Consumer Protection From A Regulators Perspective

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Information about Consumer Protection From A Regulators Perspective
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Published on February 23, 2014

Author: wayneshirley

Source: slideshare.net

Consumer Protection From A Regulator's Perspective Wayne Shirley The Regulatory Assistance Project 50 State Street, Suite 3 Montpelier, Vermont USA 05602 Tel: 802.223.8199 Fax: 802.223.8172 Website: http://www.raponline.org 177 Water Street Gardiner, ME 04345-2149 Phone (207) 582-1135 Fax (207) 582-1176

Consumer Protection Objectives Access to the Process Public Education Public Perception of Fairness Fairness in Fact Balancing the Powers of the Parties Efficient Utilization of Commission Resources

Framework For Customer Protection Undue Discrimination Fairness Within Classes Fairness Among Classes Private vs. Public Interests Protection of Institutional Integrity Due Process Considerations

Dealing With Conflicts Competing Interests Customers vs. Utility Customers vs. Customers Utility vs. Other Social Interests Customers vs. Other Social Interest

Role of Commission Commissioners Direct consumer contacts Political contacts Public presence

Role of Commission Commission Protection Staff Direct consumer contacts Political contacts Public presence

Role of Commission Advocacy Staff Consumer Protection Staff Feedback Development of Rate Case Issues

Role of Commission Enforcement Functions Transaction-based Enforcement Audit-based Enforcement Performance-based Enforcement

Interplay of the Parties Relationship to Commission/Commissioners Relationship to Staff Interface between Utility, Commission and Consumer Staff to Staff Management to Commissioners Consumer to Utility Consumer to Commission

Structural Tools Consumer Protection Rules Line extensions Billing/Metering Disputes Disconnections Disclosure

Structural Tools Complaint Process Within Utility Required Process for Consumer Dispute Resolution At the Commission Informal Complaints Formal Complaints

Structural Tools Alternative Dispute Resolution Mediation Arbitration Staff "dispositions"

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