Enhancing Consumer Protection with CPUC Programs
Discover how CPUC's TEAM and CHANGES programs provide education and assistance to vulnerable consumers, focusing on Limited English Proficient (LEP), disabled, and senior individuals in the telecommunications and energy sectors. Learn about the historical development, components, and impact of these initiatives.
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Presentation Transcript
TEAM and CHANGES Low Income Oversight Board Presentation, June 24th, 2019 Public Advisor s Office, California Public Utilities Commission 1
Telecommunications Education and Assistance in Multiple-languages 2
CHANGES Community Help and Awareness of Natural Gas and Electricity Services 3
CPUCs TEAM and CPUC s TEAM and CHANGES Programs CHANGES Programs The CPUC created these two programs to provide education and complaint resolution services for Limited English Proficient (LEP), disabled, and senior consumers. 4
Historical Development of Programs T E A M T E A M CPUC direction to protect vulnerable customers R.00-02-004 Telecoms Consumer Protection Initiative D.06-03-013: Focus on LEP, seniors and disabled D.07-07-043: Limited English Proficiency Decision CSID-002: CPUC Resolution that created the TEAM program Launched as a permanent program in June 2008 5
Historical Development of Programs C H A N G E S C H A N G E S CPUC direction to extend protection to energy customers CSID-004: CPUC Resolution pilot launched Feb. 2011 CSID-005: CPUC Resolution orders independent evaluation and continued pilot funding D.12-12-011: Ordered additional tracking, reporting and success measurement criteria D.14-08-030: Extended the pilot for review D.15-12-047: Ordered pilot to become permanent program 6
Programs Components Programs Components Outreach - informs consumers the services exist through a CBO in their community. 7
Programs Programs Components Components Education - explains telecommunications and energy utility services, bills and assistance programs, which help consumers control costs. 8
Programs Components Programs Components Complaint Resolution, or Needs/Dispute Resolution - helps resolve disputes, or helps consumers receive assistance to pay bills/avoid disconnection. 9
Characteristics of Programs Both Programs (2017-18 Program year) 38 different languages Covers territories of PG&E, SoCalGas, SCE & SDG&E 78.3% of the population in California Outreach: reached potential 3 million people 97 different community events, Radio and TV placements Education: 72,630 clients educated on a range of telco and energy topics Complaints Resolved: 3,200 cases Needs Assistance: 4,100 cases 10
Characteristics of Programs (cont.) Recovered $213,295.36 in credits and savings to consumers accounts (TEAM program alone) Directly intervened to prevent 223 disconnections and indirectly prevented hundreds more through negotiation of payment plans and supported sign up for IOU assistance programs 2019 Evaluation highlighted: Represents that CPUC is unique and a national leader in providing LEP specific support to utility customers Program is meeting intended objectives and has a + ROI 11
New TEAM and CHANGES Contract New TEAM and CHANGES Contract Request for proposal was advertised in February 2019. Public Advisor's Office evaluated bids and submitted the contract to the state s Department of General Services for approval in May 2019. New contract in place - starting June 2019. SHE (Self Help for the Elderly) successful with support of Milestone Consulting 12
New TEAM and CHANGES Contract New TEAM and CHANGES Contract CARE sign up will be provided by CBOs State is indemnified from data breaches Conflict of interest language has been tightened to ensure independence from IOU influence CBO selection process been made more transparent Limits for lead contractor spending have been set Improvements in database to improve intelligence development 13
Barriers faced by programs CHANGES -became a permanent program as of June 1, 2016. However, still needs a long term source of funding independent of CARE funds. CHANGES - expansion into Small and Multi Jurisdictional utilities (SMJU) areas was recommended in D. 15-12-047. This will require funding changes. TEAM funding was reduced in previous contract due to the CPUC s own funding challenges at the time. Look forward to aiming to replace some of the reallocated funding. Discussions already started with CD. 14
TEAM/CHANGES TEAM CPUC CPUC Program Oversight Terrie Prosper, Allison Brown Juanita Hill Program Manager Ravi Mangat Assistant Program Manager Love Asiedu Akrofi Contractor Contacts Anni Chung Self Help for the Elderly (Project lead) Casey McFall Milestone Consulting (Sub-contractor: ongoing support and training to CBOs) 15
