A Kentucky Public Service Commission Audit audit has
found deteriorating customer service at the state's two largest utilities—Kentucky
Utilities Co. and Louisville Gas and Electric—in recent years and recommends
changes for improvements.
The audit was requested by the PSC after an increasing
number of customer complaints. The audit found problems like long phone waits,
unwarranted power disconnects and a backlog of unresolved billing questions.
KU serves more than 515,000 customers in 77 Kentucky
counties, including Crittenden County where Marion and a portion of the southern
part of the county are serviced.
The audit by The Liberty Consulting Group of Quentin,
Pa., said many problems stemmed from a new billing system, but also cited
understaffed call centers and "an overriding corporate focus on the bottom
line."'
PPL Corp., which purchased the two utilities last year,
made a commitment to maintain superior customer service, but the audit said
that risks missing the point.
"Superior service has been lost; it therefore cannot be
maintained," the report said. "Instead it needs to be 'regained.' "
—The Associated Press contributed to this article
