JEFFERSON CITY—The Staff of the Missouri Public Service Commission (PSC Staff) has filed a complaint against Kansas City Power & Light Company and KCP&L Greater Missouri Operations Company (collectively referred to as KCP&L-GMO) alleging the two electric companies improperly transferred customer information to a third-party, Allconnect, Inc. (Allconnect).
The PSC Staff complaint alleges that the transfer of KCP&L-GMO customer information is occurring without customer consent (and without prior authorization of the Public Service Commission) in violation of Commission rules.
The PSC Staff alleges the transfer occurs when new KCP&L-GMO customers are placing Missouri residential electric service orders, or existing Kansas City Power & Light Company (Kansas or Missouri) customers and existing KCP&L Greater Missouri Operations Company customers are placing transfer service orders from their current residential addresses to Missouri or different Missouri residential addresses within the KCP&L-GMO service area.
“KCP&L-GMO customer service representatives instruct individuals requesting service for the first time from KCP&L-GMO service or at a different address from KCP&L-GMO to remain on the line because their calls will be transferred to an Allconnect customer service representative who, among other things, will provide a confirmation number regarding their start service order and verify the accuracy of the information just received respecting their start service order,” said the PSC Staff complaint.
The PSC Staff complaint alleges that once the caller is transferred to an Allconnect representative, Allconnect offers customers other services such as household products and services (such as phone, wireless, cable TV, satellite TV, high-speed internet and home security systems), as well as promotions such as movers programs and coupons.
As part of its complaint, the PSC Staff alleges the two electric companies are also not following Public Service Commission rules which provide that qualified utility personnel should be available and prepared to respond to customer inquiries and complaints.
“KCP&L-GMO are leaving to Allconnect the investigation and resolution of customer inquiries and complaints regarding Allconnect’s contact with KCP&L-GMO customers rather than KCP&L-GMO handling matters which KCP&L-GMO may have created with customers,” said the PSC Staff complaint.
The PSC Staff complaint recommends the Public Service Commission order KCP&L-GMO to cease the transfer of customer information and calls to Allconnect until and unless KCP&L-GMO applies for and obtains Commission authorization under Section 393.190.1 RSMo. to sell or transfer certain customer information to Allconnect. The PSC Staff is also seeking Commission authorization for its General Counsel to go to court to seek penalties against Kansas City Power & Light Company and KCP&L Greater Missouri Operations Company.
Kansas City Power & Light Company and KCP&L Greater Missouri Operations Company have until June 22, 2015 to respond to the PSC Staff complaint.
