In an increasingly digital age, communication is not just an expectation – it's a necessity. Customers want the assurance that regardless of the situations that arise, they can contact a representative through whatever means is most convenient to them. Whether it's through phone, email or text messaging services, individuals want to be kept in the loop.
Several utility companies along the East Coast are feeling the negative effects of this desire, after falling victim to Hurricane Sandy's wrath. The Long Island Power Authority and Consolidated Edison – two companies that provide service in New York – are facing possible legal consequences for their ability to cater to customer's needs after the storm.
Attorney General Eric Schneiderman's office issued subpoenas to both organizations, reported the New York Times, as part of an investigation into whether the businesses violated state laws in their responses.
According to The Times, different laws apply to the two utilities.
"State law requires private utilities like Con Edison to provide 'safe and adequate service,' while the law that created the Long Island Power Authority requires it, as a public utility, to provide 'a safer, more efficient, reliable and economical supply of electric energy,'" reported the news source.
Mark Gross, a spokesman for the Long Island Power Authority, told the Times that his company has reviewed the subpoena and plans to fully comply in all aspects.
The inquiry is likely to focus on whether or not the companies took proper precautions like trimming trees and preparing its infrastructure.
Working with a third-party answering service is a comprehensive way that businesses can keep themselves prepared. By offering several options for communications, and being available 24/7, customers will remain informed on whatever issues arise.