Dispute Resolution and Consumer Protection

The Commission will require that any program proposal for energy efficiency funds describe a dispute resolution process to be used in dealing with complaints from end-use gas or electric consumers participating or attempting to participate in the program. In programs where the IOUs hold contracts with third parties, those contracts will also be required to include dispute resolution provisions.

The Commission's informal and formal complaint process through the Consumer Services Division is another venue which customers and market actors may utilize to file complaints against IOUs, though this complaint process does not extend to other program implementers.

Finally, program implementers may use the name of the CPUC on marketing materials for their programs with the prior written approval from the CPUC Energy Division. In order to obtain this written approval, implementers should send a copy of the planned materials to the Energy Division requesting approval to use the CPUC name and/or logo.