Consumer Information and Complaints

Transcription

1 Protection of Vulnerable Customers Consumer Information and Complaints Douglas W. Elfner Director, Office of Consumer Policy New York State Public Service Commission June 8, :30pm

2 Consumer Information and Complaints Education and Outreach Overview Information included on utility bills Utility service and reliability Complaint handling and reporting 2

3 Education and Outreach Program Goals Ensure utility customers are aware of their rights and responsibilities Ensure consumers have the information they need to make informed decisions regarding their utility services Increase public awareness and understanding ofkey issues and NYSPSC programs/priorities Provide a positive, professional face to the NYSPSC Provide opportunities for the public to provide input to the NYSPSC 3

4 Education and Outreach Key Program Elements Maintain consumer friendly website ( Develop and distribute plain language printed informational materials Partner with local community groups, particularly those focused on hard to reach communities Sponsor exhibits and presentations at public events Provide toll free information lines for consumers to ask questions and provide comments Coordinate with utilities and other State agencies 4

5 Education and Outreach Wbit Website Focuses on NYSPSC priorities and programs Includes all informational materials Lists news and calendar of events Links to partner and utility websites 5

6 Education and Outreach Website 6

7 Education and Outreach Printed Informational Materials Brochures, fact sheets and tip strips regarding key issues of importance to consumers Rights and Protections Energy Efficiency Shopping for Energy Services Plain language, multi lingual All include NYSPSC contact information 7

8 Education and Outreach Partner with Local Community Groups Maintain a network of community groups that regularly l deal with the public Non profits organizations Schools and education centers Libraries Other entities with an educational focus Other entities serving hard to reach communities Distribute informational material to target organizations Mailings to partners Training partners to take an active role 8

9 Education and Outreach Events and Presentations Sponsor exhibits at public events Conferences and trade shows Fairs andshows Deliver presentations to community groups Directly to utility customers Training for organization leaders 9

10 Education and Outreach Oversight of Utilities Energy Utility Outreach Programs Funding reviewed by NYSPSC in rate cases Written detailed plan filed annually with NYSPSC Staff Reviewed by NYSPSC Staff and discussed with utilities Major concerns are addressed by the NYSPSC Periodic NYSPSC review and sharing of best practices 10

11 Education and Outreach Special Initiatives Economic slowdown 2008 present Focus on customer rights and protections Coordinate with other state agencies Work with utilities to expand protections Work with utilities to expand information to customers Energy efficiency Increase awareness and understanding of NYSPSC programs Help provide a roadmap for consumers to take action Broad multi media effort Website and community group focus 11

12 Information Included on Utility Bills 12

13 Information Included on Utility Bills 13

14 Information Included on Utility Bills 14

15 Environmental Disclosure Labels Environmental Disclosure Labels areincluded incustomer bills every six months They show the mix of fuel used to generate electricity, it as well as associated air emissions Numerous competitive energy suppliers offer green energy products 15

16 Environmental Disclosure Labels 16

17 Customer Service Performance Incentives Applicable to each energy utility Two core elements complaint rates and customer satisfaction as measured by a survey May include additional measures to address specific issues requiring attention Matrix of negative financial i incentives i is established 17

18 Customer Service Performance Incentives (Cont.) Are generally designed to ensure that customer service does not deteriorate from acceptable levels Amounts at risk reflect: The difference between the target and historical levels Amount needed to obtain the attention of utility management Potential impact on utility s financial standing Utility performance is monitored, publicly reviewed by NYSPSC and publicized 18

19 Customer Service Performance Competitive Energy Services Companies NYSPSC Staff monitors complaints filed with NYSPSC and/or utilities NYSPSC publishes ESCO complaint data NYSPSCStaff Staff identifies trends, works directly withcompanies to resolve concerns NYSPSC may issue orders including to enhance ESCO marketing rules require individual ESCOs to make improvements withdraw certification for individual ESCOs to operate in New York 19

20 Consumer Complaint Handling Consumers can file complaints by Internet, telephone, letter or in person Initial complaint NYSPSC encourages utilities to contact the customer to resolve the concern Escalated complaint if the utility is unable to resolve the complaint, NYSPSC Staff investigates Escalated complaint rates are published and are a key part of financial incentive mechanisms 20

21 Consumer Complaints Informal Hearing or Review If the consumer believes that the initialdecision is incorrect, a request can be made for an informal hearing The consumer receives a letter stating where and when the informal hearing will be held The consumer does not have to be present If the consumer and utility are unable to resolve the complaint, the hearing officer will make a decision and notify the customer in writing 21

22 Consumer Complaints Appeals to the Commission If the consumer believes bl that the informal lhearing officer s decision is wrong, an appeal can be made to the Commission within 15 days of the decision The NYSPSC decides the appeal and may uphold, change, reject or return the decision i to the hearing officer, or may order further proceedings The consumer is notified in writing of the Commission s decision 22