Glasgow Electric Plant Board

After receiving the complaint from Ms [redacted] yesterday, I’ve looked into the matter and will address what she submitted to youI personally wish that the online payment center worked quicker, but it's the best we’ve foundWe tell all new customers that payments made online take up to hours to post to your account (this is posted plainly on the first screen you see when making a paymentPerhaps it should be larger, bolderWe’re looking into changing thatMs [redacted] was “told that by another person” only because it’s trueTwo reasons she couldn't get an extension: We no longer grant extensions (all billing dates were changed, giving everyone longer to pay, not just twice a year as in the past — extensions no longer necessary, they’re “built in) and collections were scheduled for that dayWe've never been able to grant extensions that lateHowever, we always make automated phone calls at least a day before collections are done so that customers have every reasonable opportunity to pay before service is interrupted“ No one likes that kind of a surprise and the EPB goes above and beyond in advance notice We would never knowingly hang up on anyone unless they are using abusing or vulgar languageHowever, cellphones aren’t perfectPerhaps the call was droppedI can’t answer this one with any more clarity than that because I simply don’t have the informationIf she had paid this late in the billing cycle in the past and avoided disconnection it was simply a matter of good fortuneIt is always tempting fate to wait until the last possible date before disconnection to payMost of us put gas in our cars BEFORE it gets too close to empty, because we realize we might end up [redacted] walkingPaying utilities late is “dangerous” in the same wayIt may result in extra charges and greater inconvenienceMs [redacted] asked to speak to our SuperintendentOne of the ladies in Customer Service went to get him, but Ms [redacted] drove awayMs [redacted] asks for an apology| apologize that her transactions have not always gone as smoothly as she would likeHowever we only sell a service and most customers do not have these types of problemsIf she wants to talk to the owner of the company, that's the 15,people that we serveOur customers own the Glasgow EPBWe have no stockholders other than our fine customers that we are proud to serveWe are a municipal utility, formed by our citizens over years ago Please allow me to make a suggestionIn the future, if Ms [redacted] has a problem with anything that t is EPB related, suggest that she contact me directly instead of an organization miles awayShe will get a fair hearing and fair treatment, as we have always doneWe also use this type of input to learn, grow and improveAnd I thank her for the feedback - I’d just rather it came to me directlyShe may call me at ###-###-####, my direct number or by email at [redacted] Respectfully, [redacted]

Ms [redacted] problem appears to have nothing to do with Customer Service IssuesRather, she is attempting to use Revdex.com to further her complaints about an electric rate structure that assures that all customers pay their correct cost of being servedThe rate has been in place since January of This rate is the most fair that Glasgow’s rates have ever beenUnder this rate, we are able to charge each customer, not only for the energy that they use, but also the cost that they generate relative to their contribution to the wholesale peak demand chargeNo longer are the rates socialized and averaged outRather, each customer’s usage is accurately measured and compared to the wholesale cost of energyEach customer pays their own way We use historical data, computer programming and common sense to alert customers (that choose to receive the alerts) as to what days that the monthly one peak hour is most likely to occurCutting back on electrical consumption during this time can mean significant savings, and it that savings that is enjoyed by the overwhelming majority of our electric customersThere is no requirement to turn everything off, just cut back on things that can be moved to another time, such as dishwashing or clothes washing and dryingEven if a particular customer, such as Ms [redacted] , did not wish to receive an alert, it’s really common senseIn weather extremes, the highest hour’s usage will generally occur on the hottest or coldest weekday of the monthIn the winter the peak hour is most likely to occur between am and noonIn the summer the likely hour is between noon and pmCutting back on these days and hours saves moneyOn average, we have alerted our customers three to five days per month This rate structure does not target, either fairly or unfairly, “seniors, poor people” or anyone elseAs to the Customer Charge, since our historic kilowatthour (kWh) rates have been drastically reduced to pass through only the wholesale cost of energy, the collection of the fixed costs necessary to maintain the local power grid must come from a fixed Customer ChargeThough the charge has increased, that increase is offset by the reduced kWh chargeMs [redacted] complaint implies that we are a renegade utility and that we are operating outside of the strenuous regulatory environment in which all electric utilities operateThat is far from being correct Our de facto regulator is Tennessee Valley Authority (TVA)We are owned by the City of Glasgow, and all of our rates, like all electric rates across the United States, are closely regulated and annually audited (the results of which are always posted on our website)Therefore, we answer not to a state agency, but to local