The IUB is aware of customer concerns about big increases in their Alliant energy bills in Clinton and other communities. A spokesman for the agency says they have received complaints from Alliant customers regarding high bills. Links to information on filing a complaint included. (statement issued to KROS NEWS inquiry about the issue)
A spokesman tells KROS NEWS those complaints are currently being investigated by IUB customer service staff as required by the process outlined in our rules in Iowa Administrative Code
The spokesman-an in an email to KROS NEWS emphasized that they encourage customers to contact their utility company (Alliant in this case) and resolve utility service issues prior to filing a complaint with the IUB. If customers can’t resolve the issues, they are welcome to file a complaint with the IUB.
The IUB takes customer complaints very seriously, investigates every complaint that is filed with us, and requires a response from the utility. It doesn’t matter how many complaints are filed, each complaint is investigated individually. If customers are unable to resolve their concerns with their utility company, they may file a complaint and complaints are processed in the order that they were received.
The following is information regarding the customer complaint process that the IUB is required to follow, including a link to the Iowa Administrative Rules and links to our website, which include information on how to contact IUB Customer Service staff and how to file a complaint:
- The IUB is required to follow the rules in Iowa Administrative Code-IAC 199 Chapter 6 (Complaint Procedures) . Written complaints are received by the IUB with specific information from a customer regarding their individual situation. The IUB can receive this complaint information by email, postal mail, fax, or through a submitted online complaint form at https://iub.iowa.gov/complaint-form. Customers can find more information on how to file a complaint and how to contact IUB Customer Service on the IUB website at https://iub.iowa.gov/how-to-file-complaint.
- If the complaint is filed electronically, the customer receives an auto-reply acknowledging receipt by the IUB. Within 10 days of receipt, the customer, the utility company (Alliant) and the Office of Consumer Advocate (OCA), receive a copy of the complaint and initial letter from IUB staff asking the utility to respond to the issues in the complaint. Within the next 20 days, the response by the utility is due to the IUB.
- The customer information and the utility’s response are then reviewed by IUB staff. As necessary, IUB staff will request additional information in order to complete their investigation. When the staff investigation is complete, IUB staff will then propose a resolution letter and send the letter to the customer, to the utility, and to the OCA. The proposed resolution may be accepted or appealed to the Board with a request for a formal hearing.
