Communicating with Consumers

The Office of the Ohio Consumers’ Counsel (OCC) continued its mission to educate consumers about utility issues and provide them with comprehensive information in easy-to-read publications and on the website at www.pickocc.org. It is OCC’s goal to work with consumer groups, stakeholders and the media to inform utility customers of any changes in rates and services, in addition to the agency’s advocacy efforts to protect consumers. This past year, the OCC issued a number of action alerts in which consumer input was sought to oppose potential rate increases and reduced consumer protections. The OCC encouraged consumer groups and agencies to advocate for consumers through letter writing campaigns and participation in public hearings on utility issues. The OCC has, at times, formed coalitions and worked with other consumer organizations to present regulators with a joint consumer perspective in the decision making process.

1-877-PICKOCC

The Consumer Services Division is one of the OCC’s direct one-on-one support tools for residents. Through the toll-free hotline, letters and website contacts, the staff of the Consumer Services Division handled a wide variety of inquiries and requests for information in 2006. The topics for calls from consumers ranged from loss of utility services to natural gas and telephone choices to understanding charges on utility bills to tips to reduce their energy bills. One of the more complex issues about which consumers contacted the OCC during 2006 was the change in the way Dominion East Ohio purchased natural gas for consumers in northern Ohio. The Consumer Services Division helped Dominion’s customers become more informed about the changes they were facing as they moved toward paying a more market-based rate for natural gas. Additionally, the Consumer Services Division explained why some electric bills increased as a result of implementation of rate plans. OCC representatives discussed the agency’s opposition to these plans and the appeals to the Ohio Supreme Court.

Throughout 2006, the Consumer Services Division provided personal assistance to consumers by answering utility-related inquiries for approximately 11,200 consumers. Additionally, it distributed over 5,300 packets of valuable utility information throughout Ohio. Through the many resources of its representatives, the OCC helped approximately 3,000 Ohioans who were seeking to avoid disconnection of their utility service or who needed information to obtain reconnection of their utility service.

Reaching out to consumers

Populations for the OCC’s focus this year included city government, low-income advocate organizations and agencies, legal aid, minority organizations and advocates for children. These are constituencies that the OCC made special efforts to reach out and educate about the OCC’s services and mission to help utility customers. Changes in natural gas service; increased rates for utility services; and the continued need for education about the utility assistance programs kept the OCC staff members on the road. There was great demand for the Stay Connected Train-the-Trainer program, which provides detailed information about assistance programs available for low-income consumers. The OCC presented 88 of these programs to train over 1,500 service workers around Ohio.

Dominion East Ohio changes in natural gas service

Dominion East Ohio Gas, serving several regions of Ohio, received permission from the Public Utilities Commission of Ohio (PUCO) to change the way it purchases natural gas for its customers. OCC provided 28 presentations on this topic to over 1,000 consumers. OCC’s educational materials assisted consumers in understanding the changes on their bill and the choices available for natural gas service.
Additionally, the OCC worked cooperatively with Dominion representatives, PUCO staff and other stakeholders to formulate an education plan that would inform the public of the changes consumers would see on their bills. Consumer research studies were conducted early in November to determine how knowledgeable customers were about the changes. This information will be helpful for the future. It will enable each organization to further develop its communications materials to assist consumers in better understanding how the new rate is calculated.

Local governments

The OCC actively reached out to local city government officials to share information about the OCC’s services and familiarize them with the decision making process at the PUCO. OCC is encouraging city governments to become more involved in utility cases and actively participate in OCC’s consumer grassroots campaigns. This process allows for the continued growth in the number of consumers and consumer groups to voice their concerns about utility issues.

Low-Income Dialogue Group

OCC continued to develop and strengthen its partnerships with low-income advocates and policy makers through its work with the Low-Income Dialogue Group (LIDG). This group, comprised of representatives from OCC, legal aid societies, community action agencies, community-based organizations, AARP, Ohio Farm Bureau, United Way agencies, Ohio Partners for Affordable Energy, the Ohio Department of Development and others, works cooperatively to identify and seek solutions to issues and concerns that impact low-income utility consumers. Among the chief issues for the group’s focus in 2006 were recommendations to improve the Percentage of Income Payment Plan (PIPP), making extended payment plans more available to help consumers stay connected when faced with a utility disconnection, and the increasing cost of local telephone service following a reduction in telephone industry regulations.

