NASUCA Consumer Education and
Outreach Panel
November 13, 2012
Sheri Givens
Public Counsel
Statute & Annual Meeting
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Sec. 13.061. PUBLIC INTEREST
INFORMATION. The office shall
prepare information of public
interest describing the functions of
the office. The office shall make the
information available to the public
and appropriate state agencies.
Sec. 13.064. PUBLIC HEARING.
(a) The office annually shall
conduct a public hearing to assist
the office in developing a plan of
priorities and to give the public,
including residential and small
commercial consumers, an
opportunity to comment on the
office's functions and effectiveness.
• Annual meetings typically in
competitive electric areas.
• Location changes each year.
• Need for education on the electric
choice market is a continual trend.
• Questions and comments from
attendees help set the agency’s
annual priorities and identify
areas of concern or new issues.
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Texas Competitive Electric Market Areas
Territories
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Consumer Alerts
• “Consumer Alert” emails:
– Provide market information in plain language.
– Reach consumers quickly on emergency issues or
time-sensitive consumer rebates.
• Duplicate information on Facebook and Twitter.
Consumer has choice on how the agency interacts
with them.
• Example: Texas experienced rotating outages in
February 2011. OPUC was the only agency
issuing consumer alerts to let the public know
what was happening and why.
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E-Newsletters
• Since summer 2010, OPUC has published quarterly
e-newsletters.
• No cost because it’s electronic and consumers can sign up to
receive through agency website.
• Letter from the Public Counsel on consumer issues or new OPUC activity.
• Relevant consumer information includes:
– Tips for containing electricity costs.
– Advice on shopping for lower electric rates and navigating the market.
– OPUC bill savings for ratepayers in different areas of the state, both
regulated and competitive.
– Consumer protection “wins” or issues.
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Town Halls
RETAIL ELECTRIC PROVIDER (REP) COMPARISON SHEET
• Target competitive areas of the
Current REP
Product A
Product B
state and presentations can be
1. Name of Retail
tailored to any choice area.
Electric Provider (REP)
Your typical
• Provide area-specific information 2.monthly
usage (kWh)
Rate per kWh
on shopping the market, utility 3.(current
or proposed)
4.
Bill
amount
assistance and energy efficiency. usage x rate) (kWh
Rate type (fixed,
• Discuss how the Texas market 5.variable,
indexed)
6.
Contract
term, if
works in general and what
applicable? (i.e. 3
6 month, 12
customers should look for when month,
month)
7. If rate is fixed or
evaluating different plans and
indexed, is there an
early termination fee?
products.
Amount?
Deposit required?
• Review customer electric bills, 8.Amount?
9. Minimum usage
provide advice, help them
fee? Amount?
If yes, what kWh
understand their bill, and answer a.threshold
triggers it?
(i.e. 500, 650, 800,
questions.
1000)
Product C
10. Score on REP
Complaint Scorecard?
REP Complaints
statistics?
11. Other important
information?
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Populations In Need
• Seniors have more trouble
navigating the competitive market
and are more vulnerable to
misinformation.
• Targeted events at Senior Centers
to better reach this demographic.
• Partner with the Silver-Haired
Legislature to get information to
seniors and keep up-to-date on
seniors’ concerns.
• Monthly stakeholder meetings,
including AARP, advocates for
low-income Texans and interfaith
groups.
• Military population in Texas is
significant.
• Many are young and new to
Texas.
• Issues regarding deployments.
• Misinformation on providers
available in the market.
• Present at family financial fitness
workshops, Family Readiness
Group meetings, and Yellow
Ribbon deployment events.
• Base-specific e-newsletters.
• Military Resources section on
website.
• Coordinate with Association of
the United States Army (AUSA).
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Partnerships
Use existing networks to reach your constituents:
• Start with statewide associations.
– Examples: Texas Association of Business, Texas
Association of Realtors, Texas Association of Builders,
Texas Apartment Association, AARP, National Federation
of Independent Business, etc.
• Partner with legislators in their areas. They want to
serve their constituents and assist their citizens on these
issues.
• Work with social service organizations in the
community.
– Examples: Rotary Clubs, Lions Clubs, Kiwanis, Optimists,
etc.
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What We’ve Learned
What Works:
• Simple language that relates to
every day life.
• Cost savings in real monthly
dollar terms.
• Tips on easy changes to reduce
costs.
• Easy-to-follow steps.
• Partnerships with locally-based
groups who can assist in event
planning and promotion.
What Doesn’t Work:
• Technical explanations and
industry detail.
• Events without a local
partnership of some type.
• General issues of reliability
that don’t show an
immediate effect on the
home.
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