20070621Decision memo.pdf

DECISION MEMORANDUM
TO:COMMISSIONER KJELLANDER
COMMISSIONER SMITH
COMMISSIONER REDFORD
COMMISSION SECRETARY
LEGAL
WORKING FILE
J-(V -r-6 -7 -
FROM:MARIL YN PARKER
DATE:JUNE 12, 2007
RE:FORMAL COMPLAINT OF JIM WILLSON DBA CUSTOM TOWING
& .
RECOVERY.
On May 24 2007, the Commission received a "formal" complaint (attached) from Jim
Willson dba Custom Towing & Recovery against Intermountain Gas Company. Mr. Willson
disputes a rebilling in the amount of $2 000.92 plus late interest charges for natural gas that
Intermountain told him was used but not billed due to the Company s computer being
programmed improperly. The billing error covered the time period of December 2003, when the
meter was installed, until December of 2006 when the programming error was discovered (37
months). Mr. Willson was rebilled for 36 months as allowed by Utility Customer Relations Rule
(OCRR) 204.01. Mr. Willson was unsatisfied with the outcome of the informal procedures to
resolve his complaint and has filed this formal complaint.
BACKGROUND
On January 17, 2007, Mr. Willson called the Idaho Public Utilities Commission to
discuss an issue he had with Intermountain Gas Company. Mr. Willson stated that he had
received a telephone call from the Pocatello manager of Intermountain Gas informing him that
he had been under billed since December of 2003. He was told by the Company that he had been
billed for one-half of what he should have been billed due to a computer programming error.
The bills are for a shop that Mr. Willson had constructed in 2003. Intermountain Gas offered
Mr. Willson 36 months to pay the rebilled amount as required by OCRR 204.02; however, the
customer indicated that an extra $57 a month for 3 years was a hardship.
DECISION MEMORANDUM - 1 -JUNE 12, 2007
On February 23 2007, the customer asked Intermountain to disconnect the service at his
shop. Service was disconnected on the following working day (February 26, 2007). As of May
2007, the total amount owing is for the original rebilled amount of $2 000.92 plus three
months oflate interest assessed in February, March and April. The total amount owing is
061.55 , of which $60.63 is late fees.
Staff's understanding is that the computer programming error that caused the incorrect
billing was due to a foot drive error. In a foot drive error, the meter, index and ERT function
correctly, but the programming necessary to prepare bills is not done correctly in the office.
Most residential customers have a I-foot drive meter, while customers with larger usage
requirements may have a 2 , or 10-foot drive. A customer with a 2-foot drive meter that was
incorrectly identified in the billing system as a I-foot drive meter would have been billed for
one-half the actual usage, as is the case with Mr. Willson.
ST AFF RECOMMENDATION
Jim Willson of Custom Towing & Recovery was not satisfied with the outcome of the
informal complaint. Consequently, he filed a formal complaint. See Rules 23 , 25 and 54
IDAPA 31.01.01.023
, .
024 and .054. Staff recommends that the Commission issue a Summons
to Intermountain Gas Company and direct the Company to file a response to the complaint.
COMMISSION DECISION
Does the Commission wish to accept Custom Towing s formal complaint?
Does the Commission wish to issue a Summons to Intermountain Gas, directing an
Answer be filed to Mr. Willson s Complaint? Alternatively, does the Commission wish to
proceed under Modified Procedure?
A(~
Marilyn arker
i:udmemos/formal complaint dec memo willson
DECISION MEMORANDUM - 2-JUNE 12 2007