The order came from the 127th…
Text Messages May Not Be Phone Calls After All?
In recent decisions some courts have held that text or SMS messages are not telephone calls. These decisions have relied upon several prior interpretations and precedents. Yet far more decisions have ruled otherwise. And of course, many of…
Reassigned Numbers
In today’s regulatory environment, “wrong number” is no longer a minor operational issue, it has become a litigation trigger. Across the Energy marketplace, we continue to see active class litigation filings centered on calls and text…
Massachusetts Data-sharing May Occur in 2026
The large electricity distribution companies in Massachusetts are expected to issue requests for proposals (RFPs) to build and manage a data repository of customers for authorized parties once the state regulator approves the effort.…
How to Respond to a PUC-Provided Customer Complaint
There are basic steps that Energy Suppliers and Brokers should take when responding to a PUC-provided customer complaint. Carefully read the PUC Customer Complaint – Read the entire complaint carefully. Promptly acknowledge receipt…
