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“I want to apologize to our customers for the frustration we caused. We will do better. While we cannot erase the frustrations and difficulties so many of our customers endured, I and my entire leadership team will not make excuses,” said Jason Wells, the president and CEO at CenterPoint. “We will improve and act with a sense of urgency.”

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Lt. Gov. Dan Patrick blasted the company in a press conference on July 14. “A freight train’s coming. You just heard it. You better be prepared. Whether you’re at the top or any part of management who oversaw this response or preparation, everybody’s job should be on the line,” he said. “We will not and cannot tolerate this.”

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CenterPoint officials said they would also increase their call center staffing by 165% to help reduce wait times for customers calling about their power situations.

“While the thousands on the ground worked incredibly hard to restore power and achieve significant impact in the first 48 hours, it is clear we must continue to enhance the resiliency of our system to support faster restoration times,” said Randy Pryor, a vice president at CenterPoint who served as the incident commander during the storm.

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“Electricity was created in the late 1800s, yet we still haven’t figured out power outage solutions,” he said. “What will this board and the government do to protect Texans’ lives from such mismanagement?”

Commissioners on the Public Utility Commission expressed frustration as well. Commissioner Lori Cobos complimented CenterPoint for outlining some of its plans to improve but said “a lot of what I heard seems like things that y’all should have already been doing.”

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“Your performance will be judged by your actions and the results from those actions,” she added. “Accountability is very important.”

Commissioner Jimmy Glotfelty criticized the company’s admitted statistic that it only has contact information for 42% of its customers.

“You all have equipment on their premises. So they are your customers. And if you don’t have the information to your customers, then that’s your fault,” he said. “And I know you want to change that, and I know, as we’ve restructured this industry, most of the contact has gone to the retail electric provider, you all are still the bread and butter of Houston, Texas, distributing electricity. So I hope you all find a way to become critical to your customers.”

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