Retail Supplier Agrees to Change in Marketing Practices As Result of Utility Complaints

Clearview Energy has agreed to make several changes to its marketing practices in Maine after Central Maine Power asked the Maine PUC to investigate the company after CMP alleged an increase in complaints received by the utility against Clearview Energy

In an agreement with PUC Staff Clearview has agreed to the following provisions, among others.

• Clearview will require agents upon initial contact to disclose that they are Clearview agents, and require clear physical identification by either a shirt or badge bearing Clearview’s name.

• Clearview will prohibit agents from requesting a copy of the utility bill; agents will request only an account number.

• Clearview will comply with all requirements for third party verification (TPV) calls, Chapter 305, sec. 4(B)(3). Staff discussed with Clearview some modifications to its TPV call script to clarify the overarching purpose of the call, namely to verify the customer’s choice in choosing Clearview as his or her electricity supplier. Clearview agrees to implement the requested changes with its TPV call administrator, and Staff has provided Clearview with the agreed-upon revised TPV script.

• Clearview will initiate a welcome call for all Maine customers within 3 business days of the TPV call.

• Clearview will require agents to leave behind a document at each visited residence that conspicuously indicates on the front that Clearview is a competitive electricity provider and not affiliated with the local utility company.

• Where it is apparent that a customer is not understanding and responding to the information conveyed by the agent or where the customer or another third-party informs the agent of this circumstance, the agent shall terminate the sales visit and not enroll the customer.

• Clearview will maintain records of all marketing by date, agent name, and detailed geographical location, including town, street, and numerical street address of residences visited.

Clearview will also establish and follow a protocol to enable local utilities to provide information to Clearview regarding customer complaints in a timely manner, to respond to those complaints in a timely manner, and to file quarterly reports in the Commission’s electronic filing system.

On or after October 1, 2016, Clearview may contact PUC Staff in writing and request that the provisions of the agreement that are not required by law be terminated. To the extent Staff does not agree to terminate such provisions, Staff shall state the basis in writing and the term of the extension of the letter, such term not to be greater than six months. Following any term extension, Clearview may again contact Staff in writing, requesting Staff terminate the letter agreement

Clearview provided the following statement to ECM:

"As the largest green energy supplier in North America, Clearview Energy has a long-standing reputation for putting its customers first. As such, we are extremely pleased with the agreement and the opportunity to move forward in our partnership with the State of Maine PUC."

Docket No. 2012-00376