A Petition for Accountability, Transparency, Reliable Service and Relief for Memphis and Shelby County Utility Customers

 

We, the undersigned residents and utility customers of Memphis and Shelby County, Tennessee, respectfully but firmly demand a comprehensive, independent and transparent audit and investigation into the billing practices, meter accuracy, estimated billing procedures, outage response, infrastructure reliability and customer-service practices of Memphis Light, Gas and Water Division (MLGW).

 

This is not merely a complaint about the inconvenience of a high utility bill.

 

It is a demand for accountability concerning an essential public utility upon which hundreds of thousands of residents depend for electricity, gas and water.

 

MLGW’s own Customer Bill of Rights recognizes its responsibility to accurately meter customers’ utility usage, issue accurate and timely bills and treat customers with respect, fairness and equity.

 

Memphis residents deserve nothing less.

 

Customers throughout our community have raised concerns about extraordinarily high utility bills, unexplained increases in usage or charges, estimated meter readings, recurring outages and interruptions of electrical service during periods of severe weather and extreme heat.

 

When families are receiving utility bills that may reach $800, $900, $1,000 or more, those customers have every right to ask how those charges were calculated and to expect an accurate, understandable and verifiable answer.

 

When electrical service repeatedly fails, particularly during dangerous heat conditions, residents also deserve transparency regarding the condition, maintenance and reliability of the infrastructure their utility payments support.

 

We are therefore requesting an independent examination of whether MLGW’s billing, metering and operational practices are functioning accurately, fairly and in accordance with applicable policies and law.

 

WE FORMALLY REQUEST:

 

1. An independent forensic audit of MLGW residential billing practices.

 

The audit should examine meter readings, estimated bills, billing adjustments, unusually high consumption reports and the accuracy of charges assessed to customers.

 

2. An investigation into unusually high residential utility bills.

 

Investigators should determine whether increases are attributable to documented consumption, approved rates, estimated readings, meter issues, billing errors or other identifiable causes.

 

3. A review of estimated meter readings and subsequent reconciliations.

 

Customers deserve confirmation that estimated bills are properly identified, calculated and corrected when actual meter readings become available.

 

4. An independent review of electrical-grid reliability and infrastructure.

 

The review should examine recurring outages, equipment failures, restoration times, infrastructure maintenance and the adequacy of measures intended to protect customers during severe weather and extreme temperatures.

 

5. Greater billing transparency for customers.

 

Customers should be able to readily determine how much electricity, gas and water they consumed, whether their meters were actually read or estimated, the applicable rates and precisely how their final charges were calculated.

 

6. Public disclosure of the findings.

 

The results of any audit or investigation should be made available to the public in a clear and accessible report, including identified deficiencies and corrective measures.

 

7. Meaningful corrective action when errors are identified.

 

If an investigation determines that customers were improperly billed or charged because of billing, metering or administrative errors, affected customers should receive appropriate corrections, credits or refunds consistent with applicable law and policy.

 

8. Public accountability and an opportunity for customers to be heard.

 

Memphis and Shelby County residents should have an opportunity to present billing histories, meter information, outage documentation and other evidence to the appropriate officials conducting or overseeing this review.

 

THIS IS ABOUT MORE THAN A BILL.

 

Electricity, water and gas are essential services.

 

Families should not have to choose between paying an unexplained utility bill and paying for groceries, housing, medicine or other necessities.

 

Senior citizens should not fear using their air conditioning during dangerous Tennessee heat because they are afraid of what their next utility bill will be.

 

Parents should not have to wonder whether the electricity keeping their children safe and comfortable will remain on during a heat advisory.

 

And no customer should be expected to simply accept an extraordinary bill without the ability to understand, verify and challenge the charges behind it.

 

We are not asking anyone to presume wrongdoing.

 

We are asking for the evidence.

 

If MLGW’s billing and metering systems are accurate, an independent audit can demonstrate that.

 

If deficiencies, systemic errors or improper practices exist, they must be identified and corrected.

 

Either way, the people paying these bills deserve answers.

 

Public utilities exist to serve the public. Transparency should not be controversial. Accountability should not be optional.

 

We therefore call upon the appropriate Memphis, Shelby County and Tennessee governmental and oversight authorities, together with MLGW leadership and its governing bodies, to facilitate a comprehensive and independent audit and investigation and to publicly address the findings.

 

Memphis residents deserve accurate bills.

 

We deserve reliable utilities.

 

We deserve transparency.

 

We deserve accountability.

 

And above all, we deserve peace of mind knowing that the essential services our families depend upon are being provided and billed fairly, accurately and responsibly.

 

We, the undersigned, respectfully demand action.