ESCO Residential Complaint Rate Scorecard
The ESCO Residential Complaint Rate Scorecard reflects the residential customer complaint rate for the reporting period for each of the energy service companies (ESCOs) serving at least 1,000 customers in the New York State energy market.
ESCOs are scored into three groupings of approximately the same size. Significant changes in the complaint rate may occur from quarter to quarter for smaller ESCOs based on only a few complaints. This Complaint Rate Scorecard should be viewed as only one tool when evaluating ESCOs.
Please note the complaint rate is based on an average of the total number of complaints received during the reporting period, irrespective of whether or not the ESCO was determined to be at fault or adequately resolved the consumer’s complaint.