1. 1 Office of External Relations Training Complaint Database Overview Prepared: Annie Eckert 5/29/09

2. 2 Topics to be covered: The Main Menu Understanding the Complaint Number Processing New Dispute Choosing a Correct Codes and Company Type Processing Dispute Closing Dispute Fast Track Information Request Withdraw Process Verizon Repairs

3. 3 Main Menu A screen shot of the Main Menu is included on the following page. From the Main Menu you can do the following:  Add a new dispute (Oral, Letter, Walk In, Payment Arrangement/ Extension, or Information Request.  Open an existing dispute. (You may search by various methods including by Complaint Number, Complaint Code, Customer’s Name, Name of Business, Utility/Supplier Code, etc.  Open existing Fast Track inquiries or Request for Information.

4. 4 Main Menu (cont’d) Also from the Main Menu you can access the following buttons:  Complaint Reports (Print/view Status, Statistical, or Summary reports, etc.)  Utility/Supplier Codes (Access company contact information. A supervisor will add new company codes and updates contact information as needed.)  Miscellaneous Codes (Print list of complaint codes, OER telephone list or view list of form letters. Supervisor adds/edits complaint codes as needed.)

5. 5 Understanding the Complaint Number All complaints are assigned a MPSC Complaint No. The first three or four numbers depict the month and year that the complaint was filed. EXAMPLE: MPSC #100847636 The 1008 for the above number indicates that the complaint was filed the month of October in the year 2008. Note: If the complaint were filed in January instead of October, the number would be 10847636, with the 1 representing January and the 08, the year 2008. The remaining numbers are sequential for the total number of complaints filed with External Relations since the creation of the database.

6. 6 Understanding the Complaint Number (cont’d) All complaint numbers are followed by a letter. The letters have the following meanings and often identify how the dispute was filed:” –“L” indicates the complaint was filed in writing (i.e Letter). –“O” for Oral disputes –“W”for complaints filed via our Website –“I” is for Walk-In customers who filed a dispute in person. –“X” is for Extension/Payment Arrangement requests –“R” is for Information Requests Pop Quiz #1- A customer calls and gives you MPSC #40956890-X as their complaint number. What can you tell me about this number?

7. 7 Processing New Dispute Disputes may be filed orally or in writing. Written disputes are made in person, on-line via the PSC’s website (www.psc.state.md.us) or faxed to (410) 333-6844.www.psc.state.md.us Oral disputes are handled by our Intake Unit. Oral disputes are usually more urgent in nature and may include: termination notices; request for payment arrangements; repairs, gas leaks, problems with starting service, etc. Disputes that are not considered urgent should be filed in writing and are handled by the Investigative Unit.

8. 8 Processing New Dispute (cont’d) As an OER Investigator you are responsible for entering the information for the Oral disputes. The OER receptionist will key in the information for the Written disputes, which are assigned by me or Vince in my absence). Maryland regulations require that the customer initially submit any inquiry or dispute to the company first. (See, COMAR 20.32.01.04B) Before entering any new dispute find out if the customer contacted the company first, if not refer the customer back to the company for investigation. Consumers are not required to pay the disputed bill while a complaint is under investigation. (See, COMAR 20.32.01.04N). However, Consumers must continue to make payment on the undisputed bill and new charges.

9. 9 Processing New Dispute (cont’d)  From the Main Menu, go to “Add New Complaint”. Choose “Oral” complaint if the complaint filed by phone. If you are keying in information for a dispute filed in person, choose “Walk in”. Only gas and electric company “request for payment plans, or extensions from termination notices” are handled via the Fast Track Process. To enter a Fast Track choose Extension/Payment Arrangement requests. Enter as an Information Request customer request for information (i.e., brochures, supplier lists, complaint form, etc) if no dispute filed.

10. 10 Processing New Dispute (cont’d) The Investigator shall enter the following information on all disputes prior to forwarding to the company for investigation: (1)Customer’s information (name, address, phone numbers, etc.) If service address is different than mailing address enter both addresses. (2)Type of customer (i.e., residential or business). System defaults with residential. If business customer, enter name of business. (3)Name of company(ies) that are mentioned in the dispute. You are able to enter up to two company codes and two supplier codes. (4)Brief description of the dispute. It is very important to make sure that the summary of dispute is clear so that company can properly investigate the matter. If a customer disputes a bill, find out which bill? The amount? Why are they disputing the bill? (5)Company type (electric, gas, water, etc.); (6)Complaint code; and (7)Account numbers. For telephone the account number may be the telephone number. If complaint is against supplier, enter the supplier account number in section designated for suppliers. *2,3, 5 & 6 can be added after the customer hangs up.

