1. M ICHIGAN P UBLIC S ERVICE C OMMISSION

2. 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.

3. M ICHIGAN P UBLIC S ERVICE C OMMISSION 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.

4. M ICHIGAN P UBLIC S ERVICE C OMMISSION 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.

5. M ICHIGAN P UBLIC S ERVICE C OMMISSION Our Motto Empowering Michigan citizens to make informed energy, tele- communication and cable decisions.

6. M ICHIGAN P UBLIC S ERVICE C OMMISSION 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

7. M ICHIGAN P UBLIC S ERVICE C OMMISSION

8. Consumers Energy

9. M ICHIGAN P UBLIC S ERVICE C OMMISSION Consumers Energy

10. M ICHIGAN P UBLIC S ERVICE C OMMISSION DTE Energy

11. M ICHIGAN P UBLIC S ERVICE C OMMISSION DTE Energy http://www.dteenergy.com/residentialCusto mers/ http://www.dteenergy.com/residentialCusto mers/

12. M ICHIGAN P UBLIC S ERVICE C OMMISSION 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

13. M ICHIGAN P UBLIC S ERVICE C OMMISSION 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

14. M ICHIGAN P UBLIC S ERVICE C OMMISSION 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

15. M ICHIGAN P UBLIC S ERVICE C OMMISSION 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

16. M ICHIGAN P UBLIC S ERVICE C OMMISSION 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

17. M ICHIGAN P UBLIC S ERVICE C OMMISSION 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

18. M ICHIGAN P UBLIC S ERVICE C OMMISSION History of MPSC Consumer Education Activity History of most common complaints/inquiries to the MPSC

19. M ICHIGAN P UBLIC S ERVICE C OMMISSION History of MPSC Consumer Education Activity History of most common complaints/inquiries to the MPSC

20. M ICHIGAN P UBLIC S ERVICE C OMMISSION 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.

21. M ICHIGAN P UBLIC S ERVICE C OMMISSION 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

22. M ICHIGAN P UBLIC S ERVICE C OMMISSION Outreach Plan Listserv-distribution has grown to over 1200 organizations and individuals Using Social Media-Facebook, Twitter

23. M ICHIGAN P UBLIC S ERVICE C OMMISSION DTE Customer Assistance Day With Michigan Senator Hoon-Yung Hopgood

24. M ICHIGAN P UBLIC S ERVICE C OMMISSION Wayne Co Senior & Youth Fair

25. M ICHIGAN P UBLIC S ERVICE C OMMISSION Wayne Co Senior & Youth Fair

26. M ICHIGAN P UBLIC S ERVICE C OMMISSION Wayne Co Senior & Youth Fair

27. M ICHIGAN P UBLIC S ERVICE C OMMISSION Wayne Co Senior & Youth Fair With Senator Coleman Young

28. M ICHIGAN P UBLIC S ERVICE C OMMISSION Ionia Free Fair

29. M ICHIGAN P UBLIC S ERVICE C OMMISSION Ionia Free Fair

30. M ICHIGAN P UBLIC S ERVICE C OMMISSION Ionia Free Fair

31. M ICHIGAN P UBLIC S ERVICE C OMMISSION Ionia Free Fair

32. M ICHIGAN P UBLIC S ERVICE C OMMISSION Ionia Free Fair

33. M ICHIGAN P UBLIC S ERVICE C OMMISSION UP State Fair

34. M ICHIGAN P UBLIC S ERVICE C OMMISSION UP State Fair

35. M ICHIGAN P UBLIC S ERVICE C OMMISSION UP State Fair

36. M ICHIGAN P UBLIC S ERVICE C OMMISSION Farmers Market

37. M ICHIGAN P UBLIC S ERVICE C OMMISSION Targeting Consumer Population Groups Senior Citizens First Time Utility Customers Low Income Customers Military and Veterans Small Businesses Non-Profit Groups

38. M ICHIGAN P UBLIC S ERVICE C OMMISSION 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?

39. M ICHIGAN P UBLIC S ERVICE C OMMISSION 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

40. M ICHIGAN P UBLIC S ERVICE C OMMISSION 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

41. M ICHIGAN P UBLIC S ERVICE C OMMISSION 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

42. M ICHIGAN P UBLIC S ERVICE C OMMISSION Chairman John Quackenbush

43. M ICHIGAN P UBLIC S ERVICE C OMMISSION Commissioner Orjiakor Isiogu

44. M ICHIGAN P UBLIC S ERVICE C OMMISSION