Core Transport Agent Complaint Tracking

The California Public Utilities Commission (CPUC) tracks complaints received about Core Transport Agents (CTA) on a monthly basis as a service to natural gas consumers and in response to consumer requests for this information. The CTA complaint tracking reports reflect both the number of complaints as well as general questions about CTAs received by the CPUC during the most recent 12 months. The complaints and questions are grouped into three categories: Billing, Service and Abusive Marketing. The categories of the complaints are open, and the listing of a complaint does not implicate the CTA in any wrongdoing.

Please be aware that the CTAs may not be at fault for some of these complaints. Since many of the claims are still being investigated, the CPUC does not know whether the complaints are legitimate at this time. For this reason, you should use this information in combination with other resources available to you in deciding which CTA will best serve your needs. As California consumers are better informed, the CTA competitive natural gas market will be stronger, and abusive marketing will occur less frequently.

Explanation of Types of Contact:

  • Billing: Contacts related to disputed items appearing on the consumer’s utility bill, the bill amount, delayed billing, deposits, payment arrangements, early termination fees, and other billing concerns.
  • Service: Contacts concerning delayed orders/missed appointments, disconnection for nonpayment, disconnection in error, and service quality issues.
  • Abusive Marketing: Contacts concerning unauthorized changes in service, disputed customer of record, and deceptive marketing.

Complaint Tracking

Click the appropriate to view results.

Utility Enforcement Branch Citations

On October 25, 2018, the CPUC enacted Resolution UEB-003 adopting a Core Transport Agent Citation Program, delegating authority to the Consumer Protection and Enforcement Division (CPED) to issue citations of $1,000 per incident to CTAs that fail to comply with the standards for verification of change in provider requirements described in D.18-02-002.

 

To see a list of CTAs who have received citations from the CPUC’s Utility Enforcement Branch, visit Energy Citation Programs and scroll to the bottom of the page to view a list of recent citations

 

Related Programs

Related Divisions