ST. PAUL — The Minnesota Public Utilities Commission (PUC) reviewed and approved the 2024 Safety, Reliability, and Service Quality Reports for the state’s three electric investor-owned utilities: Xcel Energy, Minnesota Power, and Otter Tail Power.
This annual review is central to the PUC’s mission of ensuring safe, reliable, and affordable service through rigorous utility accountability. The Commission’s decisions were based on a robust record developed through input from the Minnesota Department of Commerce, the Office of the Attorney General, and consumer advocacy groups.
The 2024 reports indicate that utilities continue to make substantial investments in grid modernization and outage restoration. Xcel Energy completed 99.6% of its advanced meter rollout, enabling faster outage restoration and remote reconnections. Minnesota Power installed smart switching devices to reduce outage minutes and improve reliability, while Otter Tail Power enhanced its outage management system to better serve customers during service interruptions. All three utilities reported strong compliance with the Cold Weather Rule, ensuring vulnerable residents remained connected during winter months, and expanded affordability programs to help customers manage energy costs.
While the 2024 data show significant technological progress, the Commission also addressed rising disconnection rates and customer service challenges. To address specific service gaps, the Commission adopted several measures to improve transparency and safeguard customers:
-
Disconnection oversight: In response to rising disconnection rates, Xcel Energy must visit the home of each customer subject to disconnection to provide written notice and information on payment plans and affordability programs before disconnecting service for nonpayment.
-
Digital reliability and transparency: With the increased use of technology to field questions online, the Commission required Xcel Energy, Minnesota Power, and Otter Tail Power to report additional metrics on website uptime and error rates for payment services. These measures aim to ensure that digital platforms remain reliable and accessible for customers seeking assistance or making payments.
-
Climate-ready rules: Recognizing the health risks of extreme weather, the Commission previously approved Xcel Energy’s proposal to remotely reconnect disconnected customers during extreme heat events and when the Air Quality Index reaches 151 or higher. On Thursday, the Commission required Xcel to waive reconnection fees associated with these extreme heat and poor air quality events.
-
Billing accountability for Xcel Energy: The Commission expanded their investigation into Xcel Energy’s billing errors to include commercial and industrial customers and additional topics. To resolve the issues identified by the Building Owners and Managers Association of Greater Minneapolis and the Citizens Utility Board of Minnesota, Xcel must discuss opportunities for third party investigations into payment plan issues and provide a detailed roadmap for corrective action and prevention.
“Every year, we take a hard look at these reports because they tell us how well utilities are serving Minnesotans,” said Commissioner Audrey Partridge. “This process isn’t just about compliance; it’s about continuous improvement and making sure that when challenges arise, like extreme weather or billing errors, utilities respond quickly and protect consumers.”
For more information on utility performance and consumer resources, visit the Minnesota PUC website.
The Minnesota Public Utilities Commission regulates three cornerstone service industries in Minnesota's economy: electricity, natural gas, and telephone. The Commission’s mission is to create and maintain a regulatory environment that ensures safe, adequate, and efficient utility services at fair, reasonable rates consistent with State telecommunications and energy policies. It does so by providing independent, consistent, professional, and comprehensive oversight and regulation of utility service providers. Learn more at mn.gov/puc.