government and the federal governmentThe rates we have implemented have been rigorously reviewed and approved as a part of that regulatory processThe Kentucky Office of the Attorney General has gotten involved, but they have only filed comments as they are not in charge of the TVA/Glasgow EPB regulatory relationshipAs a result of requests from Ms [redacted] , and others, we implemented an alternative rate and, in a most general sense, yes, it is a more conventional kWh only rateIt is not simply more expensive The Glasgow Electric Plant Board has gone far above and beyond any rational concept of communicating this to our customers so that they can make the best decisions about their usage possibleWe talked about this for well over two years before it ever went into effectWe’ve written about it on our blog, had community meetings at the local library, featured it on our ***ing, run a multitude of spots on cable TV and radio, set up a separate website specifically devoted to this (www.infotricity.org) and set up a specific TV channel devoted entirely to the conceptThose who still oppose the rate are doing so for reasons that are well outside of the realm of striving to understandOver the last fourteen months, since the rate went into effect, I’ve talked with countless people in person, on the phone, via email, by facebook and in my office about the rateI’ve explained customer’s ***s to them, how the new rate works, why TVA charges the EPB (and the other utilities that TVA serves) a demand charge, and what does that mean to them, from a practical standpointIn all that time, Ms [redacted] has never contacted meI would be glad to speak with her, just as I have these other customers that I mentionedThat would be more effective and helpful than contacting the Revdex.com that is over miles awayMy direct number is ###-###-#### and my email address is [redacted] I’ll be glad to speak with Ms [redacted] and help her switch to the alternative rate structure [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I am disheartened by the response from GEPB representative [redacted], but I am not surprised.  The superintendent of the GEPB [redacted] and other GEPB employees have disparaged everyone who opposed their patented rate design “Infotricity”.   Mr. [redacted]’s response is disingenuous and loaded with inaccurate information.  While I have not spoken directly to Mr. [redacted], I have spoken numerous times to [redacted] and have attended several GEPB Board of Director meetings.   When Mr. [redacted] states that the Infotricity rate design is fair, that too is false.  The patenting of Infotricity speaks volumes.  This is the Superintendent of the GEPB [redacted]’s claim to fame.  Mr. [redacted] has spoken numerous times across the country about it.  There has to be something inherently wrong, possibly illegal and certainly unethical, about a non-profit public utility patenting a rate design (Infotricity) for the purpose of what, I ask, to profit by selling the rate design to other utility companies or perhaps to profit by gaining prominence that could lead to future job possibilities and speaking engagements?  It is for this very reason that Glasgow residents are suffering.  The GEPB has so much invested in this that they have dug in their heels and refuse to acknowledge that this rate structure does not work and has resulted in deprivation and suffering to residential customers. This rate structure is not fair because it begins with a false premise.  The rate design came about because [redacted] said that medium and large businesses were “subsidizing” residential customers.  Let me inject that I fully understand that utility companies are moving towards peak demand charges.  The demand charge not the problem with Infotricity and the alternate rate GEPB is now offering.  The problem with Infotricity is that the GEPB feels that since everyone contributes to the peak demand hour, then everyone should pay equally for it.  This is a false premise and is the blunder in this rate design.  Medium and large businesses create and define when the peak demand hour occurs.  This is why the peak demand hour falls Monday – Friday, exclusive of weekends.  In all practicality, many residential customers hardly contribute to the peak demand at all.  How is it fair for someone using less than 1000 kwH to be required to pay the full cost of the peak rate when it is medium and large businesses that creates the peak rate.   By passing the peak rate charge at full cost to residential customers, Glasgow residents are living in deprivation for up to 50 + hours each month or face an electric [redacted] they cannot afford.  The GEPB cannot predict the hour each month that the peak demand occurs so residents have to assume it could occur anytime, resulting in hours of deprivation.  Many residents have to turn off heat/air, sit in darkness, and be fearful of doing normal household chores, such as laundry, cooking, or running the dishwasher.  These activities could run up our electric [redacted]s $70 - $100 + for that one hour of electric use.  I do not accept Mr. [redacted]’s response as it contains no resolution to mine and others’ suffering.  Prior to 2016 the GEPB told customers that there would be one hour a month of a high peak rate, but now we know that the peak rate hour is not predictable so there are actually numerous hours each month of suffering to avoid the peak demand cost.  Prior and into 2016 the GEPB stated that this rate design is necessary to curb energy use –“ to make the energy hogs pay their fair share”.  