HomeMy WebLinkAboutrail_consumer.pdfIPUC Annual Report 2011
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Regulating Idaho’s railroads
More than 900 miles of railroad track in Idaho have been abandoned since 1976. Federal law
governs rail line abandonments. The federal Surface Transportation Board decides the final outcome of
abandonment applications. Under Idaho law, however, after a railroad files its federal notice of intent to
abandon, the IPUC must determine whether the proposed abandonment would adversely affect the
public interest. The commission then reports its findings to the STB.
In reaching a conclusion, the commission considers whether abandonment would adversely
affect the service area, impair market access or access of Idaho communities to vital goods and services,
and whether the line has a potential for profitability.
The Idaho Public Utilities Commission also conducts inspections of Idaho’s railroads to
determine compliance with state and federal laws, rules and regulations concerning the transportation
of hazardous materials, locomotive cab safety and sanitation rules, and railroad/highway grade
crossings.
Hazardous material inspections are conducted in rail yards and at shipping facilities. In 1994,
Idaho was invited to participate in the Federal Railroad Administration’s State Participation Program.
IPUC has a State Program Manager and two FRA certified hazardous material inspectors.
The IPUC inspects railroad‐highway grade crossings where incidents occur, investigates citizen
complaints of unsafe or rough crossings and conducts railroad‐crossing surveys.
Railroad Activity Summary
2011
Inspections 171
Rail cars inspected 1569
Violations 9
Rail cars with defects 215
Crossing accidents investigated 2
Crossing complaints 2
Locomotives Inspected 11
Defects within locomotives inspected 0
IPUC Annual Report 2011
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Consumer Assistance
The Consumer Assistance staff responded to 1,886 complaints, comments or inquiries in
calendar year 2010, of which 90 percent were from residential customers.
Breakdown of complaints by type of utility
Contacts regarding telecommunications companies: 32 percent
Contacts regarding energy (electric, gas) companies: 52 percent
Contacts regarding water companies: 10 percent
Non-utility related contacts: 6 percent
(Qwest Communications had 41 percent of telecommunication complaints; Idaho Power had 51 percent and
Intermountain Gas 21 percent of energy utility complaints and United Water had 32 percent of water complaints.)
Summary of service quality issues:
Disputed billings 23 percent
Credit and collection issues 33 percent
Miscellaneous 14 percent
Utility rates and policies 15 percent
Telecommunications issues 6 percent
Line extensions and service upgrades 1 percent
Service quality and repair 5 percent
While dispute resolution remains an important task, it is hoped that by working with
consumer groups, social service agencies, and utilities, persistent causes of consumer
difficulties can be identified and addressed.
Consumer complaints present an opportunity for utilities and the commission to learn
the effect of utility practices and policies on people. For example, the unintentional and
perhaps unfair impact of a rule or regulation might be discovered in the course of investigating
a complaint. In such cases an informal, negotiated remedy may not be possible, and formal
action by the commission would be required. The Consumer Assistance Staff’s participation in
formal rate and policy cases before the commission is the primary method used to address
these issues.
While the Consumer Assistance Staff is able to respond to some consumer inquiries
without extensive research, about 74 percent of consumer complaints required investigation by
the staff. About 39 percent of investigations resulted in reversal or modification of the utilities’
original action.
Toll‐Free Complaint Line
The commission has a toll‐free telephone line for receiving utility complaints and inquiries
from consumers outside the Boise area. The toll‐free line (1‐800‐432‐0369) is reserved for
inquiries and complaints concerning utilities. Consumers may also file a complaint electronically
via the commission’s Website at www.puc.idaho.gov.