Donna L. Nelson Chairman Greg Abbott Governor Kenneth W. Anderson, Jr. Commissioner Brandy Marty Marquez Commissioner Brian H. Lloyd Executive Director 11/06/2015 Ms Sandra Denton Sienna Plantation Residential Association 9600 Scanlan Trace Missouri City TX 77459 RE: Complaint CP2015100848 Dear Ms Denton: Our of?ce received your complaint concerning Centerpoint Energy through Chairman Nelson?s Of?ce. You mentioned that your community is having problems with dependable and reliable power from Centerpoint. You reported that you incur an expense every time the power goes out because the pumps shut down at your pools; and other systems turn off and have to be restarted, often by trained professionals. Additionally, you must regularly replace expensive equipment as well as electronics in your Association of?ces and facilities. You also reported that within the last year, you have had continual communications with representatives from Centerpoint; however, in the last few weeks they have been unable to commit as to when and What will be done to improve the reliability. With the information you provided, we contacted Centerpoint Energy to research the issue and ?le a response within the 21-day period provided for by the rules. Today, we reviewed the company?s response and determined the following. Centerpoint?s records show that over the past 3 months momentary (less than 1 minute or ??icker?) outage events were recorded on 07/28/ 15, 08/08/ 15, 08/ 1/ 15, 08/ 13/ 15, 08/ 15/ 15, 08/20/ 15, 08/28/ 15, 09/02/15, 09/ 10/ 15, and 09/27/ 15. We understand that these short duration events were all a result of weather producing lightning strikes on Centerpoint equipment in the area. Centerpoint advised us that their distribution system controls are designed to operate in this manner to prevent long term outages. According to Centerpoint, the system senses a lightning strike and opens the breaker to limit damages to the equipment. After about 30 seconds, the breaker recloses and returns the system to normal; If it were not set up this way, any lightning strike would create customer outages lasting a much longer time of 1 hour or more. Centerpoint records show that you two sustained outages on 07/ 14/1 5 (7 hrs, 29 min) due to a car hitting a pole and 09/29/15 (5 hrs. 47 min) due to a tree behind 3102 Five Oaks Drive and outside of the Centerpoint easement falling on overhead power lines. Enclosed, you will ?nd Printed on recycled paper An Equal Opportunity Employer 1701 N. Congress Avenue PO Box 13326 Austin, TX 78711 512/936-7000 Fax: 512/936-7003 web site: Ms Sandra Denton 1 1/06/2015 Page 2 an outage history going back 12 months. This information provides the date, duration, cause, and any action Centerpoint took to restore service for each outage. Centerpoint reported that David Jones contacted the Sienna Plantation HOA by email on 09/30/ 15 to explain to provide information on the cause for the 09/29/15 outage. In that communication, he requested that the HOA encourage residents to report problem trees directly to Centerpoint so that they could be addressed prior to causing an outage. The Customer Protection Division has reviewed the information provided by both you and Centerpoint Energy. According to PUC Substantive Rule ?25.52 Reliability and Continuity of Service Every utility shall make all reasonable e?orts to prevent interruptions of service. When interruptions occur, the utility shall reestablish service within the shortest possible time. We have concluded that Centerpoint makes reasonable provisions to supply steady and continuous delivery service, but does not guarantee the delivery service against ?uctuations or interruptions. Also, our agency regulates the rates and services for local telephone and electric utilities. Unfortunately, this jurisdiction does not extend to reimbursement of expenses you incur when the power goes out. You may wish to pursue this issue through the Texas Court system: - If the total damage claim is less than $10,000, you may ?le your claim in Small Claims Court. To pursue this course of action, you may want to contact your County Clerk?s of?ce for details on the process. (Texas Government