In the latest installment in the saga over customer engagement failures and smart-meter backlash, the following statement from California Public Utilities Commission (CPUC) President Michael Peevey arrived in Fortnightly’s inbox last night , along with a link to a video recording of Peevey’s statement:

>>>

Commissioners and members of the public, I recognize that we once again have a large number of speakers who want to address the Commission on the subject of smart meters and their concerns about wireless radio frequency emissions from these devices.

Before hearing from this morning’s speakers, I would like to say a word about the subject.  I think what I have to say might calm some of the emotion around this issue.

First, I want to make an observation:  Virtually every speaker who has addressed this subject has been a PG&E customer.  We have not had complaints about radio frequency emissions or other concerns about smart meters from customers of other utilities in California.  For example, PG&E’s neighboring utility in Sacramento - the Sacramento Municipal Utility District - has not had any sort of customer complaints of the kind we’ve been hearing from PG&E customers.  Nor have the southern California utilities.

Nonetheless, given the continued strong interest in this issue in parts of Northern California, I have spoken directly with PG&E’s president and asked him to bring to this Commission a proposal or a series of proposals that will allow customers with an aversion to wireless devices the option of being metered without the use of wireless technology.

In other words, I am directing PG&E to prepare a proposal for our consideration that will allow some form of opt-out for customers who object to these devices at reasonable cost, to be paid by the customers who choose to opt-out. I’ve asked to have it within two weeks.

Obviously, I cannot prejudge how this Commission will evaluate any such proposal by PG&E, nor can I predict what PG&E itself will propose.  But I think it’s clear the time has come for some kind of movement in the direction of customer opt-outs.

Thank you.

>>>END<<<

Posted: March 11th, 2011 under Current News, Smart metering, customer engagement, dynamic pricing, regulation, smart grid.
Comments: none

In report to CPUC, Structure Group deems meters OK, but criticizes utility for poor communication

Weekly Update Courtesy of Utility Regulatory News #3988: Reviewing the results of a report it had commissioned after fielding more than 1,300 customer complaints about smart meters and associated high bills, the California Public Utilities Commission has concluded that the meters, as well as their related software and billing systems, were operating within industry norms and were accurate within approved standards.

The subject meters had been deployed by Pacific Gas & Electric Co. (PG&E) in the San Joaquin Valley area, with complaints about high bills ensuing  almost immediately upon their installation. In response to such inquiries, the commission had enlisted the services of The Structure Group (TSG) to evaluate and analyze the new advanced metering devices. After conducting laboratory tests, field tests, and end-to-end system tests, TSG found no problems with the meters and their connected systems. According to the TSG report, the metering devices were working properly and customer billings reflected the data collected from the meters. However, the audit team faulted PG&E for its initial response to consumer complaints, finding that its action in cancelling numerous bills, then rebilling customers without explanation, caused unnecessary confusion.

The utility also was criticized for failing to adequately communicate with and educate its customers about the new meters prior to rolling them out. A lack of appropriate communication protocols was also cited as being behind customer complaints of unsatisfactory service and delayed responses to their complaints. The audit disclosed that it took PG&E an average of 4.5 months to resolve smart meter-related billing disputes. For the full story, subscribe to URN.

Posted: October 8th, 2010 under Current News, Smart metering, Uncategorized, customer engagement, dynamic pricing, smart grid.
Comments: none