Monday, September 19, 2011

KU customer service lacking, per audit


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