what do customers want? what are customers’ biggest ......reviews a home energy audit . for a...

Cindy Muir

Florida Public Service commission Office of Consumer Assistance & Outreach

Presented By:

What do customers want? What are customers’ biggest frustrations?

44th Annual PURC Conference

Three C’s For Customer Experience

Consistent Complete Clear

What the PSC Regulates

Investor-Owned Electric Utilities Investor-Owned Natural Gas Utilities Investor-Owned Water/Wastewater Utilities Some Regulatory Oversight of Telecommunications Companies in Florida

5

8

151

336

Complaint Investigation/ Resolution by PSC Staff

Investigate the facts and circumstances of the case; Research and interpret applicable statutes, rules, orders and utility tariffs; Specify corrective action and ensuring compliance; and Advise the consumer, and serve as the facilitator where necessary.

The company has 15 working days to respond to the commission with a resolution.

Complaint Process using Transfer Connect

Complaint is forwarded to the utility “Live” customer service representative takes the call If a resolution is reached in three days, the complaint is not recorded

Customer Service Hearing

Chairman Julie Brown at National Consumer Protection Week event

at America’s Second Harvest of the Big Bend

Commissioner

Ronald Brisé

at Lifeline

Awareness Week

event at

Goodwill

Industries’

Prosperity

Center.

Commissioner

Art Graham

reviews a home

energy audit

for a Beaches

Energy customer

during Energy

Awareness

Month.

Commissioner Jimmy Patronis toured VizCo, a small

manufacturer powered by solar, during Energy Awareness Month.

Consumer Connection Newsletter

Thelma Crump

speaks to

Madison County

residents during

a PSC consumer

outreach meeting

at the Senior

Citizens Council

of Madison

County.

A Fourth “C,” added to My Three C’s

A Daily Commitment to being:

Consistent Complete, and Clear

With an extra helping of compassion mixed in, to ensure a great customer experience!