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Richard Piatt reportingA huge billing error from Questar gas has the governor joining the chorus of 500 customers. They are all asking why?
The governor will be among those watching upcoming investigations and hearings on the Questar billing errors.
Some customers found out they owe a lot more than they thought. That's because a computerized meter reader wasn't working properly for years.
News of the Questar billing error is still new enough that no one knows how the company's loss will be recovered. But the bottom line is: if the people who were undercharged don't pay, then all Questar customers will.
Under Utah Public Service Commission rules, Questar can seek back payment for up to two years, if there was a billing error. They only have six months if the problem was a meter malfunction. There is a dispute about which it is.
Questar says those customers should pay in full what they owe. Customers don't think they should pay for Questar's mistake. One customer said, "I think it's a big mess. They should pay for their own goof ups."
Dozens of Questar customers started complaining after getting huge gas bills. The company says that new computer software uncovered a glitch in the meter-reading system.
About 500 meters recorded only half the natural gas usage for years.
Longtime Questar critic, Roger Ball, wants the company closely investigated for the mistake. Ball is with the Utah Ratepayers Association. He says, "That's entirely rooted in a failure of Questar management to implement this transponder program in an efficient and effective way."
At his monthly KUED news conference, Gov. Huntsman said he's also curious about what happened. He said, "Every business goes through the same kind of thing. And what you do is you look to the responsible party, and say, ‘why wasn't it done right?' Somebody's responsible, there's a responsible party within the organization. And there's probably some explaining to do."
In fact, several state agencies headed up by the public service commission will investigate.
But, Julie Orchard pointed out, the outcome will reflect both consumer and Questar's interests. Orchard said, "We encourage the public to come in and give us their point of view."
For now, Questar says customers should pay their bills. The company is willing to establish a payment plan.
A complaint to the Public Service Commission could affect people's individual cases.
For more information on filing a complaint, go to the related link.
E-mail: rpiatt@ksl.com
