Mexico's federal power utility reports drop in customer complaints

Tuesday, November 29, 2016

The number of complaints lodged against Mexico's federal power company CFE fell 27.5% year-on-year in the January to October period, the utility said, citing figures from the country's consumer protection agency Profeco.

CFE said the reduction was due to supply improvements.

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The tally for the period was 19,935 compared with 27,513 in January-October 2015. In 2015 and 2014, double-digit rises in complaints were reported.

Profeco said in August that 4% of the complaints it receives are about the utility and mainly concern metering and billing.

CFE said in a press release it has installed 51 modules in Profeco offices across the country to field complaints, in addition to seven telephone lines for customers to use. Staff have also undergone customer service training.

The utility said 64% of the complaints to Profeco corresponded to the country's central region, where electricity supply was previously managed by Luz y Fuerza del Centro, a company that was dismantled in 2013.

In related news, Mexico's federal government said it is continuing with an energy efficiency drive.

Energy savings in government buildings totaled 13.2GWh in 2015, equivalent to about 20mn pesos (US$966,762); 18.3Ml of fuel was saved, equivalent to about 248mn pesos and 1.15Mb of fuel oil in industry was saved, equivalent to about 822mn pesos.