Missouri Public Service Commission Consumer Affairs by Contessa Poole-King Consumer Services Coordinator

Missouri Public Service Commission

Consumer Affairs by

Contessa Poole-KingConsumer Services Coordinator


Established in 1913

Regulates investor-owned electric, steam, natural gas, water, sewer and telephone companies

Regulates manufacturers and retail dealers who sell new and used manufactured homes and modular units

Mission: Ensuring Missouri consumers have access to safe, reliable and reasonably priced utility service while allowing those utility companies under our jurisdiction an opportunity to earn a reasonable return on their investment.


Five Commissioners

Appointed by the Governor with the advice and consent of the Missouri Senate

Appointed to six-year terms; terms are staggered so no more than two terms expire in any given year

Governor designates one member to service as Chairman


The Commission is assisted by a staff of professionals in the fields of:

Engineering

Accounting

Law

Finance

Management

Economics

Consumer Affairs

• Safe and reliable utility services at

• Just, reasonable and affordable rates; Rates must be set at a level which will provide

the companies’ shareholders an opportunity (not guarantee) to earn a reasonable return on their investment.

Missouri Public Service Commission is both quasi-judicial and quasi-legislative. The PSC has the statutory responsibility of ensuring that consumers receive:

Role of Regulators in Providing

Consumer Protections



• We will provide the public the information they need to make educated utility choices;

• Support economic development through either traditional rate of return regulation or competition, as required by law;

• Provide an efficient regulatory process that is responsive to all parties, and perform our duties ethically and professionally.

• Ensure compliance with safety and quality of service standards;

• Enforcement of Commission rules, tariffs and statues;

• Rulemaking-promulgation of administrative rules and their enforcement;

• Operational safety of rural electric cooperatives and municipally owned utilities.



Consumer input into the regulatory decision making

process

Why have them:

Consumers have an opportunity to present comments to PSC Commissioners about the rate increase request;

Commission receives information on billing and service related issues. PSC Staff follows up with consumers who testify;

Educate consumers on the PSC and the rate case process.

Local Public Hearings

Information Session:

Open forum, less restrictive than local public hearing;

Time given to have one-on-one conversations to get information;

Consumer questions addressed by PSC Staff, Utility Personnel and Office of Public Counsel;

Educate consumers on the PSC and the rate making process (PowerPoint Presentation, Fact Sheets, Information Sheets).

Local Public Hearings (cont.)


process

Customers unable to attend public hearings and wish to make a comment may contact the PSC. Comments may also be registered in a case using the PSC’s Electronic Filing and Information System (EFIS). Customers can also submit comments to the Office of the Public Counsel.

Public Comments


process

consumer Bill of rights

&

Consumer Responsibilities

Right to utility service, if denied, company must

provide an explanation for refusal and advise what

steps are necessary to receive service;

Speak to qualified utility personnel during normal

business hours;

Question and dispute all or part of a charge;

File an informal / formal complaint with PSC.

Residential customers have the following rights under the provisions of the

Commission’s Rules and Regulations:

Consumer bill of rights


A disconnection notice from the utility company stating the date on or after which service will be discontinued for non-payment and appropriate action necessary to avoid discontinuance.

Twenty-one (21) day extension if discontinuance of service will aggravate an existing medical emergency of any resident at the premise where service is rendered.


• Avoid discontinuance of heat related service when the National Weather Service predicts the temperature will drop below 32° Fahrenheit (applies November 1 to March 31 during the Cold Weather Rule period).

• Avoid discontinuance of cooling related service when the National Weather Service predicts the temperature will rise above 95° Fahrenheit or that the heat index shall rise above 105° Fahrenheit (applies June 1 to September 31 during the Hot Weather Rule period).

• Plan Ahead: While it is not required, consumers should

contact the utility company several weeks before moving.

• Consumers must cooperate by providing key consumer information to the utility company:

Name and proof of identificationService and mailing addressContact information

Consumer responsibilities

• Pay a deposit if required

• Pay your bill on time

• Follow through on payment arrangements

• Provide the company access to their

equipment

• Pay a bill correcting a previous undercharge

Consumer Responsibilities

MPSC Consumer Services

unit

consumer complaint procedures

First impression of the Public Service Commission;

Capture metrics to identify trends by utility type: billing issues and service quality issues are identified by geographical area to react proactively rather than reactive;

Identify educational needs;

Legislators, policy makers and constituents learn more about utility rates and issues with easy access to information through the Consumer Services Unit.

How the consumer Services Unit benefi ts the

consumer & Regulator

Complaint Policy 4 CSR 240-2.070 Complaints

(1) Any person or public utility who feels

aggrieved by an alleged violation of any

tariff, statute, rule, order, or decision within

the commission’s jurisdiction may file a

complaint. A complaint may also be filed

by the commission on its own motion, the

commission staff through the staff counsel,

or the Office of the Public counsel.

4 CSR 240-13.070 Commission Complaint Procedures

(1) Prior to filing an informal or formal

complaint, the customer shall pursue

remedies directly with the utility as

provided in this chapter. The commission

specifically reserves the right to waive this

requirement when circumstances so

require.

Complaint Policy

Two Types of Consumer Complaints

Informal Complaint

Formal Complaint

Consumer Inquiry: An issue PSC staff can resolve without contacting the utility company. Inquiries also incorporate EFIS Quick Hits that include “referrals” to other information sources on matters over which the PSC has no jurisdiction (wireless, cable TV billing issues, Internet service providers, satellite service).

