11. Phase II of the Proceeding

As discussed previously, many other measures proposed in comments could provide a reduction in utility disconnections but could also result in significant costs. The Commission plans to continue to analyze the costs and benefits of these alternate measures. In the second phase of this proceeding we will address the following issues:

a. What is causing the discrepancy between the disconnection rates of CARE versus non-CARE customers? How can we limit this discrepancy? For example, should the recertification of CARE customers be waived for some period and, if so, for how long?

b. What is causing the discrepancy between the disconnection rates of PG&E and SCE as compared to SDG&E and SoCalGas? Are there certain customer service policies or practices of SDG&E and SoCalGas that PG&E and SCE should adopt in order to further decrease the number of customer service disconnection in the PG&E and SCE service territories?

c. What is the role of CSRs in educating customers about assistance programs and assisting in completing CARE applications and what are the costs of this additional work?

d. Should utilities provide an opportunity for customers to select a language for utility communications, and what are the associated costs?

e. Should the utilities establish a uniform protocol for remote disconnections?

f. Have utilities established a uniform billing and accounting methodology that ensures that the customer receives proper credit for monies paid as discussed in R.10-02-005 at 7.

g. Have utilities established a uniform billing and accounting methodology that ensures that the customer receives proper credit for monies paid as discussed in R.10-02-005 at 7.

h. Should particular disconnection notice practices be adopted for all utilities?

i. What should be the sunset date for PG&E's interim practices?

j. Should there be exceptions to deposit rules for certain customers demonstrating continued fraud or bad check activities?

k. Should customers be allowed to choose a monthly billing date for their payments?

l. How should sensitive customers be defined, and how can utilities identify such customers?