Consumer Awareness of Natural Gas and Electricity Services Report
"The CHANGES program by Self-Help for the Elderly and Milestone Consulting aims to support low-income customers with energy service issues. The program provides outreach, education, and dispute resolution, focusing on assisting LEP customers. Learn about the services provided, dispute resolutions, and challenges faced in resolving barriers. Contact details for program leaders are also provided."
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Presentation Transcript
CHANGES Program Report to the Low Income Oversight Board Consumer Help and Awareness of Natural Gas and Electricity Services (CHANGES) Self-Help for the Elderly Milestone Consulting LLC December 5 , 2018 1
INTRODUCTION CHANGES is aimed at supporting LEP customers with issues relating to their energy services Contract with Self Help for the Elderly and Milestone Consulting The current contract is ending Spring 2019 An evaluation has been undertaken which will be published before end of December. It will identify better performance metrics. Lifeline CHANGES met with CAB and CD; changes in data collection methods. 2
CHANGES Services Provided May 1, 2018 October 31, 2018 Outreach Consumer Education 1,253,473 potentially reached 15,395 educated Needs Assistance Dispute Resolution 1,220 cases 400 cases 3
Dispute Resolutions May 1, 2018 October 31, 2018 Payment Extension 3% 400 TOTAL CASES Other 10% Stop Disconnection 21% Payment Plan 13% Bill Adjustment 6% Assistance Programs 18% Gas Aggregation 29% 4
Needs Assistance May 1 October 31, 2018 Other 10% Assist with Reconnection 0% Changes to Account 7% Payment Extension 4% Set Up New Account 1% HEAP Assistance 57% Medical Baseline 7% Payment Plan 7% ESAP 5% 5 Billing Language Changed 2%
TEAM & CHANGES Issues With Barriers to Resolution CBOs encounter issues which have proven difficult to resolve, collect data and report. 1. Gas Aggregation 2. Solar Energy 3. California LifeLine Challenges related to cases in all three categories stem from aggressive, misleading and sometimes fraudulent marketing practices. 6
Program Contacts Anni Chung President & CEO Self-Help for the Elderly annic@selfhelpelderly.org (415) 677-7600 Casey McFall Chief Executive Officer Milestone Consulting LLC casey@milestoneconsulting.org (310) 920-0648 Ravinder Mangat News & Outreach Office ravinder.mangat@cpuc.ca.gov (415) 355-5556 7