Informal Complaint: An issue typically involving a billing, payment, service quality or safety issue that requires PSC staff to contact the utility company for mediation or resolution. It does not necessarily mean the utility has violated Commission rules and regulations or the company’s tariff.

Informal complaint

Name, street address and telephone number of each complainant and, if one (1) person asserts authority to act on behalf of the others, the source of that authority;

Address where the utility service was rendered;

Utility against whom the complaint is filed;

Nature of the complaint and the complainant’s interest therein;

Relief requested and the measures taken by the complainant to resolve the complaint.

Complainant shall state, either in writing, by telephone or in person at the commission’s offices:

Informal complaint

Educate Consumers: o On such issues as billing, service outages, inter-

company processes, installation process and assistance programs.

Timely Response with Complete Information:

o Respond on disconnects within 1 business day and for all other issues within 3-15 business days.

o Provide as much detail as possible to avoid Consumer Services staff requesting additional information (follow Utilities Checklist).

Utility Cooperation is Critical:

Informal complaint

formal complaint If complainant is not satisfied with the outcome of

the informal complaint, as an appeal process, a

formal complaint may be filed.

The Commission may order, at any time after the

filing of a formal complaint, an answer from the

utility regarding the allegations and an additional

investigation by the staff as to the facts of the

complaint. The utility shall file an answer and staff

shall file a report of its findings with the

commission and all parties to the complaint case.

formal complaint The Commission orders a pre-hearing so that the

parties can discuss any additional discovery

necessary, state the list of witnesses and exhibits.

Parties shall provide a list of suggested dates and

estimated length of the hearing to the Judge. The

Judge then encourages the parties to discuss possible

settlement.

The Commission after receiving notice from the parties

will determine if a hearing shall be held and shall set

date, time and place of the hearing.

formal complaintFormal Complaint Form

Chapter 2-Practice and Procedure

Handbook-Representing Yourself Before the Missouri Public Service Commission:

What is the Complaint Process

What Other Tools Does the PSC Have to Help Me

What Should I Expect When I Appear before the PSC

What can I Expect in a Complaint Hearing

Can the Office of the Public Counsel Represent me

Personally in a Proceeding before the PSC

Receive, investigate and respond to consumer inquires and informal complaints to ensure compliance with Commission rules and utility company tariffs. This involves:

Enforcing Chapter 13 - Service & Billing Practices for Residential Customers of Electric, Gas and Water Utilities;

Enforcing Consumer Bill of Rights (as identified by each company );

Enforcing Rule and Regulations (state and federal level);

Rules and Enforcement

Processes Continued…...

Assisting in the development of proposed rules and regulations;

Educating consumers;

Documenting all facts on any complaint dispute or inquiry;

Acting as the liaison between consumer and utility;

Providing professional analysis (i.e. reviewing facts, bill analysis, verifying application of rules and regulations);

Mediating a fair and reasonable resolution for both consumer and utility.

Rules and Enforcement

Strategies to Ensure Compliance

by Utilities

Allow for Open and Joint Communications

Complaints / Inquires Reporting Requirements Rules and Rule Proposals Tariff Language and Proposals Upfront Discussions on Promotions Share Information Meet Periodically with Utility Company

o Roundtableo Site Visit

Consumer Education

Utility Companies Social Service Agencies Legislators Government Agencies

Local State Federal

Faith Based Organizations Schools Community Organizations

Partnerships provide access to additional resources and expands your audience. Members of the organization immediately become an additional audience for the project.

MPSC Partnerships:

Legislative Town Hall Meetings

Education Forums

Energy Fairs

Health and Senior Service Fairs

Missouri State Fair

Missouri Legislative Black Caucus

Consumer Education

Enhancing Consumer Interface• Communicate with consumers either verbally, face-to-face, email or in writing regarding their questions or concerns;

• Provide informational material, PowerPoint presentations, vendor booths and PowerTOWN®;

• Share “how-to” brochures we receive from utility companies (i.e. understanding your bill, read your meter, apply for energy assistance, conserve, weatherize, rebate programs);

• Provide assistance on how to file informal and formal complaints;

•Referrals.

Consumer Education

Media Relations and Public Outreach

Press Releases: Commission decisions

Hearing dates for cases before the PSC

Setting of the intervention deadline in a case Consumer alerts-potential for high natural gas

bills, rate increase request, safety Distribute press releases to Capitol Press

Corps

Available on Commission website

Various media outlets and consumer groups receive releases via our listserve

Consumer Education


Increase consumer awareness of MPSC: Educate consumers on PSC Electronic Filing

and Information System (EFIS) so they can access information on cases;

Webcast of Commission hearings, local public hearings and agenda;

PowerPoint presentations which illustrate the Commission’s role and functions as they relate to utilities in Missouri;

Provide informational materials to the General Assembly as requested.

Consumer Education


Publications:

Information Sheets (Fact Sheets)

Consumer Newsletters

Brochures

MPSC Annual Report

PSConnection Magazine

Press Releases

Consumer Education

Consumer aff airs

The End

Documents

Missouri Public Service Commission Consumer Affairs by Contessa Poole-King Consumer Services Coordinator