In a recent session of the Colorado Public Utilities Commission, discussions surrounding Black Hills Colorado Electric's tariff adjustments revealed significant customer dissatisfaction and operational challenges. The meeting, held on December 5, 2024, highlighted the complexities of customer service and the utility's response to public feedback.

As the session unfolded, key witness Mister Wolf faced pointed questions regarding the utility's Advanced Metering Infrastructure (AMI) and customer satisfaction metrics. Despite his role as general manager, Wolf admitted he lacked personal experience with the AMI meters and the bill portal, raising eyebrows among commissioners and attendees alike. His acknowledgment of not having direct interactions with the systems that customers frequently use underscored a disconnect between the utility's management and its customer base.

The conversation took a critical turn when the number of customer complaints was brought to light. With approximately 700 comments from a customer base exceeding 100,000, the outrage expressed by consumers was palpable. Wolf conceded that he was unaware if the utility's customer satisfaction measures had captured this discontent, suggesting a potential gap in the company's responsiveness to customer needs.

Further scrutiny was directed at the utility's handling of solar interconnections and the accuracy of data presented in testimony. Wolf clarified that while he contributed to the analysis, the information was compiled by a team, indicating a collaborative approach yet raising questions about accountability.

The meeting also touched on past operational missteps, including a 2019 incident involving the incorrect installation of transmission poles, which Wolf claimed he was not aware of at the time. This lack of awareness about significant operational issues further fueled concerns about the utility's oversight and management practices.

As the session concluded, the implications of these discussions loomed large. The dissatisfaction among customers, coupled with the utility's apparent struggles to address these concerns effectively, suggests a pressing need for Black Hills Colorado Electric to reevaluate its customer engagement strategies and operational transparency. The outcome of this meeting may well influence future regulatory decisions and the utility's approach to service delivery in the region.