DTE Ordered To Explain Improper Power Shut-Offs

DETROIT, MI – Some 5,000 DTE Electric customers had their power cut off, and the utility company acknowledges that it "possibly" did not follow the proper notification policies for its customers who were behind on their bills. The Michigan Public Service Commission wants answers from DTE.

The commission has ordered DTE Electric and DTE Gas companies to prove they did not violate billing rules. A hearing between the utility co. and the commission has been set for 9 a.m. March 2.

MPSC officials say misinformation from DTE has led them to demand the hearing to examine possible billing rule violations, obtain an accurate assessment of the extent of shutoffs and billing errors, and determine whether the errors have been resolved.

The utility blamed a new billing system for the numerous improper shutoffs.

DTE last month reported customer complaints over its new billing system, and later noted that it had identified a potential error regarding improper notice of shutoff for nonpayment, causing about 5,000 customers out of 9,000 shutoffs to lose service without proper notification under the statutory billing rules.

The company said it has restored service to all 9,000. In a separate letter to the commission, DTE attorney David S. Maquera said that the shutoffs occurred between Dec. 1 and Jan. 12.

The company's shutoff process includes a "red" bill that indicates a customer's account is in arrears and subject to disconnection for non-payment. A followup "Notice of Intention to Shut-Off" is then sent to the customer. Maquera, in his letter, said DTE determined that "possibly" that followup notice was not sent to some customers.

"DTE has since resolved the notification letter generation defect and verified that the notice procedure is now operating correctly," Maquera said. "In addition, a new control has been embedded into the notification process to prevent this situation from occurring in the future."

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