House approves probe into LUMA complaint handling after members cite repeated closed claims

The House approved Resolution de la Cámara 399 on Sept. 29 to investigate how LUMA, the island's electric service operator, processes and closes customer complaints.

Representative Hernández Concepción introduced the measure and described constituent reports that LUMA frequently closed outage or service complaints without resolving them, forcing residents to file multiple complaints for the same problem. "...cuando hay situaciones de averías de Luma... nos envían las querellas... luma las ha cerrado y no las ha atendido," he said on the floor.

Hernández Concepción asked that the measure include public hearings and encouraged citizens to follow the commission's schedule so the committee can summon LUMA officials and others to explain complaint-handling procedures. The sponsor said the inquiry seeks to ensure complaints are logged and addressed and to determine why some citizens must file six to eight complaints before service is restored.

The resolution was received, debated and approved by the chamber. The transcript records voice approval and does not show a roll-call tally for the second-turn approval; subsequent calendaring placed related measures for final voting.

Why it matters: The inquiry targets utility responsiveness and consumer protections at a time when members reported recurring outages and customer frustration. The investigative process could result in recommendations or enforcement requests to regulatory agencies.

Next steps: Resolution de la Cámara 399 will be referred to the House commission for hearings and evidence gathering.