Report 2014-120 Recommendation 5 Responses

Report 2014-120: California Public Utilities Commission: It Needs to Improve the Quality of Its Consumer Complaint Data and the Controls Over Its Information Systems (Release Date: April 2015)

Recommendation #5 To: Public Utilities Commission

To ensure that policy makers, enforcement officials, and the general public have access to accurate consumer complaint data in CIMS, the branch should update by June 30, 2015, its guidance for categorizing complaints to better integrate with the BRM. For example, the guidance should specify that nonjurisdictional complaints should be classified as such.

6-Month Agency Response

With assistance of CPUC Legal Division, branch revised the Non-Jurisdictional Job Aid and consumer assistance letters. Branch also revised the BRM coding guides and integrated into training materials. Branch delivered training to all staff, using revised materials, on the following: general coding, non-jurisdictional coding, and VoIP coding.

California State Auditor's Assessment of 6-Month Status: Fully Implemented

60-Day Agency Response

Branch has initiated review of the Non-Jurisdictional Job Aid including engaging the Legal Division for guidance. Guidance will be updated by June 30, 2015. Guidance will be integrated into general coding training on or before September 30, 2015.

California State Auditor's Assessment of 60-Day Status: Pending

All Recommendations in 2014-120

Agency responses received are posted verbatim.