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PUC Approves Utility Tariff Changes To Require Retail Suppliers To Maintain Records Of Sales Resulting From Transfer Of Customer Calls From Utility To Supplier
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The Public Utilities Commission of Ohio has approved without modification a filing by Vectren Energy Delivery of Ohio, Inc. to revise its Supplier Coordination Tariff to require additional record keeping and reporting for certain calls from Standard Choice Offer (SCO) Customers that are transferred to SCO Suppliers, consistent with a recent PUCO order
As exclusively reported by EnergyChoiceMatters.com, PUCO previously approved a process under which Vectren agrees that its call center will transfer a call from an SCO customer to its SCO Supplier, or identify the relevant SCO Supplier contact information for the SCO customer, when in Vectren’s reasonable discretion Vectren determines that the SCO customer has specific questions with respect to or in relation to the SCO and that it is reasonable under the circumstances of the call to either transfer the call or direct the SCO customer to the applicable SCO Supplier. PUCO Staff shall inquire whether SCO suppliers are currently sending welcome letters to customers as required. Staff shall provide the results of its inquiry to signatory parties.
PUCO imposed conditions on the process, including a record-keeping requirement for suppliers, and that suppliers maintain a "recording of the full sales call" for any customers transferred under this process
Per PUCO's direction, Vectren filed to revise its supplier tariff to include the following provisions concerning SCO Supplier Terms and Conditions, which have now been approved:
Required Reporting:
SCO Supplier shall maintain records of SCO Customer sales where the solicitation is made directly
following any SCO Customer call transferred to the SCO Supplier by the Company. A 'sale' or
'solicitation' is defined as any agreement by the SCO Customer with the SCO Supplier for non-SCO
commodity service (i.e., Choice service provided under Rate Schedules 315 or 325). A solicitation is
made directly if the representative of the SCO Supplier to whom the call is transferred either: (1) makes
the solicitation, or (2) transfers the SCO Customer to a sales representative or agent who makes the
solicitation. These records shall include the SCO Customer name, address, account number, contract
price, contract term, type of contract (i.e., fixed, variable, introductory, or other appropriate description),
and termination fee, if any, as well as a recording of the full sales call. These records shall be made
available to PUCO Staff by the SCO Supplier upon request. Each SCO Supplier is also required to
provide a monthly report to the Company on the number of sales made following the transfer of a call
under this provision, and the Company shall provide PUCO Staff with a quarterly report including the
number of sales, by SCO Supplier, made each quarter following the transfer of a call.
Vectren noted that PUCO had directed VEDO to update its supplier coordination
tariff to include: "provisions which require SCO suppliers to maintain records of customer
sales where the solicitation is made directly following any customer call
transferred to the SCO supplier by VEDO."
In the prior order, PUCO had stated, "We will clarify that a solicitation
is made 'directly' if the representative of the SCO supplier to whom the
call is transferred either: makes the solicitation or transfers the customer
to a sales representative or agent who makes the solicitation. These
records shall include the customer name, address, account number,
contract price, contract term, type of contract (i.e., fixed, variable,
introductory, or other appropriate description), and termination fee, if any,
as well as a recording of the full sales call. The tariff amendments shall
require that all of these records shall be made available to Staff by the
SCO supplier upon request. In addition, the tariff amendments shall
require each SCO supplier to provide a monthly report to VEDO on the
number of sales made following the transfer of a call under this provision,
and VEDO shall provide Staff with a quarterly report including the number
of sales, by SCO supplier, made each quarter following the transfer of a
customer call."
Case 19-2239-GA-ATA
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April 8, 2020
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Copyright 2010-20 EnergyChoiceMatters.com
Reporting by Paul Ring • ring@energychoicematters.com
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