NorthWestern customers report ‘significant increase’ in bills; PSC reviewing complaints

The Montana Public Service Commission is looking into a “significant increase” in some NorthWestern Energy bills for August.

“Hundreds of NWE customers are expressing confusion about recent increases in their energy bill,” said a news release from the PSC.

PSC spokesperson Michael Turner said Wednesday the agency typically directs customers who have concerns to first contact the utility, but in this case, it is taking complaints directly.

“Given the volume of public concern, we believe it is important to hear directly from customers so we can better understand the scope and nature of the broader issue, regardless of whether the customer contacted NorthWestern Energy first,” Turner said in an email.

He said the situation was initially reported in East Helena but appears to extend statewide.

Turner also said many customers who are reaching out to the PSC said they already talked with NorthWestern Energy and were told their higher bills were “likely attributable to increased energy use, including air-conditioning use.”

The PSC is creating a case for each call or email it receives and asking NorthWestern Energy to explain the situation on each account, Turner said. It will determine next steps based on the responses.

The PSC is asking people to contact the agency via email at pschelp@mt.gov and provide the account-holder name and service address; scanned copy of the front and back of their bill; and any other relevant documentation.

“Once received, our team will contact NWE regarding each specific case and forward all submitted documentation as part of (the PSC’s) ongoing efforts to help resolve the matter,” the news release said.

The PSC has approved rate increases for NorthWestern Energy in recent years, although in a recent case, not as much of an increase as the utility requested.

In an email, NorthWestern Energy spokesperson Jo Dee Black said the utility typically sees an increase in questions about higher-than-expected bills after long periods of hot and cold weather.

“Changes in weather are often the primary driver of changes in a customer’s energy bill,” Black said.

NorthWestern encourages customers to contact the company if they receive a bill that is higher than expected.

“Our customer service representatives are available by phone and at our Montana walk-in offices to review bills, explain energy-use information and discuss resources to help customers manage their energy costs,” Black said.