The Colorado Public Utilities Commission (PUC) received an update on Investigatory Proceeding No. 24I-0394E, which opened an investigation on Sept.11 2024, into a series of statewide outages reported by Xcel Energy customers. In addition to presenting its findings on increased outages on Xce Energy’s electric system, PUC staff also presented a summary of customer service issues, including billing errors and slow call response time. Both presentations can be found on the PUC Key Proceedings page.
The presentations by PUC staff included initial recommendations for next steps. The Commission plans to hold additional discussions on the information presented today including potential Commissioner Information Meetings or issuing new emergency rules addressing outages, billing, phone response times, and other quality of service issues for customers.
“I want to thank the PUC Staff for providing this information which is the result of a detailed, months-long investigation,” said PUC Director Rebecca White. "While the rules we have in place today ensure some recourse for customers, the question before the Commission now is whether that is sufficient to protect customers. That's where the Commission will be turning its attention next."
Xcel Energy customers with general comments they would like to share with the Commission are encouraged to file using the Online Comment Form, by calling our oral comment line at 303-869-3490, or by emailing comments to dora_puc_website@state.co.us.