Galvanized by increasing consumer complaints, as well as media reports, on the issue of unusually high Pepco electric bills during the 2008-2009 winter heating season  OPC-DC conducted an independent investigation.

On February 18, 2009, OPC-DC requested that the PSC investigate consumers’ complaints of unexpected high bills and direct Pepco to fully explain the causes for the increases.  OPC-DC limited the number of consumer complaints to be investigated and analyzed to those lodged with the Office by a date certain and where written authorization was obtained.  OPC-DC received 208 written, executed consent forms from complainants, who were then individually interviewed by OPC-DC staff to get additional information for use in the Office’s analysis.

Pepco conducted an independent review and concluded 91 percent of the complainant accounts were billed for January and February 2009 based on actual meter readings and that “increased consumption and arrearages were the main contributors.”  As a result of its survey interviews, however, the Office found three trends were responsible for the high Pepco bills:  (1) faulty meters; (2) meter reading error, and (3) increased consumption.  
OPC-DC filed its final report on July 9, detailing its findings on the three trends. In addition, the Office recommended the Commission take the following actions:
•    creation of a collaborative advisory group comprised of consumers, city council members, stakeholders and other policy makers to examine Pepco arrearage and termination policies

•    direct Pepco to develop both short- and long-term repayment plans for all consumers in arrearage situations

•    create a fund to provide assistance to address special hardship cases not addressed by other benefits programs

•    direct Pepco to conduct additional educational campaigns on its budget payment plan to further assist consumers with bill management

•    initiate a Commission investigation of Pepco’s meters, meter reading process, and billing systems to determine whether they accurately reflect consumers’ electric consumption

On August 14, Pepco replied to OPC-DC’s report and challenged all the findings and recommendations. The Company did not address any ways in which it could assist consumers experiencing unusually high electric bills during the winter heating season.  

On October 1, the PSC directed the parties to file lists of proposed issues to resolve the disputed facts, which OPC-DC did on November 24.

OPC-DC is awaiting further Commission action.