Community Advisory Panel

This year’s 2006 statewide Community Advisory Panel (CAP) meeting attracted more than 150 members to Veteran’s Memorial in Columbus for a day of dialogue. CAP members, who represent diverse constituencies throughout Ohio, serve as a resource for OCC and provide an effective network for receiving consumer input and disseminating relevant utility information.

The meeting educated other advocates, stakeholders and concerned citizens about the importance of using more renewable energy in Ohio; telephone scams, new long-distance charges and hidden prepaid calling card fees; activities relating to OCC’s involvement in cases at the PUCO; and progress in the areas of energy efficiency and low-income issues. The OCC also listened to the ideas and concerns CAP members have about the future of the utility industry and the effects it may have on consumers.

Hispanic outreach

OCC created new and innovative ways to reach the growing Hispanic population. Work force development seminars, English as a second language classes and homebuyer seminars also provided opportunities for educating Spanish speaking consumers about their utility services. Public libraries and the Ohio Department of Job and Family Services distributed OCC’s Spanish educational materials, including a video on utility assistance programs, newsletters and the Consumer Assistance Handbook.

Earth Day partnership with Green Energy Ohio

OCC partnered with Green Energy Ohio to provide presentations about renewable energy and energy efficiency. The increased need for energy is one of the factors driving up energy costs. Reducing the demand for energy through energy efficiency initiatives is one positive way for consumers to lower their utility bills. Over 7,000 consumers in Ohio attended the presentations that were held in 75 Ohio cities.

New educational materials

OCC produced more than 20 new fact sheets to help consumers gain a better understanding about new electric rate plans, energy efficiency options, renewable energy, consumer fraud, and much more. A sampling of the new fact sheets include:

Electric

To familiarize utility customers with electric rate changes beginning in 2006, the OCC prepared a fact sheet that detailed all the charges – both new and old – that would appear on customers’ bills as a result of the rate stabilization plans. All of the charges were defined and explained, and the amounts customers would pay monthly were included as well.

Energy Efficiency

The OCC provided consumers with information about how to winterize their homes and some summer cooling tips. The OCC also introduced consumers to demand side management programs. These programs can help consumers control when and how they use their energy, creating an energy supply that is cheaper and more reliable.

Renewable Energy

With the rise in energy prices and the growing concern for a cleaner environment, consumers are becoming more aware of renewable energy technologies. State governments also have begun to take the initiative to mandate utility companies to include renewable energy as part of their energy resources. As a result, the OCC wanted to make sure consumers learned more about renewable energy and developed information about solar, wind,
biomass and hydroelectricity.

Consumer Protection

The OCC developed information to help consumers protect themselves against telephone fraud and identity theft.

www.pickocc.org

Using the OCC website, consumers had access to information on a multitude of topics and were invited to participate in the advocacy process. New additions and improvements to the OCC website in 2006 included the following:

30 year anniversary

• 30th Anniversary Listings for Tour of Ohio – Summarized the events of Consumers’ Counsel Janine Migden-Ostrander’s tour throughout Ohio as she addressed residential consumers. She spoke about critical issues that the OCC and consumers have faced from 1976 through the present.

• Historical Journal – Chronicled the history of the OCC through vignettes of past accomplishments and certain milestones achieved along the way.

• Summary of Consumer Benefits – Listed some of the primary benefits the OCC gained for residential consumers throughout its 30-year history.

Smart energy

The Smart Energy section was created to serve as a one-stop-shop for information about demand-side management, conservation, energy efficiency and alternative energy generation. Also included in this area of the website is OCC’s statewide energy proposal which outlines a plan that would provide Ohio with an affordable and environmentally sound energy future.

Energy efficient home

The Smart Energy House is a new, web tool created to help consumers maximize the energy efficiency of their household. By inputting basic information about a consumer’s home, the website automatically displays helpful energy tips and calculates average costs associated with running common appliances.

Publications

The website also offered an ever-growing collection of over 100 fact sheets on a variety of utility topics that were updated regularly.

OCC Facts at a Glance

• Visited 205 Ohio cities and 69 Ohio counties.

• Conducted 467 site visits with organizations and agencies.

• Provided 587 presentations to organizations and agencies.

• Participated in 153 shows, fairs, listener lunches and breakfast breaks.

• Met with over 53,000 consumers.

• Distributed over 343,000 educational materials to consumers and consumer groups including fact sheets, the Consumer Assistance Handbook and Stay Connected video.

• Signed up 9,000 new subscribers to receive the Consumers’ Corner newsletter; 91,000 consumers now subscribe to the free bi-monthly newsletter.

 

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