11. 11 Choosing Correct Complaint Code You have the ability to choose up to two complaint codes from the drop down menu. You must choose at least one complaint code to process a dispute. The following pages include a list of the complaint codes we currently have available. As new complaint codes are added, you will receive an email with instructions on when to use the new code. There are many cases where more than one complaint code will describe the customer’s issue. Only pick the complaint code(s) that best describe the customer’s main problem.  Pop Question 2: The customer stated that their phone service is not working properly. The customer called the telephone company requesting that the company repair their service. They are not happy with how long it will take to restore their service.  Pop Question 3: The customer received a bill. They stated that the moved from the property August 1 and the bill covers the period through December 31. They are disputing the billing for service used after the date they moved. Which two codes best describe this dispute.

12. 12 Choosing the Correct Company Code Use the drop down menu to enter the utility or supplier code for the company mentioned in the dispute. Do not add a name that is not accessed via the drop down arrow. Enter the name of the company in the “DETAIL OF COMPLAINT” section and see me. [I may have to add a new code for that company, or it may be a company we do not regulate.] You can enter up to two company codes and two supplier codes. However, only one company need be entered to process a dispute. It is important to identify all companies that provide the customer service to facilitate resolution of the dispute. However, only the company responsible for the customer’s problem need be served a copy of the dispute. Always see a supervisor if you need help with identifying a company/supplier code before submitting dispute.

13. 13 Choosing Correct Company Type Our system allows you to enter up to two Company Types. All utilities and suppliers are assigned one of the following “Company Types”: (G) Gas company (GS)Gas supplier (E)Electric company (ES)Electric supplier (GE)Gas and electric company (W)Water company (LEC)Local Exchange Carrier (LD) Long Distance company (BA) Billing Agent (O) Other It is possible for a company to have two company types. Some companies provide both local and long distance telephone service and other companies may be a combination gas and electric company or be licensed as both a gas and electric supplier. You may have to ask the customer some questions to determine which service is under dispute. Use only the company type being disputed.

14. 14 Choosing Correct Co. Type (cont’d) The PSC has authority over a company’s intrastate (within Maryland) service. Federal agencies, such as the FCC, FTC, FERC have authority over interstate service. Local telephone service, gas/electric companies, and certain water and long distance companies are regulated by the PSC pursuant to the Public Utility Companies Article and Code of Maryland Regulations (“COMAR”). Gas and electric suppliers must be licensed to operate within Maryland. The PSC has established various consumer protection rules that a supplier must follow. A supplier’s rates are not regulated. The PSC does not regulate or license billing agents.

15. 15 Choosing Correct Co. Type (cont’d) Use Company Type “Other” for companies the PSC does not regulate. See below a list of some companies/services not regulated:  Propane gas (including Eastern Shore Gas Co.)  Oil companies  Wireless (cellular) telephone service  Cable TV  Broadband (high speed internet, including DSL)  VoIP (Voice Over Internet Protocol)  Washington Suburban Sanitary Commission (WSSC)  Any municipally owned water company There are various form letters in our database that can be used to refer customer’s to an agency that regulates a service not governed by the PSC. In most cases you will refer the caller to the FCC, AGO or FTC. Cable complaints are referred to the local franchise office. You or the public can obtain a list of the regulated companies and gas and electric suppliers from the PSC’s website at www.psc.state.md.us.www.psc.state.md.us

16. 16 After obtaining the required information from customer, tell the customer you will contact the company for a response. Always provide the customer with the MPSC# for their records, and give your name and number. PSC Toll Free #1-800-492-0474, option 3. Disputes filed orally, including Fast Track, and disputes filed via our website are sent to the company using the EMAIL TO COMPANY button located on top of Screen #1. For all disputes filed electronically, you will receive an email notification with the customer’s name, address and MPSC# in the subject line. This is your record that the complaint had been filed. You should keep either an electronic or paper copy for your records. The utility is required to make a “good faith attempt” to respond to the new dispute within 7 days. For Fast Track the response should be received within 72 hours, and the company calls the consumer. [Effective 8/28/09-BGE agreed to make a good faith effort to respond within 24 hours when customer does not have service.] Processing Dispute

17. 17 Processing Dispute (cont’d) Occasionally the PSC experiences network problems and you may not be able to process a dispute electronically. Other times a consumer may fax you additional paperwork. Send the material to the company via fax. The fax numbers for most companies are programmed in our fax machine. To fax to the company, print Letter #1 (Intake Form) and Letter #8 (Referral Form). The company’s name and fax number automatically print on the referral form. If the company response is not received timely, fax Letter #66 (Reminder) to the company.