However, conservation is no longer being talked about because the results from 2016 data show that while residents and small businesses are conserving (using less electricity) they are paying more.  Medium and large businesses are using more electricity (zero conservation) and are saving hundreds and thousands of dollars while using MORE electricity.  Our local hospital saved over $75,000 in 2016 (other figures show their savings was closer to $150,000).  A member of the GEPB Board of Directors has ties to this hospital.  I have a letter from [redacted] on GEPB letterhead to this board member asking this board member what the hospital could do for him/GEPB in light of these savings.  (Seems very inappropriate/conflict of interest).  Other large businesses in Glasgow are saving thousands of dollars monthly but are not using less electricity.  This information came straight from [redacted] during a GEPB Board of Directors meeting.  Mr. [redacted] stated that he did not expect these results.  I’ve lived long enough to know when something doesn’t smell right you follow the money trail.  I have no answers because there is information to which I am not privileged, but I hope the Revdex.com can help us.  Glasgow residents are in a battle between the Have and the Have Nots.  Too many people have too much to lose (the people benefitting from this rate structure; ie, [redacted] and medium and large businesses) and they are the ones with the resources.  Those of us suffering under this unfair rate design have limited resources and need help.  Here are the solutions to this problem:GEPB needs to charge residential customers a reasonable rate that does not include the full cost of the peak demand charge because medium and large businesses create and define the peak demand.  This rate should be based on the amount of kw used by a customer.  This type of rate design is known in the electricity field as “tiered rates based on usage”.  This is how many utilities are charging customers for peak demand costs.  For example, customers who use less than 500 kwH would pay the lowest rate and large businesses using the most kwH would pay the highest rate.  A second option is to set the peak demand hour in advance, making customers aware IN ADVANCE of when the peak demand hour will be so that customers can plan accordingly and not have to live in deprivation numerous hours every month.  This is the rate design recommended by the Kentucky Attorney General’s office.  The customer fee must be lowered.  It is unacceptable that customer fees have drastically increased, almost tripling for residential customers.  Some months half of my electric [redacted] is the customer fee.  I am begging the Revdex.com to do everything and anything you can to help me and other Glasgow residents who are suffering at the hands of the GEPB.  The GEPB feels they are not accountable to anyone but the TVA.  It is unacceptable for any public utility to be free from the oversight of the Public Service Commission.  Glasgow is seeing first hand why this lack of accountability is harmful to residents and why this rate design is not being used anywhere else in the nation.   
Regards,
[redacted]

After receiving the complaint from Ms. [redacted] yesterday, I’ve looked into the matter and will address what she submitted to you. I personally wish that the online payment center worked quicker, but it's the best we’ve found. We tell all new customers that payments made online take up to...

48 hours to post to your account (this is posted plainly on the first screen you see when making a payment. Perhaps it should be larger, bolder. We’re looking into changing that. Ms. [redacted] was “told that by another person” only because it’s true. Two reasons she couldn't get an extension: We no longer grant extensions (all billing dates were changed, giving everyone longer to pay, not just twice a year as in the past — extensions no longer necessary, they’re “built in) and collections were scheduled for that day. We've never been able to grant extensions that late. However, we always make automated phone calls at least a day before collections are done so that customers have every reasonable opportunity to pay before service is interrupted“ No one likes that kind of a surprise and the EPB goes above and beyond in advance notice.
We would never knowingly hang up on anyone unless they are using abusing or vulgar language. However, cellphones aren’t perfect. Perhaps the call was dropped. I can’t answer this one with any more clarity than that because I simply don’t have the information. If she had paid this late in the billing cycle in the past and avoided disconnection it was simply a matter of good fortune. It is always tempting fate to wait until the last possible date before disconnection to pay. Most of us put gas in our cars BEFORE it gets too close to empty, because we realize we might end up * walking. Paying utilities late is “dangerous” in the same way. It may result in extra charges and greater inconvenience. Ms. [redacted] asked to speak to our Superintendent. One of the ladies in Customer Service went to get him, but Ms. [redacted] drove away. Ms. [redacted] asks for an apology. | apologize that her transactions have not always gone as smoothly as she would like. However we only sell a service and most customers do not have these types of problems. If she wants to talk to the owner of the company, that's the 15,000 people that we serve. Our customers own the Glasgow EPB. We have no stockholders other than our fine customers that we are proud to serve. We are a municipal utility, formed by our citizens over 50 years ago. 
