Today my colleague Mitchell Englander arranged for LADWP Executive Director Ron Nichols and Customer Service Manager Sharon Grove to answer questions and provide their plan for mitigating the recent billing issues affecting 5% or 70,000 ratepayer households.
I applaud Councilmembers Englander and Nury Martinez for proposing a moratorium on service billing disconnects related to the recent billing snafus which have also kept customers waiting on the phone recently for sometimes hours at a time. This moratorium passed unanimously today in council.
We all acknowledge that this poor level of customer service is not acceptable. I also want to acknowledge my colleague Felipe Fuentes for his leadership as Chair of the Energy and Environment committee for demanding an immediate mitigation to these serious customer service problems.
I was encouraged by Ms. Grove's testimony that the agency has focused on resolving this issue in an urgent matter. For assistance, customers can contact LADWP at firstname.lastname@example.org or call 1-800-DIAL-DWP.
PHOTO: William Ayala