Competitive Market Rules Compliance and Complaint Monitoring

Transcription

1 Competitive Market Rules Compliance and Complaint Monitoring Jim Drummond Section Chief Reliability and Service Analysis Division Service Monitoring and Enforcement Department May

2 List of Acronyms Used CRES Certified Retail Electric Service CRNGS Certified Retail Natural Gas Service AGG Certification application for a broker or aggregator CRS Certification application for a retail service supplier GAG Certification application for a governmental aggregator O.A.C Ohio Administrative Code (PUCO Rules) O.R.C Ohio Revised Code (Statute, Ohio Law) 2

3 The CRES and CRNGS Rules 3

4 What does CRES and CRNGS mean? CRES stands for Certified Retail Electric Service A retail electric service that may be competitively offered to consumers in this state. Typically the generation portion of the electric service. Also called commodity service. CRNGS stands for Certified Retail Natural Gas Service A retail natural gas service that may be competitively offered to consumers in this state. Typically the actual quantity of natural gas itself. Also called commodity service. 4

5 CRES and CRNGS Rules The rules that are applicable to retail suppliers, brokers, aggregators, and governmental aggregators are contained in the following sections of the Ohio Administrative Code (O.A.C): 4901:1-21 Rules for Competitive Retail Electric Service 4901:1-23 Electric Reliability, Customer Service, and Safety 4901:1-24 Application for Certification to Operate as a Provider of Competitive Retail Electric Services 4901:1-25 Market Monitoring 4901:1-27 Minimum Requirements for Competitive Retail Natural Gas Service Certification 4901:1-28 Formation and Operation of Natural Gas Governmental Aggregations 4901:1-29 Minimum Service Requirements for Competitive Retail Natural Gas Service 4901:1-34 Noncompliance The rules are reviewed and updated every 5 years. 5 PUCO Rules by Chapter

6 Example of CRES Rules Section 4901:1-21 Rules for Competitive Retail Electric Service 4901: Definitions 4901: Purpose and Scope 4901: General Provisions 4901: Record and Record Retention 4901: Marketing and Solicitation 4901: Customer Enrollment 4901: Credit and Deposits 4901: Customer Access, Slamming Complaints and Complaint Handling Procedures 4901: Environmental Disclosure 4901: Customer Information 4901: Contract Administration 4901: Contract Disclosure 4901: Net-Metering Contracts 4901: Customer Billing and Payments 4901: Noncompliance with rules and Orders 4901: Formation and Operation of an Opt-Out Governmental Aggregation 4901: Opt-Out Disclosure Requirements 4901: Consolidated Billing Requirements 6

7 Compliance and Complaint Monitoring 7

8 Compliance Process and Methods Staff monitors certified companies for compliance with the CRES and CRNGS rules in a number of ways. Monthly review of call center contacts Informal investigation of specific cases referred by the call center Media questions and inquiries Marketer complaints via or phone 8

9 Compliance Process and Methods When Staff determines if there are compliance issues, there are a number of means used to address them. Informal contact (phone, , meeting) Data Request Letter of Probable Non-Compliance Staff Report and Formal Complaint Case 9

10 Examples of Contact Code Definitions In our Call Center, calls are categorized by various issue codes. Here are examples of some of the codes used. Bill Format Billing Dispute Billing Inquiry Contract Inquiry Contract Terms Altered Cramming Deposit Final / Initial Bill Issue Contacts about the design of the bill and / or information given on it. Calls about an alleged incorrect bill including high bill concerns (unless the high bill is caused by a rate or GCR change then Rates and Tariffs is the better code.) If a more specific code is available, use it instead of this one. Customers have questions regarding the content of their bill but are NOT disputing the bill. If a more specific code is available, use it instead of this one. Contacts regarding the provisions of a contract with a marketer. Customer alleges contract terms were altered by the marketer. Unauthorized, non-regulated services appearing on a bill for utility service. Concerns about whether a deposit can be requested, the amount of the deposit, or when it should be refunded. Problem arising from existence of an outstanding final bill, a final or initial calculated bill, the amount of the final bill, or billing past the requested final date of service. 10

11 Customer Complaint Process When a customer has problems that they have been unable to resolve through the company s customer service, they can call into the PUCO Hotline. The Investigators will log the customer s demographic information as well as the complaint issue into the database. 11

12 Customer Complaint Process The Investigator will then contact the company with which the customer is having a problem. Most often the company is able to resolve the customer s concern. Sometimes a customer will call the hotline just to register a complaint but will want no action taken with the company or will simply request information. 12

13 Customer Complaint Process Staff monitors monthly the number and type of complaints that are received by companies. If Staff sees a trend or issue, they will contact the company to determine what the situation is and how the company will resolve the issue. 13

14 Compliance Process and Methods Codes Competition Issues / Inquiries Company A Company B Company C Company D Company E Company F Company G Company H Company I Company J Company K Company L Total Cancellation Issues Billing Inquiry Billing Dispute Contract Terms Altered Contract Inquiry Misleading information / materials Posed as Utility Slamming Total Example of Summary Contact Data from Monthly Report of Competitive Natural Gas Suppliers.

15 Compliance Process and Methods Customer Contacts by Code For Supplier Company Competition Issues/Inquiries Cancellation Issues Misleading Information Billing Inquiry Contract Inquiry Contract Terms Altered Example of Summary Contact Data Graph from Monthly Report of Competitive Natural Gas Suppliers. 15

16 Compliance Process and Methods Company Name Competition Issues / Inquiries Residential Investigation Example of Contact Details from Monthly Report of Competitive Electric Suppliers John Doe Smith St East Liverpool, JDOE E Caller states that he currently has Company A but his contract is up soon - he would like an Apples-To-Apples Chart mailed to him - confirmed mailing address - caller would like to know what his price to compare would be - advised the caller that it would be on his electric bill - also provided the caller the web address for him to look at the Apples-To-Apples Chart - explained to the caller where to locate the chart for AEP - invited call back. 4/21/ :08:27AM BEES Competition Issues / Inquiries Residential Educational Reference Jane Smith 163 Brown Ave Yorkville, JSMI040814WV aep customer has tried to contact the company and receives the recording and none of the options address her concern. the customer changed to Company A and would like to know if she can switch. the customer was advised to compare the border energy contract price with the aep sso price and the offers sited on the eco website, along with asking about the renewal clause, etf s, and fixed or variable pricing. 16 4/8/2014 2:49:43PM