Indiana URC: Consumer Affairs

Deck: 

A Day at the Indiana URC

Fortnightly Magazine - July 2019
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It was May when the PUF team traveled to Indianapolis and received a warm welcome at the Indiana Utility Regulatory Commission. Commissioners and Staff educated us about Indy, also known as Circle City, as the statehouse was planned around Monument Circle. It's reminiscent of Washington, and not surprising as a surveyor for Pierre L'Enfant, who designed our nation's capital city, with its many traffic circles, helped design the Indy town plan.
 

PUF: Tell me what your role here is?

Kenya McMillin: My role is to oversee the Consumer Affairs Division, and with that we take complaints. A lot of customers sometimes think we're the utility, but we're not. Our role is to investigate. When customers call in, they may have an issue with the utility, so we review the rules to determine if the utility is in compliance. 

The other thing that we do is try to look for opportunities where we can help the customers beyond the rules. Because ninety-nine percent of the time the utilities haven't done anything wrong. Could some things be done better? Absolutely. There is always room to improve. We look for opportunities to help the customers, and also educate them about the rules and regulations.

PUF: What is your typical day like?

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