This class is responsible for conducting regulatory compliance inspections and investigating customer complaints involving regulated public utilities.
Nature and Scope
This class reports to the Public Utility Administrative Engineer and is responsible for investigating and responding to complaints by customers of regulated public utilities. Complaints typically concern customer bills, rates, and utility service and requires an incumbent to collect facts from the customer and the utility company and provide technical assistance to both parties regarding potential or actual compliance violations and resolution. Investigations of complaints are typically completed in several days but may last several weeks. Work includes conducting inspections of utility company complaint records, conducting signal strength tests, water pressure tests and witnessing utility companies testing of customer meters for purpose of regulatory compliance. In addition, written reports are submitted to the supervisor concerning all activities and findings. Assignments are carried out in accordance with State and Public Service Commission rules, regulations, laws, policies and procedures.
Essential functions are fundamental, core functions common to all positions in the class series and are not intended to be an exhaustive list of all job duties for any one position in the class. Since class specifications are descriptive and not restrictive, incumbents can complete job duties of similar kind not specifically listed here.
Responds to customer complaints against regulated utilities through interviewing both customers and representatives of the utility to detect discrepancies or obtain explanations for situations that led to the complaint; makes recommendations to the utility company to resolve billing discrepancies and informs customer of findings and any resolutions necessary.
Conducts periodic field inspections of utility company complaint records to determine if records are kept in accordance with laws, rules and regulations and to verify accuracy of rates against billings.
Conducts signal strength tests on customer premises and at cable television distribution and receiving sites; performs permit inspections for customer-owned coin operated telephones for regulatory compliance.
Monitors utility rates assessed by public utilities, answers consumer inquiries regarding commission decisions, and may be required to testify/appear before hearings, boards or commissions.
Prepares reports to supervisor concerning complaints, compliance, violations, investigations and findings.
Conducts periodic water pressure tests on customer premises to determine water utility compliance with State law and PSC regulations.
Serves as an official witness during the testing of customer electric and water meters by utility companies to determine accuracy of recording devices and to ensure tests are conducted in accordance with procedures.
Knowledge, Skills and Abilities
The intent of the listed knowledge, skills and abilities is to give a general indication of the core requirements for all positions in the class series; therefore, the KSA’s listed are not exhaustive or necessarily inclusive of the requirements of every position in the class.
Knowledge of utility measuring devices (meters) for electric, gas and water and the methods and techniques of testing the accuracy of metering devices.
Knowledge of the operation of signal strength meter for testing signal strength at cable television distribution and receiving sites.
Knowledge of regulations and rules governing the regulated public utilities and the Public Service Commission as well as general knowledge of the portions of the Delaware Code pertaining to regulated utilities and other federal and state guidelines.
Knowledge of investigative methods, techniques and procedures.
Knowledge of methods and techniques of recordkeeping and report writing.
Knowledge of interviewing methods and techniques.
Knowledge of basic mathematics.
Ability to interpret, apply and explain a variety of rules, regulations, policies and procedures.
Ability to communicate effectively with a variety of customers and regulated public utilities representatives in an impartial manner working towards complaint resolution.
Ability to interpret a variety of test results relative to services provided by public utilities.
Ability to obtain and interpret data concerning utility rates, billings, and services provided by public utilities.
JOB REQUIREMENTS for Public Utility Complaints Investigator
Applicants must have education, training and/or experience demonstrating competence in each of the following areas:
Six months experience in interviewing which includes using structured or unstructured interview techniques to obtain facts, explore issues and identify courses of action.
Six months experience in record keeping.
Six months experience in applying laws, rules, regulations, standards, policies and procedures.
Knowledge of math such as addition, subtraction, multiplication, division, percentages, or decimals.
Possession of a valid Driver's License (not suspended, revoked or cancelled, or disqualified from driving).