APS Chief Executive Apologizes To Customers During Arizona Corporation Commission Hearing

Published: Wednesday, December 11, 2019 - 5:18pm
Updated: Friday, December 13, 2019 - 3:58pm
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Kaely Monahan/KJZZ
Ryan Randazzo in KJZZ's studio in 2018.

Arizona Public Service chief executive Jeff Guldner has apologized to the thousands of customers who used an online billing tool that overcharged them. Guldner told the Arizona Corporation Commission that APS has a responsibility to do better.

At an open hearing on Wednesday, a contrite Guldner told the commission that over the past three weeks, APS performed an internal review of the cause and scope of the problem and ways to make financial restitution to those impacted. He also said APS — the state’s largest power company — needs to listen.

"To that end I intend to establish a customer advisory panel allowing us to gain a deeper understanding of the customer experience in their own words through their own unique perspectives and with their direct input," Guldner said. 

APS’s chief information officer also spoke before the commission. He said his IT organization failed to adequately build and test the online tool to ensure it was 100% accurate.

Ryan Randazzo covered the hearing for the Arizona Republic, and he joined The Show to talk more about the hearing.

The Show also talked with Arizona Corporation Commissioner Justin Olson, who was impressed by Guldner, but still thinks more should be done.

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