Chapter 1. Introduction and Executive Summary

1.1 Creating This Report

1.2 Key Issues for Commission Decisions

1.2.1 Direct Access Program Decisions

1.2.2 Consumer Education Plan

1.2.3 Registration of Electric Service Providers

1.2.4 Reliable Market Information for Consumers

1.2.5 Other Consumer Protection Issues

1.2.6 Funding Issues

1.3 How This Report is Organized

1.4 Participants in DAWG Subgroup D

Chapter 2. Consumer Principles for Restructuring

2.1. Right to Know

2.2. Right to Choice

2.3. Fair Dealing

2.4. Right to Redress

2.5. Customer Participation in Industry Oversight

2.6. Right to Privacy

2.7. Quality of Service

2.8. Required Codes of Conduct and Oversight

2.9. Right to Universal Electric Service

2.10. Transaction Costs

2.11. Improvement over the Status Quo

Chapter 3. Consumer Protection Needs

3.1 Introduction

3.2 Specific Areas Requiring Consumer Protection

3.2.1 The Marketing Phase

3.2.2 The Enrollment Phase

3.2.2.1 Slamming

3.2.2.2 Redlining

3.2.2.3 Non-Discriminatory Credit and Deposit Rules

3.2.2.4 Landlord-Tenant Issues

3.2.2.5 Legal Enrollment Practices That Could Be Harmful

3.2.3 Metering, Billing, and Revenue Collection

3.2.3.1 Metering Problems

3.2.3.2 Billing Issues

3.2.3.3 Collection Practices

3.2.3.4 Discontinuing Service

Chapter 4. Consumer Protection Institutions and Mechanisms

4.1 Methods of Governance

4.1.1 Public Oversight

4.1.2 CPUC Authority Under AB 1890

4.1.2.1 Entities Subject to CPUC Regulation

4.1.2.2 Registration

4.1.2.3 Information Disclosure

4.1.2.4 Customer Complaints

4.1.3 CPUC Regulation of Local Telephone Competition

4.1.3.1 Determining the Scope of CPUC Jurisdiction

4.1.3.2. The Certificate of Public Convenience and Necessity

4.1.3.3 The Rules for CLCs

4.1.4 Alternative Agencies Responsible for Consumer Protection

4.1.5 Private Civil Enforcement

4.1.5.1 Courts

4.1.5.2 Alternative Dispute Resolution

4.1.5.3 General Authorities

4.1.5.4 Industry-Specific Regulatory Agencies

4.1.6 Self-Enforcement via Industry or Stakeholder Associations

4.2 Registration Requirements

4.2.1 Minimal Certification Requirements

4.2.2 Strong Regulatory Oversight of ESPs

4.2.2.1 Summary of the Proposal

4.2.2.2 Retail Customer Interaction Compels Licensing and Bonding

4.2.2.3 Providers Not Subject to Registration

4.2.2.4 The Nature Of and Rationales For Registration with the CPUC

4.2.2.5 The Bonding Requirement

4.2.2.6 Why Electric Registration Must Be More Stringent Than Telephone

4.2.2.7 Revocation and Suspension of Licenses Are CPUC Responsibilities

4.2.2.8 Proposed Code of Conduct for Retail Energy Service Providers

4.2.2.9 Regulation of market structure by CPUC

4.2.3 Permissible Retail Territories for Unregulated Utility Affiliates

4.2.4 Reciprocity for Utilities and Affiliates Conducting Business Under Jurisdictions Other than the CPUC

4.3 Right to Redress: Dispute and Complaint Resolution

4.3.1 Consumers Should Have Appropriate Access to Redress

4.3.2 The Forum Must Be Neutral

4.3.3 Mediation Opportunities for Complaints

4.3.4 Disposition of Penalties Collected

4.3.5 Access to CPUC-Compiled Data

4.3.6 Resolution of Systematic Patterns of Abuse

4.4 Customer Representation and Advocacy

4.5 Market Monitoring and Oversight

Chapter 5. Consumer Education

5.1 Educational Needs and Objectives

5.1.1 Consumer Needs

5.1.2 CPUC Responsibility to Consumers

5.1.3 The Need For Flexibility

5.1.4 The Virtual Direct Access Option

5.2 Consumer Education Plan

5.2.1 Introduction

5.2.2 Goals of the Consumer Education Plan

5.2.3 Responsibilities of the CEP Group

5.2.4 Key Messages

5.2.5 The Consensus-Based Process

5.2.6 Funding

5.2.7 Experience with the Caller Notification Education Plan

5.3 The CPUC's Consumer Advocate Role

5.3.1 Access by Consumers to Their Own Usage Records

5.3.2 Price and Quality Comparisons

5.3.3 Monitoring Customer Education by Private and Non-Profits

5.3.4 Fostering Aggregation of Small Customers

5.4 Restructured Electric Service Education Trust (RESET)

5.4.1 Telecommunications Education Trust (TET)

5.4.2 The Deaf Equipment Acquisition Fund (DEAF) Trust

5.4.3 Comparison of the TET and DEAF Trusts

5.4.4 Restructured Electric Service Education Trust (RESET)

5.4.4.1 Scope

5.4.4.2 Funding

5.4.4.3 Administration

5.4.5 Monitoring and Evaluation of Trust Performance

5.4.6 Concerns with a Trust Approach

5.5 Example Charter for the RESET

Chapter 6. Access to Customer Information

Not reproduced here, this chapter reiterates Chapter 7 of the August 30 DAWG Report with no changes or additions.

Chapter 7. Implementation

7.1 Implementation Objectives

7.2 Legislative Issues and AB 1890

7.3 Implementation Timelines

7.3.1 General Framework

7.3.2 Registration

7.3.3 Consumer Education

7.3.4 Accommodating Delay

7.3.5 A Sense of Urgency