role of michigan regulators in providing consumer education
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MICHIGAN PUBLIC SERVICE COMMISSION
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.
MICHIGAN PUBLIC SERVICE COMMISSION
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.
MICHIGAN PUBLIC SERVICE COMMISSION
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.
MICHIGAN PUBLIC SERVICE COMMISSION
Our Motto
Empowering Michigan citizens to make informed energy, tele-communication and cable decisions.
MICHIGAN PUBLIC SERVICE COMMISSION
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
MICHIGAN PUBLIC SERVICE COMMISSION
MICHIGAN PUBLIC SERVICE COMMISSION
Consumers Energy
MICHIGAN PUBLIC SERVICE COMMISSION
Consumers Energy
MICHIGAN PUBLIC SERVICE COMMISSION
DTE Energy
MICHIGAN PUBLIC SERVICE COMMISSION
DTE Energy
• http://www.dteenergy.com/residentialCustomers/
MICHIGAN PUBLIC SERVICE COMMISSION
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
MICHIGAN PUBLIC SERVICE COMMISSION
History of MPSC Consumer Education Activity
• 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
MICHIGAN PUBLIC SERVICE COMMISSION
History of MPSC Consumer Education Activity
• 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
MICHIGAN PUBLIC SERVICE COMMISSION
History of MPSC Consumer Education Activity
• MPSC Website created in 1995• Complaints and inquiries can also be sent
using our website• Website includes information on a number of
consumer topics
MICHIGAN PUBLIC SERVICE COMMISSION
History of MPSC Consumer Education Activity
• 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
MICHIGAN PUBLIC SERVICE COMMISSION
History of MPSC Consumer Education Activity
• 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
MICHIGAN PUBLIC SERVICE COMMISSION
History of MPSC Consumer Education Activity
History of most common complaints/inquiries to the MPSC
MICHIGAN PUBLIC SERVICE COMMISSION
History of MPSC Consumer Education Activity
History of most common complaints/inquiries to the MPSC
MICHIGAN PUBLIC SERVICE COMMISSION
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.
MICHIGAN PUBLIC SERVICE COMMISSION
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
MICHIGAN PUBLIC SERVICE COMMISSION
Outreach Plan
• Listserv-distribution has grown to over 1200 organizations and individuals
• Using Social Media-Facebook, Twitter
MICHIGAN PUBLIC SERVICE COMMISSION
DTE Customer Assistance Day
With Michigan Senator Hoon-Yung Hopgood
MICHIGAN PUBLIC SERVICE COMMISSION
Wayne Co Senior & Youth Fair
MICHIGAN PUBLIC SERVICE COMMISSION
Wayne Co Senior & Youth Fair
MICHIGAN PUBLIC SERVICE COMMISSION
Wayne Co Senior & Youth Fair
MICHIGAN PUBLIC SERVICE COMMISSION
Wayne Co Senior & Youth Fair
With Senator Coleman Young
MICHIGAN PUBLIC SERVICE COMMISSION
Ionia Free Fair
MICHIGAN PUBLIC SERVICE COMMISSION
Ionia Free Fair
MICHIGAN PUBLIC SERVICE COMMISSION
Ionia Free Fair
MICHIGAN PUBLIC SERVICE COMMISSION
Ionia Free Fair
MICHIGAN PUBLIC SERVICE COMMISSION
Ionia Free Fair
MICHIGAN PUBLIC SERVICE COMMISSION
UP State Fair
MICHIGAN PUBLIC SERVICE COMMISSION
UP State Fair
MICHIGAN PUBLIC SERVICE COMMISSION
UP State Fair
MICHIGAN PUBLIC SERVICE COMMISSION
Farmers Market
MICHIGAN PUBLIC SERVICE COMMISSION
Targeting Consumer Population Groups
• Senior Citizens• First Time Utility Customers• Low Income Customers• Military and Veterans• Small Businesses• Non-Profit Groups
MICHIGAN PUBLIC SERVICE COMMISSION
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?
MICHIGAN PUBLIC SERVICE COMMISSION
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
MICHIGAN PUBLIC SERVICE COMMISSION
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
MICHIGAN PUBLIC SERVICE COMMISSION
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
MICHIGAN PUBLIC SERVICE COMMISSION
Chairman John Quackenbush
MICHIGAN PUBLIC SERVICE COMMISSION
Commissioner Orjiakor Isiogu
MICHIGAN PUBLIC SERVICE COMMISSION
MICHIGAN PUBLIC SERVICE COMMISSION
MICHIGAN PUBLIC SERVICE COMMISSION
MICHIGAN PUBLIC SERVICE COMMISSION
MICHIGAN PUBLIC SERVICE COMMISSION
MICHIGAN PUBLIC SERVICE COMMISSION
MICHIGAN PUBLIC SERVICE COMMISSION
MICHIGAN PUBLIC SERVICE COMMISSION
MICHIGAN PUBLIC SERVICE COMMISSION
MICHIGAN PUBLIC SERVICE COMMISSION
MICHIGAN PUBLIC SERVICE COMMISSION
MICHIGAN PUBLIC SERVICE COMMISSION
MICHIGAN PUBLIC SERVICE COMMISSION
MICHIGAN PUBLIC SERVICE COMMISSION
MICHIGAN PUBLIC SERVICE COMMISSION
MICHIGAN PUBLIC SERVICE COMMISSION
MICHIGAN PUBLIC SERVICE COMMISSION
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