1. 1 Communication and Public Participation at the California Public Utilities Commission: The Role of the Consumer Service and Information Division Laurence G. Chaset California Public Utilities Commission ERRA Regulatory Participation and Communication Workshop October 26-27, 2005 Kiev, Ukraine

2. 2 Communication and Public Participation at the California Public Utilities Commission (CPUC) The primary role of the CPUC’s Consumer Service and Information Division (CSID) is to provide consumer assistance and community outreach Provide consistent, accurate and understandable information about the Commission and its work to the public Provide key information about the Commission’s activities to local governmental bodies (cities and counties) Focus on the most vulnerable communities and consumers –Low income, Seniors and Limited-English Speakers CSID’s functions include Resolving Consumer Complaints Monitoring Utility Supplier Diversity Programs Encouraging Public Participation in Commission Proceedings Providing Multilingual Services

3. 3 Providing Information to the Public CSID provides consistent information throughout California about the CPUC’s regulatory programs, issues, and policies CSID prepares and disseminates a variety of consumer information materials CPUC Annual Report –Highlights the CPUC’s activities during the previous year in all areas of its regulatory authority: energy, telecommunications, water and rail safety Guide to Public Participation –Provides detailed information on how to intervene and actively participate in CPUC proceedings Consumer Guides –Summarizes the services that the CPUC provides directly to members of the public Leaflets and Flyers –Provide consumers with useful information about their rights in easy-to-use one-page format CSID regularly provides speakers for community group meetings CSID Outreach Officers are located in San Francisco, San Diego and Los Angeles

4. 4 Assistance to Local Government CSID keeps local governments informed of important issues pending before the CPUC –CPUC policies and decisions affect local communities General rate case decisions affect franchise fees – a source of local government revenue The approval of permits for new telecommunications systems may lead to trenching in local streets The siting of electric and gas transmission lines, electric substations, cellular towers, etc., can result in local land use impacts The activities of most regulated water companies have significant local impacts Grade separation funding and rail crossing safety is a significant local concern

5. 5 Assistance to Local Government CSID facilitates participation of local government representatives formally and informally in CPUC proceedings Informs cities, counties and regional agencies of emerging issues and proceedings via a monthly electronic newsletter, the most recent edition of which includes: Updates on recent Commission actions that will directly affect local governments and the costs of the services they provide –In September 2005, the CPUC launched the most ambitious energy efficiency and conservation campaign in history by authorizing energy efficiency plans and $2 billion in funding for 2006-2008 for the state's utilities, reaffirming that cost-effective energy efficiency is the state's first line of defense against power shortages. Alerts about upcoming Commission hearings –Public hearing on October 6, 2005 to discuss rising natural gas prices and to better understand the impact they will have on gas bills, especially the impact on low-income consumers and what may be done to assist them. The Los Angeles County Housing Authority contributed to this discussion Information about new proceedings –Such as the new Investigation opened in September 2005 regarding the development of adequate transmission infrastructure to ensure access to renewable energy resources for California

6. 6 Assistance to Groups with Special Needs CSID reaches out to vulnerable consumers, including low income persons, seniors and limited-English speakers Widely disseminates information on energy discounts for low-income consumers Promulgates information on the availability of special telecommunications devices for the deaf and disabled Coordinates outreach with community-based organizations Provides bilingual assistance to consumers Prepares materials, such as the Consumer Guide Currently in English, Spanish and Chinese Eventually also in Korean, Vietnamese, Tagalog, Russian and possibly other languages Posts consumer information in other languages on CPUC website (Spanish, Chinese) Develops ongoing communication with limited- and non-English speaking communities Works to increase the number of staff certified as bilingual translators

7. 7 Resolving Consumer Complaints The CPUC is statutorily required to investigate all complaints regarding public utility rates and services The CPUC has a staff of Consumer Service Representatives who provide informal assistance to consumers with billing and service complaints or questions The vast majority of consumers who seek CPUC assistance are residential and small business customers Consumers can contact the CPUC with inquiries or complaints via telephone, U.S. mail, and the website Consumers with unresolved informal complaints can file a formal complaint with the CPUC. Consumer complaint data provides the primary information by which to identify patterns of consumer fraud and abuse Other CPUC divisions can pursue enforcement action based on this data

8. 8 Resolving Consumer Complaints Generally, the CPUC resolves about 95 percent of the informal complaints received. There has been a 500% increase in informal complaints filed with the CPUC over the last ten years. (1994-95: 7,528; 2003- 04: 47,697) CSID’s Highest Priority: Assisting consumers who are threatened with service termination. In 2003-04, the CPUC assisted consumers in receiving well over $8.6 million in refunds from utilities. In 2003-04, consumers deposited $615,000 in disputed bill amounts to avoid service termination while the CPUC staff investigated the consumers’ complaints.

