We strive at the Public Service Commission to resolve complaints in the simplest, fairest, and most expedient manner possible, consistent with your concerns.
One very handy tool we have been able to use is the mediation process, which is handled by the Commission’s Division of Administrative Law Judges.
The dedicated lawyers who populate this office handle any number of cases that are referred to them by the three-member Commission. The cases before the judges involve many different issues and are often complex.
The Division also resolves cases through mediation. In Mediation, two or more opponents talk out their disagreements and try to resolve all issues without resorting to formal litigation. Mediations are usually concluded telephonically to save the parties’ time and travel. Our ALJs act as neutral referees and encourage dialogue to resolve issues.
Mediation and our informal complaint system have been very successful in resolving even the most complex issues to the satisfaction of the parties, and without resorting to expensive and time-consuming litigation.
Last year, 70 percent of the cases that went to mediation were successfully resolved at that level. That means 104 cases did not have to go through a long litigation process.
We found the program so successful that last August, we expanded it through two general orders issued by the Commission.
The orders established opt-out mediation for most commercial customers who file a complaint against a utility.
Going forward, the Commission will automatically mediate these complaints unless one or more of the parties chooses not to participate, that is, opts out. If one or more of the parties opt out of mediation, the Commission will proceed with adjudication of the matter.
The new process for commercial customers will match the process in place already for residential customer complaints against utilities.
The General Orders also establish automatic referral of formal complaints brought by commercial customers to the Division of Administrative Law Judges.
Opt-out mediation should save parties money, speed up the resolution process, and streamline complaints.
Formal complaints with a statutory deadline, such as complaints against locally rate regulated utilities, remain open to mediation, but all parties must opt in.
The Commission initially opened a mediation program in 2007 and has expanded the system on several occasions.
We hope you never have a complaint that has to come before the Commission.
But if you do, we want you to know there are multiple ways to have your complaint heard and resolved by your Commission.
