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ERCOT Proposes Changes to POLR Notification, Mailer Process
ERCOT has proposed replacing, for certain customers, the current mailer required to be sent by ERCOT to customers transitioned to POLR with email and phone notifications.
Currently, Subsection (s)(1) of Subst. R. §25.43 requires ERCOT to notify a customer transitioned to POLR by sending the customer a secured mailer and, if ERCOT has the customer's phone number and email address, by making an automated phone call and sending an email.
ERCOT said that notifying customers by secured mailer can cost ERCOT more than $1.50 per customer, "and if a large number of customers are transitioned, the total cost to ERCOT and ultimately to ratepayers could be significant."
"A secured mailer may also be less effective than a phone call or an email given the speed with which a mass transition occurs. And because the failure rate of physical mailings for an equivalent process (switch notifications) has been tracked to be seven percent, the secured mailer may not reach a greater number of customers than the other notice methods," ERCOT said.
"To balance the cost and efficacy of the various notice methods," ERCOT proposed that if ERCOT has a transitioned customer's phone number and email address, pursuant to subsection (o)(6) of §25.43, ERCOT shall notify the customer by automated phone call and email, without the use of the mailer.
"Otherwise, ERCOT shall notify the customer with a secured mailer containing the official commission seal with language and format approved by the commission and also notify the customer by automated phone call or email if ERCOT has the customer's phone number or email address pursuant to subsection (o)(6) of this section," ERCOT's proposed revision states.
ERCOT's comments were made in a PUCT rulemaking concerning re-adoption of Chapter 25 of the Substantive Rules (Project 41937).
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December 10, 2013
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