9. 9 CPUC Consumer Complaint Data Complaints By Industry FY 2000-01 % FY 2001-02 % FY 2002-03 % FY 2003-04 % Telecommunications 36,239 54.2% 33,042 56.5% 37,402 64.1% 31,045 65.0% Electric 14,887 22.3% 13,862 23.7% 11,660 20.0% 10,650 22.3% Gas 2,904 4.3% 2,958 5.1% 2,153 3.7% 1,273 2.7% Water/Sewer 482 0.7% 757 1.3% 868 1.5% 534 1.1% Household Goods/Passengers 1,221 1.8% 692 1.2% 558 1.0% 475 1.0% Other 11,149 16.7% 7,199 12.2% 5,666 9.7% 3,766 7.9% Total 66,882 58,474 58,307 47,743 FY 2003-04 decrease in complaints filed attributed to reduced public access telephone hours, from 9 hours to 5 hours. Also, FY 2001-02 and FY 2002-03, received significant increase in complaints regarding electricity crisis and wireless-related complaints. Top 5 Complaints FY 2000-01 % FY 2001-02 % FY 2002-03 % FY 2003-04 % Billing31,578 59.4% 35,297 65.1% 35,161 68.3% 31,171 73.2% Service10,015 18.8% 7,393 13.6% 8,354 16.2% 5,396 12.7% Rates/Rules 6,972 13.1% 6,279 11.6% 6,498 12.6% 4,933 11.6% Abusive Marketing 3,931 7.4% 4,883 9.0% 1,168 2.3% 941 2.2% Installation 651 1.2% 342 0.6% 266 0.5% 164 0.3% Total 53,147 54,194 51,447 42,605

10. 10 Utility Supplier Diversity Program This program encourages utilities to purchase services and goods from women-owned, minority-owned, and disabled veteran-owned businesses (WMDVBE) –Established by California Public Utilities (PU) Code Sections 8281 – 8286) –Participants include all CPUC-regulated gas, electric, water and telephone utilities, with annual revenues exceeding $25 million –Participating utilities must annually submit detailed plans for increasing procurement from WMDVBE businesses CSID verifies the utilities’ reported performance –Identifies ways to improve program participation The CPUC is leading the way in assisting other states to implement similar programs with their utilities

11. 11 The CPUC’s Public Advisor’s Office The CPUC’s Public Advisor’s Office was established by law to assist the public in participating in the CPUC’s formal proceedings PU Code Sections 321 and 321.5 –Results in raising consumer issues that might not otherwise be examined in the Commission’s proceedings –Helps members of the public follow Commission procedures and legal requirements –Reviews notices that are legally mandated to be included along with customers’ utility bills PU Code Section 454 Ensures that these notices are clearly written so as to unambiguously notify customers of proposed rate changes and other utility proposals

12. 12 Some Recent Accomplishments of the Public Advisor’s Office Adoption of a Bill of Rights for Telecommunications customers Assisted individual customers who submitted complaints to the CPUC in receiving well over $8.6 million in refunds from utilities Expanded the number of utilities that are making efforts to purchase goods and services from women- owned, minority-owned and disabled-veteran-owned businesses.

13. 13 Public Participation in Commission Proceedings The Public Advisor’s Office encourages public participation in CPUC meetings, hearings and other public forums –Works with the Commission’s ALJs and Commissioners to locate, publicize and conduct 50 - 75 public hearings and workshops across the state annually on issues of public interest –Facilitates public comment at Commission meetings The Public Advisor’s Office arranges specialized accommodation at public meetings, including bilingual translation services, deaf and disabled support, etc. The Public Advisor’s Office informs the CPUC’s decision-makers and senior managers of public opinion regarding CPUC actions. –Responds to communications from the public regarding issues before the Commission –Informs decision-makers and senior managers of the public’s concerns Publishes a “Top Ten” list for internal distribution – this list quantifies and summarizes the 10 most important topics that were the subject of public communication to the Commission over the precious month

14. 14 CPUC Guide to Public Participation Provides detailed guidance to enable individuals or groups participate in the CPUC’s formal proceedings Topics include detailed discussions of: –Intervener Funding –Overview of the Steps Followed in Commission Proceedings –Important Deadlines –Commission Practices Formal legal procedures, such as requirements for the filing and serving of documents, settlement procedures, etc. –Types of Commission Proceedings –Types of Commission Hearings –Description of Types of Formal Documents –Sources for Information on the CPUC and Its Proceedings

15. 15 Intervener Compensation The Public Advisor’s Office assists interveners in preparing requests for compensation –PU Code Sections 1801-1812 specifically authorize compensation to groups representing consumers that participate in Commission proceedings for their reasonable attorney’s fees, reasonable expert witness fees and other reasonable costs –However, there are detailed requirements for eligibility – explained in detail in the CPUC’s Intervener Compensation Program Guide “Customer” Status Significant or Undue Financial Hardship In advance of formal proceedings, must file a Notice of Intent –Explaining the nature and intent of planned participation After formal proceedings, must file a Request for Award of Compensation –Participation must have made a “substantial contribution “ to the resolution of issues in the proceeding –Requested compensation must be reasonable

16. 16 Contacting the CPUC To Complain about Utility Service or Billing Problems You can call the Consumer Affairs Branch at 1 (800) 649-7570 between 10:00 AM-3:00 PM Or, write to CPUC-Consumer Affairs Branch 505 Van Ness Ave. San Francisco, CA 94102 Or, visit www.cpuc.ca.gov To express your Opinion or Participate in a Commission Proceeding Northern California 1 (866) 849-8390 or public.advisor@cpuc.ca.gov Southern California1 (866) 849-8391 or public.advisor.la@cpuc.ca.gov