role of michigan regulators in providing consumer education

MICHIGAN PUBLIC SERVICE COMMISSION


The mission of the Michigan Public Service Commission is to grow Michigan's economy and enhance the quality of life of its communities by assuring safe and reliable energy, telecommunications, and transportation services at reasonable rates.


Goals• Establish fair and reasonable rates for regulated services and adopt and administer

fair terms and conditions of service for the State's utility customers. • Assure adequate and reliable supplies of regulated services to all Michigan

customers, and the safe and efficient production, distribution, and use of the State's energy, telecommunications, and transportation services.

• Assure the security of the State's critical infrastructure by promoting homeland security.

• Promote the State's economic growth and enhance the quality of life of its communities through adoption of new technologies like broadband telecommunications and efficient renewable energy resources.

• Provide customers with the opportunity to choose alternative electric, natural gas, telecommunications, and transportation providers.

• Provide regulatory oversight in a prudent and efficient manner while implementing legislative and constitutional requirements.


Service Quality Division• The Service Quality Division (SQD) is responsible for assisting the Commission with

the development, implementation, and enforcement of utility (natural gas, electric, telecommunication, and cable) quality of service rules, orders, and policies.

• The Division is responsible for preparing and assisting residential, business (primarily small) and non-profit utility customers to productively participate in utility markets.

• Many services provided in utility markets (especially natural gas and electricity) are not delivered in a competitive market so customers are reliant on regulatory measures to provide assistance and protections.

• Where competition is introduced in traditional regulated utility markets, it is critical that customers understand how these changes will affect them so they can effectively participate in competitively restructured markets.


Our Motto

Empowering Michigan citizens to make informed energy, tele-communication and cable decisions.


Role of Utilities in Providing Consumer Education

• Focus on Michigan’s two largest regulated utilities

• Consumers Energy-6 million electric customers

• DTE-2.1 million electric customers


Consumers Energy


DTE Energy


DTE Energy

• http://www.dteenergy.com/residentialCustomers/


History of MPSC Consumer Education Activity

• Consumer Forums first held across state in 1989

• Held annually in six to eight locations around the state each year

• Annual attendance ranged from 200 to 600 attendees



• Consumer Alerts created ten years ago-distributed at Consumer Forums, mailed and emailed to customers

• Now titled Consumer Tips-2011 MPSC distributed 58,000 Consumer Tips to customers around the state

• Currently almost 50 Consumer Tips-covering Electric, Natural Gas, Telephone, Business Customers and Video Cable issues



• Toll Free Telephone Number-Call Center-created in 2003

• Call Center staff are available to assist Michigan Consumers

• Monday-Friday, 8:30 to 4:30



• MPSC Website created in 1995• Complaints and inquiries can also be sent

using our website• Website includes information on a number of

consumer topics



• Calls to the MPSC Call Center have been steadily declining MPSC

Year Calls Received Web Contacts Cases Generated

2008 36,572 3,781 19,124

2009 28,427 3,787 13,402

2010 24,420 2,844 10,297

2011 19,239 4,122 10,019

2012* 10,082 3,135 11,812

*Through Sept 2012



• Annual information provided to the MPSC by the utilities show that calls to Michigan’s regulated utilities is increasing

UTILITIES

Year Contacts Received DTE Consumers

2009 27,644,182 15,367,171 10,685,103

2010 30,609,877 17,353,386 11,307,689

2011 42,604,269 20,735,350 19,729,389

2012 tbd 23,342,890 tbd



History of most common complaints/inquiries to the MPSC


Outreach Plan

• In the spring of 2012, the MPSC Service Quality Division developed a new Outreach Plan for Consumer Education in Michigan.

• We are creating new partnerships and looking for new opportunities to meet with utility customers to educate and let them know the MPSC is available to assist them with their utility complaints and inquiries.


Outreach Plan

• We have created new promotional material to share with customers

• Created and distributed Public Service Ads to all Michigan cable television channels and radio stations


Outreach Plan

• Listserv-distribution has grown to over 1200 organizations and individuals

• Using Social Media-Facebook, Twitter


DTE Customer Assistance Day

With Michigan Senator Hoon-Yung Hopgood


Wayne Co Senior & Youth Fair


Wayne Co Senior & Youth Fair

With Senator Coleman Young


Ionia Free Fair


UP State Fair


Farmers Market


Targeting Consumer Population Groups

• Senior Citizens• First Time Utility Customers• Low Income Customers• Military and Veterans• Small Businesses• Non-Profit Groups


Targeted Group-Senior Citizens

• Partnering with utilities, non-profits, and other stakeholder groups to disseminate MPSC Consumer Education message

• Senior Citizens-all Michigan residents over age 65• Winter Protections from Shutoff • The MPSC and state law requires all regulated gas and electric

companies and electric cooperatives to provide shutoff protection for seniors during the heating season (November 1- March 31)

• Basic Message-Have you called your utility to let them know you are a Senior Citizen?


Senior Citizens

• Michigan Legislators• Coalition to Keep Michigan Warm• Utilities-Gatekeeper Program• Michigan Office of Services to the Aging• Area Offices on Aging• Senior Events• Visiting or calling all Senior Centers in every

county in Michigan


Staff Assignments

• In addition to their primary duties, call center staff and regulation officers are assigned to Consumer Education Work Groups and participate in outreach events– Senior Citizen Outreach– Low Income/Non-Profit Outreach– Renters and First Time Customer Outreach– Gas Choice Customer Outreach– Calendar/Evaluation Group– Promotional Material Group– Media Outreach Group


Commissioners

• Commissioners attend outreach events, talk about the importance of consumer education in their speeches and do interviews with the media on specific consumer topics


Chairman John Quackenbush


Commissioner Orjiakor Isiogu

role of michigan regulators in providing consumer education

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