Missouri PSC investigating Liberty Utilities billing and customer service

The Missouri Public Service Commission has begun an investigation into Liberty Utilities.

Board members say the Commission has had numerous inquiries, complaints, comments, and testimony about issues with the company’s billing and customer service.

“These inquiries have come through the Commission’s customer service hotline, comments and testimony submitted at local public hearings for Liberty Utilities rate cases, and constituent inquiries received by Missouri’s legislators. Because of these persistent concerns, the Commission will direct its Staff to conduct an investigation of all of the Liberty Utility companies operating in the state of Missouri and file a report with any recommended actions to be taken by the Commission.”

Chair Kayla Hahn adds: “My fellow commissioners and I expect to see significant improvements at Liberty Utilities. We heard the testimony at local public hearings. We continue to see problems in the call center with reports that we receive. There is no excuse for customers to not receive bills or for customers to have bills that are not timely or for customers not to be able to reach someone at Liberty Utilities when they have an issue.”

THE COMMISSION ORDERS THAT:

1. Staff shall conduct an investigation of Liberty Utilities’ electric, gas, and water customer service and billing practices and file a report of its investigation when it has completed the investigation.

2. Staff shall file status reports every three months beginning on April 30, 2025, informing the Commission of the status of its investigation and stating when it expects to file its final investigation report.

3. This order is effective when issued.