18. 18 Processing Dispute (cont’d) When the company responds, enter the date the company responded, name of the company representative and phone number on Screen #2 Most responses are sent to your email. Copy the company’s response and paste the response in the “Details of Company Response” section If the response was not sent electronically, fill out a Scan Slip and place in Gina’s office area so that the response can be scanned.

19. 19 Processing Dispute (cont’d) COMAR 20.32.01.04G REQUIREMENT Both the utility and a customer shall be given an opportunity to respond to the position or information provided to OER by the other party. To comply with the above regulation, you MUST provide the customer a copy of the company’s response BEFORE you render any decision. Several form letters have been created for this purpose. On the next slide is an explanation of each form letter.

20. 20 Processing Dispute (cont’d) Letter #5 allows you to enter text on Screen #5. You must add a brief description, describing the complaint in the first paragraph in addition to a brief statement describing the company’s offer in the second paragraph. When adding text do not repeat word for word what the company stated. Include only pertinent information relevant to the dispute and/or summarize the company’s response. You also should reference the regulations, if any, that apply. Letter #58 does not allow you to add any text. Letter #58 is mostly used for nonresidential and situations where the company’s response is in total disagreement with the customer. Letter #73 also does not allow you to add text. Use this letter when the company’s actions are supported by regulation. You must attach a copy of the regulation to the letter. Letter #78 is similar to Letter #5 in that you are able to add text on screen #5. This letter was created for cases where the dispute concerned two companies and you are providing the customer with a copy of both company’s response.

21. 21 No matter which letter used, the customer is given 14 days to respond back to you if they are not happy with the company’s response. If the customer calls within the 14 days and needs more time, feel free to grant an additional 7 days. If the customer needs more than 7 days, check with a supervisor. Note on Screen #2 OER WORKING NOTES any conversation between you and the consumer. If the customer does not write back, the case is considered closed. If the customer writes back, enter date of Customer’s Rebuttal (Screen#2) and fax to company using Referral Form #59. The company is given 10 days to respond to the additional information provided by the customer. Enter date of co.’s surrebuttal (Also Screen #2) You should use the OER Check List (Letter #60) until you are familiar with the dispute process. Processing Dispute (cont’d)

22. 22 After the complaint had been properly investigated, you are ready to close the complaint with the customer. There are numerous form letters in the database. However, for most cases you will be using Letter #20 or #75. Both letters provide the Further Review language. Summary of Final Disposition section (Screen #3) is to be used to type text for most final closing form letters. Compose your sentences so that it appropriately fits in the body of text for the form letter. You should view the form letter to make sure that the information you added is properly addresses the customer’s dispute. Your determination is stronger when supported by regulation or the company’s tariff. Make sure your closing letters are reviewed by a supervisor before they are mailed to the customer The utility is copied on all letters. Closing Dispute

23. 23 Closing Dispute (cont’d) The “date closed” (Screen #1) is the date of the form letter. Once a date closed is added, only a supervisor can override it. The “UAS’s Final Comments” is for your final closing remarks. Everyone must enter a one to three sentence description of how the case was closed. Your comments are to be brief and clear. If any adjustments or credits were given, list dollar amount in the Money Saved for Complainant section on Screen #3. Print a final copy of the complaint record (Letter #1) and attach to the file copy of your response. Use “yellow” copy paper for the file copy of your letter. Fax or e-mail a copy of your closing letter to the company representative.

24. 24 FT is only used for gas and electric request for payment plans or extensions from termination notices. The following companies are using FT: APS, BGE, Pepco, DPL, WG & Columbia Gas. From Main Menu, choose Add New Complaint and click on Extension and/or APP Even though these requests are part of the OER database, the FT request is stored separate from the other disputes. The FTs are assigned a number in the same way the complaints are assigned a number but they end with an “X”. You can search for existing FT entries from the Main Menu by customer name or the complaint number. Fast Track (FT) Process

25. 25 Fast Track (FT) Process (cont’d) Do not file as a FT if the customer disputes any part of the bill. FT is only used for customer requests for a payment plan or extension. [Eff. 8/28/09 – BGE customer w/out service requests payment plan & high bill investigation should be sent via FT. BGE will respond to FT within 24 hours & refer HB dispute for investigation.] Obtain basic information from the customer (i.e., name, address, phone numbers, account number, etc.). Ask the eleven interview questions. Make sure that the customer’s request is clear. What can they pay and when can they make the payments. Refer customer to Energy Assistance if they have not applied. If customer claims someone in the household has a medical condition, send Letter #42 (MedLtr/Form). After all information is received, give customer the MPSC# and your name and number. Tell customer the company will contact them within 72 hours.