Code Chapter 28) - If the total damage claim is more than $10,000, then you must ?le in a County Court or County Court at law. You may want to consult a private attorney about this process. (Texas Government Code Chapter 25) Based on our investigation, the Customer Protection Division (CPD) has determined that the actions of Centerpoint Energy were consistent with PUC Substantive Rule ?25.52 Reliability and Continuity of Service Please keep in mind that you have the option to ?le a formal complaint through the Public Utility Commission if you believe the Customer Protection Division has been unable to resolve your complaint to your satisfaction through our informal complaint process. An informational brochure explaining the formal complaint process is enclosed. You may also access this brochure at Ms Sandra Denton 1 1/06/2015 Page 3 Thank you for the opportunity to address your concerns. If we can assist you with future utility concerns, please contact us toll free through our Customer Assistance Call Center at 1- 888-782-8477. Public Utility Commission of Texas cc: Centerpoint Energy Restore Event Duration Actual Cause CNP Action Date 10/27/2015 13:58 0 min 10/25/2015 16:56 0 min W2 - Strong Wind Restored by automation 231% 10/25/2015 13:23 0 min W2 Strong Wind Restored by automation 2153196 10/25/2015 12:35 0 min W2 - Strong Wind Restored by automation gigs 10/25/2015 9:44 0 min W2 - Strong Wind Restored by automation 212106 10/20/2015 2:49 0 min C6 - Transmission Restored by automation V3 Falling Tree - 2356574 9/29/2015 19:44 2 29 min Outside of the Tree removed and repairs made easement I 2299479 7/28/2015 11:38 0 min 21 - Unknown Restored by automation 2289688 7/14/2015 18:15 1 34 min T2 - Collision 2270135 6/22/2015 22:04 0 min Z1 - Unknown Restored by automation 2264290 6/16/2015 20:09 0 min W1 - Lightning Restored by automation 2263623 6/16/2015 10:05 0 min W2 - Strong Wind Restored by aUtomation 2248868 5/30/2015 17:58 0 min W1 - Lightning Restored by automation 2239860 5/26/2015 3:40 0 min W1 - Lightning Restored by automation 2239810 5/26/2015 3:31 0 min W1 - Lightning Restored by automation 2239799 5/26/2015 3:27 0 min W1 Lightning Restored by automation 2239809 5/26/2015 3:27 0 min W1 - Lightning Restored by automation 2235425 5/25/2015 1:384 59 min 21 Unknown 2234662 5/24/2015 8:58 2 min W1 - Lightning Restored by automation 2234326 5/24/2015 7:21 0 min W1 - Lightning Restored by automation 2233116 5/23/2015 6:27 0 min 21 - Unknown Restored by automation 2228345 5/17/2015 15:33 0 min W1 - Lightning Restored by automation 2228289 5/17/2015 14:55 0 min W1 - Lightning Restored by automation 2222299 5/11/2015 12:41 0 min W1 - Lightning Restored by automation 2209769 4/25/2015 7:50 0 min Restored by automation 2202258 4/18/2015 16:56 0 min W1 - Lightning Restored by automation 2190424 21??292 2122112 2121222 Jelglil?ill l??l??i?Ll 4/17/2015 19:56 0 min 4/17/2015 19:51 0 min 4/13/2015 7:17 0 min 4/3/2015 10:25 0 min 3/18/2015 14:22 0 min 3/7/2015 11:25 0 min 3/7/2015 11:25 0 min 2/21/2015 7:43 0 min 2/17/2015 7:32 0 min 2/9/2015 0:00 4 37 min 1/27/2015 20:54 2 min 1/1/2015 8:14 0 min 12/26/2014 8:22 0 min 12/23/2014 12:11 45 min 12/23/2014 2:11 0 min 12/7/2014 17:17 0 min 11/20/2014 7:04 0 min 11/19/2014 16:15 0 min 10/30/2014 21:38 25 min 10/13/2014 12:19 36 min 10/7/2014 19:32 0 min W1 - Lightning W1 - Lightning W1 - Lightning Zl - Unknown 21 - Unknown 21 - Unknown 21 - Unknown Z1 - Unknown Blown Fuse 1NH 21 - Unknown 21 - Unknown 21 - Unknown F7 - Rotten Pole 21 Unknown 21 - Unknown 21 Unknown 21 Unknown IN - Inspection, Test, Repair or Change W1 Lightning _Zl - Unknown Restored by automation Restored by automation Restored by automation Restored by automation Restored by automation Restored by automation Restored by automation Restored by automation Restored by automation Crew replaced fuse. Restored power Restored by automation Restored by automation Restored by automation Pole replaced and Power restored Restored by automation Restored by automation Restored by automation Restored by automation Planned outage to make repairs Inspected circuit. No damages. . Restored by Crew Restored by automation