Please allow me to make a suggestion. In the future, if Ms. [redacted] has a problem with anything that t is EPB related, suggest that she contact me directly instead of an organization 100 miles away. She will get a fair hearing and fair treatment, as we have always done. We also use this type of input to learn, grow and improve. And I thank her for the feedback - I’d just rather it came to me directly. She may call me at ###-###-####, my direct number or by email at [redacted].
Respectfully,
[redacted]

Ms. [redacted] problem appears to have  nothing to do with Customer Service Issues. Rather, she is attempting to use Revdex.com to further her complaints about an electric rate structure that assures that all customers pay their correct cost of being served. The rate has been in place since January of...

2016. This rate is the most fair that Glasgow’s rates have ever been. Under this rate, we are able to charge each customer, not only for the energy that they use, but also the cost that they generate relative to their contribution to the wholesale peak demand charge. No longer are the rates socialized and averaged out. Rather, each customer’s usage is accurately measured and compared to the wholesale cost of energy. Each customer pays their own way.  We use historical data, computer programming and common sense to alert customers (that choose to receive the alerts) as to what days that the monthly one peak hour is most likely to occur. Cutting back on electrical consumption during this time can mean significant savings, and it that savings that is enjoyed by the overwhelming majority of our electric customers. There is no requirement to turn everything off, just cut back on things that can be moved to another time, such as dishwashing or clothes washing and drying. Even if a particular customer, such as Ms. [redacted], did not wish to receive an alert, it’s really common sense. In weather extremes, the highest hour’s usage will generally occur on the hottest or coldest weekday of the month. In the winter the peak hour is most likely to occur between 6 am and noon. In the summer the likely hour is between noon and 6 pm. Cutting back on these days and hours saves money. On average, we have alerted our customers three to five days per month.  This rate structure does not target, either fairly or unfairly, “seniors, poor people” or anyone else. As to the Customer Charge, since our historic kilowatthour (kWh) rates have been drastically reduced to pass through only the wholesale cost of energy, the collection of the fixed costs necessary to maintain the local power grid must come from a fixed Customer Charge. Though the charge has increased, that increase is offset by the reduced kWh charge. Ms. [redacted] complaint implies that we are a renegade utility and that we are operating outside of the strenuous regulatory environment in which all electric utilities operate. That is far from being correct.  Our de facto regulator is Tennessee Valley Authority (TVA). We are owned by the City of Glasgow, and all of our rates, like all electric rates across the United States, are closely regulated and annually audited (the results of which are always posted on our website). Therefore, we answer not to a state agency, but to local government and the federal government. The rates we have implemented have been rigorously reviewed and approved as a part of that regulatory process. The Kentucky Office of the Attorney General has gotten involved, but they have only filed comments as they are not in charge of the TVA/Glasgow EPB regulatory relationship. As a result of requests from Ms. [redacted], and others, we implemented  an alternative rate and, in a most general sense, yes, it is a more conventional kWh only rate. It is not simply more expensive.  The Glasgow Electric Plant Board has gone far above and beyond any rational concept of communicating this to our customers so that they can make the best decisions about their usage possible. We talked about this for well over two years before it ever went into effect. We’ve written about it on our blog, had community meetings at the local library, featured it on our [redacted]ing, run a multitude of spots on cable TV and radio, set up a separate website specifically devoted to this (www.infotricity.org) and set up a specific TV channel devoted entirely to the concept. Those who still oppose the rate are doing so for reasons that are well outside of the normal realm of striving to understand. Over the last fourteen months, since the rate went into effect, I’ve talked with countless people in person, on the phone, via email, by facebook and in my office about the rate. I’ve explained customer’s [redacted]s to them, how the new rate works, why TVA charges the EPB (and the 153 other utilities that TVA serves) a demand charge, and what does that mean to them, from a practical standpoint. In all that time, Ms. [redacted] has never contacted me. I would be glad to speak with her, just as I have these other customers that I mentioned. That would be more effective and helpful than contacting the Revdex.com that is over 100 miles away. My direct number is ###-###-#### and my email address is [redacted] I’ll be glad to speak with Ms. [redacted] and help her switch to the alternative rate structure. [redacted]