26. 26 Fast Track Process (cont’d) File the FT electronically with the company via the Email Button. You will receive a copy of the email sent to the company. The company will submit the response back to you electronically within 72 hours. [BGE agreed to respond within 24 hours when customer does not have service.] You will receive an email when the response is submitted. You are to go into the FT case to view the company’s response. View the company’s response and enter the Date Closed when you are satisfied issue had been addressed. Company will receive email confirming date you closed the FT. Mail Letter #43 (No Pymt Ltr) if company denied the request for an extension or payment plan. No letter mailed to customer when company granted extension or payment plan unless customer could not be reached via phone. In that case mail letter #44 or #67.

27. 27 Some customers call the office with general questions about the PSC and the companies we regulate. If the customer is not filing a dispute yet, but they want information sent (i.e., complaint form; brochures; fact sheets, etc.) you should still make a record. From Main Menu, choose Add New Complaint and click on Information Request. Even though Information Requests are part of the OER database, the information you enter is stored separate from the complaints. Information Requests are assigned a number in the same way the complaints are assigned a number. You can search an Information Request by the customer’s name or the reference number. Go to the far right of the Main Menu and click on the “Select By Info. Request Number” button. Information Requests

28. 28 Information Requests (cont’d) The basic information you will enter for Information Requests includes:  Date request was filed with office.  Date you fulfilled the request.  Method for fulfilling the request (i.e., by US Mail, fax, email, or other)  Customer information (i.e., name, address & telephone number)  Select “Residential” or “Business” customer. Use the Check Sheet to denote any and all information that was sent. If you send info not on the Check Sheet go to section called “Other” and make a record of what information you mailed. Click the printer button when done. It will take you to an envelop, letter and completed record. Select each document that you want to print. Use the letter and envelop to mail information to the consumer. You do not have to make a copy. If you make a copy, retain the info in your office.

29. 29 COMAR 20.32.01.04B -If a customer contacts the Commission or its staff before contacting a utility, the customer shall be advised of Regulation.03 and referred to the utility. [.03A: A customer shall initially submit any inquiry or dispute directly to the utility for resolution.] Upon receipt of a new dispute, the utility will send to OER either (1) confirmation that the dispute has been received and assigned; or (2) the utility has no record of the customer contacting them first for an investigation or utility has not been given an opportunity to complete its investigation. If #2 above applies, OER will send the customer Letter #48 (Withdrawal Ltr). Letter #48 informs the customer that their dispute had been referred to the utility for resolution and response. OER will then withdraw the PSC complaint by changing our internal complaint code to 785- Withdraw Complaint-Customer must contact utility. Our office closes the dispute when Letter #48 is mailed. Under the withdrawal process, the utility is required to investigate the complaint and respond directly to the customer, not to OER. Withdrawal Process

30. 30 Verizon Repairs Customers file repair disputes via phone, PSC website and in writing. Telephone repair disputes (i.e., customer lost dial tone; customer cannot make or receive calls, static on the line, etc.) are handled by the Intake Group. Repeat trouble reports, recurring telephone problems, cables need to be replaced, etc. are best handled by the Investigative Group. Customer should file a written dispute or be referred to our website. If Oral dispute send electronically to Verizon using the EMAIL TO COMPANY button. Upon receipt of Verizon’s response, enter response into database on Screen #2. Forward a copy of the company’s response to the customer using Letter #95. This confirms that company made the repair and issue an Out of Service Credit to the customer. Verizon’s tariff requires that the company credit the customer for the time the local service was not working if out for more than 24 hours. The letter also informs customer of the ongoing PSC investigation is Case No. 9114.

31. 31 Only keep one database application open at a time. You cannot have open multiple screens or multiple databases as it may cause the system to crash. Always use proper procedures when exiting the database. Always talk to a supervisor if you have any questions. Points to Remember: