Puerto Rico House Transportation and Infrastructure Committee Chair José 'Cheito' Hernández announced on Thursday, October 15, that LUMA Energy is now barred by law from closing service complaints without first notifying the customer. The measure, House Bill 1364, which Hernández authored, became Law 207-2026 that morning. Hernández said the practice of closing complaints over lack of electric service without fixing outages or notifying the customer is over, and that failing to send the notice is a violation of the law.
Under the law, once a final determination is issued on a complaint, the company must send the customer an electronic notification that the complaint has been completed. For complaints about power interruptions, the customer has up to eight hours from the notice to respond; for all other complaints, five calendar days. If no response arrives in that window, the complaint may be closed.
If a customer replies that the problem is unresolved, the customer will not have to file a new complaint: the operator, LUMA Energy, will open an event and prioritize it. The law amends Section 6 of Law No. 83 of May 2, 1941 (the Puerto Rico Electric Power Authority Act) by adding a new subsection (q).
It requires any company that manages Puerto Rico’s electric system to maintain a complaint-processing system that prevents unjustified closure of claims without effective resolution and to notify consumers. Hernández, who also represents San Juan’s District 3, said the initiative responds to constant complaints he received about complaints being closed without being addressed.