Xcel Energy Outages, Billing and Customer Response

Beginning in 2024, the Public Utilities Commission noticed a significant increase in complaints and comments from the public regarding outages and billing issues on Xcel Energy's electric system. Media outlets across the state also reported on the outages. In response, the Commission ordered staff to open an investigation into these issues, which found the following:

• Xcel customers have been experiencing a trend of more outages and outage minutes since 2015, even after accounting for severe weather events
• System-wide outage minutes in 2024 were significantly higher than the trend between 2015-2023
• Outages were widespread across Xcel’s service territory in Colorado
• Wildfire Safety Operations were a significant driver of outages in 2024 but did not fully account for higher levels of outages
• The 15 worst performing feeders--which transmit power from a power source, such as a substation or distribution point, to consumers--account for a substantial portion of 2024 outage minutes
• Low staffing levels for customer service personnel corresponded with significant drops in customer service performance
• Consumers are experiencing a high number of billing complaints with unusually long resolution timelines.

Xcel responded publicly to the Commission investigations, acknowledging the challenges customers faced in 2024 and committing to improving performance in each of these areas. The Commission then ordered Xcel to report quarterly on a variety of outage and customers service metrics.

As the PUC continues to receive complaints from Xcel customers on these issues, we have created this new, easy-to-use platform for customers to share their experiences and ideas. This input will help the PUC better understand the scope of remaining issues as it determines next steps. Information collected here will be added to Proceeding Number 25M-0265E.

As this proceeding moves forward, we will provide updates through this tool.