I was recently berated for my insensitivity.

"I don't think you know how much people hate Union Gas!" the indignant caller declared, upset that I had not jumped to attention when confronted with yet another complaint about a utility company.

I guess she hasn't read many of my columns because I've written about most service providers out there. Union Energy, Direct Energy, Horizon, Hamilton Hydro, Cogeco, Enbridge, Bell Canada, Rogers, Telus -- you name it. For three decades, I have fielded thousands of calls from readers and answered countless letters.

But this call did make me think about some very big misconceptions floating around out there.

We all use hydro, right? We cook, watch TV and turn on the lights in our home. And, since the 1980s, most of us have used gas for heat, instead of oil.

What you should keep in mind is the volume of customers we are talking about when we denounce those big, bad utility companies.

If you look at the numbers, they do not support the assumption that service providers are bullies who intentionally shaft the poor, honest and impoverished consumer.

There are exceptions. And we in the media often write those stories. Usually, it's the low-income mother with three children who is faced with the prospect of no hydro or heat. But I have investigated many complaints, and more often than not, the utility company has given its customer multiple chances to pay even a small amount of the outstanding bill. Indeed, if you factor in the hundreds of thousands of customers, utility companies fare rather well when it comes to consumer complaints.

It's easy to dwell on the negative.

When I began this column in 1985, I tended to have similar misconceptions as my caller. But time and experience have made me a little wiser and a lot more cautious. I don't jump at the bait.

You see, the squeaky wheel often does get the oil. The consumer who complains long enough and often enough has a good chance of not paying all of his or her bill or getting some restitution. Hey, I'm all for assertive consumers. That's why I'm here; to educate and advise. But some folks are very manipulative. If you don't think so, well, you are a little out of touch with the public.

Who knows? Tomorrow, I may be writing another column about a utility company, cable or telephone firm. When companies have so many customers, odds are there'll be some unhappy campers.

If I had to make any sweeping generalizations I would say that I receive more complaints per capita about small, local firms than big, national and international firms. If you have 10 complaints about a small TV repair store, you know you have a major problem. When a furniture store goes out of business, you get hundreds of complaints.

By comparison, most major corporations that provide vital services to our citizens do a decent job.

If you have a consumer problem, call 905-526-4665 or e-mail amacrury@thespec.com. Not all calls and letters can be answered.