Customer Relations and customer Relations Management Ted Boyer, Commissioner Utah Public Service Commission Brasilia, Brazil

How Customers Learn of Their Rights and Responsibilities Utility obligations to disclose Utility compliance Public Service Commission Communications

Utility Public Relations Customer safety programs Demand side management campaigns Conservation campaigns

Customer Complaint Process Rule –Referral to the utility complaint department –Refer to the Division of Public Utilities –File a complaint with the PSC

Customer Relations Management Utilities required by rule to provide annual reports on operations, outages and complaints (Rule ) Division of Public Utilities collects, analyzes and maintains records on complaints Customer guarantees in tariffs

Customer Relations Management (cont.) Third Party monitors –Example: Incoming Call Management Institute International monitoring organization 2,625 member companies that receive incoming customer calls Measure 12 performance measures PacifiCorp won “Best Call Center of the Year” award in 2005

Customer Relations Management (cont.) Outage measurements SAIDI/SAIFI standards –PSC imposed standards (merger conditions) –Utility to track outages –Improvement required in merger conditions –Tracked and reviewed by DPU –Financial penalties

Special Circumstances Customers requiring life support equipment –Additional notice requirements –Longer time-frames before shutoff –Advise on financial assistance –Installment payment of arrearages –Visit by Adult Protective Services –Right to a hearing