Michigan Energy Providers Conference Customer Experience Panel Susan R. Corbin, Director State Response Division Michigan Agency for Energy
Role of MAE AE/MPS PSC staff aff relate ated to cust stom omer er exper erie ienc nce • Handle customer complaints/inquiries for gas, electric, alternative providers, telecommunications and cable • Accept complaints through agencies 800 number, web and at outreach events • Escalate appropriate complaints/inquiries to providers • Follow trends in customer complaints and utility reporting • Protect customer rights/inform customers of their responsibility • Clarify utility rights and responsibilities • Direct low income customers to resources
2008-2015 MAE CUSTOMER CONTACTS SOURCE: 2008-2015 MPSC ANNUAL REPORTS Electric Gas, Electric Combined Service Natural Gas Telecommunications Other 10,655 2015 3149 1342 2625 1705 1834 17,208 2014 3665 1298 4961 2171 3539 11,080 2013 3503 1064 2068 1775 2670 2012 4504 1590 2937 2102 2552 13,685 2011 3485 1426 2186 2124 117 9,338 9,306 2010 3063 1605 2649 1989 12,504 2009 3597 1954 3913 3040 18,599 2008 3768 2053 8270 4508 0 2000 4000 6000 8000 10000 12000 14000 16000 18000 20000
2008-2015 UTILITY CUSTOMER CONTACTS SOURCE: 2008-15 CUSTOMER ASSISTANCE REPORTS 70,000,000 65,248,665 61,607,502 60,000,000 51,231,931 50,000,000 42,604,269 40,000,000 37,379,678 30,609,877 30,000,000 27,644,182 20,000,000 10,000,000 0 2008-09 2009-10 2010-11 2011-12 2012-13 2013-14 2014-15
Michigan Agency for Energy 2015 Customer Energy Complaints Source: 2015 MAE/MPSC Complaint Data [CATEGORY NAME] [PERCENTAGE] Referred to State Agency Water/Sewage 2% 2% Company Number Provided Wrong Number Other Contacts 2% 2% 17% General Information 3% 7,116 Energy Contacts Hang-Up 3% Attorney General 3% Cancellation of Contract Service Miscellaneous 9% 4% Rates/Surchages 4% Shutoff Shutoff Protection Plan 7% 4% High Bill 4% Responsibility for Bill 6% Outages/Interruptions 5% Billing Charges [CATEGORY NAME] 6% [PERCENTAGE] Estimated Billing MPSC 5% 5%
Custom tomer er Ex Experie ienc nce e Updates tes • Consumer Standards and Billing Practices for Electric and Gas Residential Service and Billing Practices Applicable to Non-Residential Electric and Gas Customers • Office of Regulatory Reinvention 2014-037 LR, 2014-038 LR http://w3.lara.state.mi.us/orr/Rules.aspx?type=dept&id=LR • U-18120-Schedules public hearing 9:00 AM, September 22, 2016 • Open Investigations • U-18098-Establishes collaborative to study guidelines, rules and procedures for emergency medical holds • U-18099- Investigate DTE’s compliance with rules regarding emergency medical holds • Staff report due August 29, 2016
Custom tomer er Ex Experie ienc nce e Updates tes • Closed Investigations • U-17844-Consumers Energy report to the Commission on fatality of resident • Recommended adoption of rule regarding utility disconnection policies during extreme weather condition in current rulemaking • U-18002 Consumers Energy Estimated Billing Practices • Rules Violations-fine of $515,800 • Provide time and date stamp on customer hazard codes • Provide post cards and information on other reporting means to customers with threat of violence on account • Submit substantive changes to estimated billing procedures • Remove all pending and future rate case amounts associated with meter estimation write-offs • File semi-annual reports for three years
Custom tomer er Ex Experie ienc nce e Updates tes • Recent Rule Waivers • U-17863 Consumers Energy Select your own due date • U-17960 Consumers Energy Pre-pay pilot • U-17984 Consumers Energy-Shut off Protection Plan changes • U-17995 UPPCO Budget billing, preferred due date, billing fractional month’s electric, estimated billing procedures • U-17880 MGU Minimum payment option-April to September
MICHIG IGAN AN NEE EED 1.1 million Michigan households have incomes that make them eligible for energy assistance. In 2015, only 47% or roughly 510,000 households received assistance. In 2015, the Michigan 2-1-1 system provided over 679,000 phone-based referrals , with questions related to utility assistance (30.5%) being the #1 reason for calls.
MEAP IS IS ASS SSIS ISTING MICHIGAN’S MO MOST VUL ULNERA NERABL BLE CUS CUSTOM OMERS Household Demographics 38,697 25,493 19,693 17,489 15,710 15,666 14,363 9,911 At least one At least one At least one At least one member that member age member age member age is disabled 60 or older 3,4 or 5 2 or younger 2014 2015 *Of those agencies reporting, on average, 48% of households are employed. *Households may fall into more than one category and not all households fall into one of these .
MEA EAP P Update te In 2014 and 2015 combined, 47,952 In 2014 and 2015 combined, 111,405 households were reported as receiving households were reported as energy services to reduce their energy receiving assistance on budgeting. use. Approximately 90% of customers were reported as paying bills on time while enrolled in a utility affordable payment program. A simplified, single application has been developed to be used to apply for energy assistance under the program, decreasing the application from 23 to 3 pages. DHHS and MAE have strenuous eligibility criteria and perform regular audits, to ensure that assistance is going to qualified households. Program has switched from requiring a high cost crisis or shut off notice to preventing a crisis at a lower cost.
Quest stio ions ns? Susan Corbin CorbinS@michigan.gov Michigan Agency for Energy 1-800-292-9555 www.michigan.gov/energy
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