56-592 - Consumer education and marketing practices.
§ 56-592. Consumer education and marketing practices.
A. The Commission shall develop an electric energy consumer education programdesigned to provide the following information to retail customers:
1. Information regarding energy conservation, energy efficiency, demand-sidemanagement, demand response, and renewable energy;
2. Information concerning demand-side management and demand response programsoffered in the Commonwealth to retail customers;
3. Information regarding the matters described in subdivisions 1 and 2 thatare specifically designed for the industrial, commercial, residential, andgovernment sectors; and
4. Such other information as the Commission may deem necessary andappropriate in the public interest.
B. The Commission shall complete the development of the consumer educationprogram described in subsection A, and report its findings andrecommendations to the Commission on Electric Utility Regulation asfrequently as may be required by such Commission concerning:
1. The scope of such recommended program consistent with the requirements ofsubsection A;
2. Materials and media required to effectuate any such program;
3. State agency and nongovernmental entity participation;
4. Program duration;
5. Funding requirements and mechanisms for any such program; and
6. Such other findings and recommendations the Commission deems appropriatein the public interest.
C. The Commission shall develop regulations governing marketing practices bypublic service companies, licensed suppliers, aggregators or any otherproviders of services made competitive by this chapter, including regulationsto prevent unauthorized switching of suppliers, unauthorized charges, andimproper solicitation activities. The Commission shall also establishstandards for marketing information to be furnished by licensed suppliers,aggregators or any other providers of services made competitive by thischapter, which information shall include standards concerning:
1. Pricing and other key contract terms and conditions;
2. To the extent feasible, fuel mix and emissions data on at least anannualized basis;
3. Customer's rights of cancellation following execution of any contract;
4. Toll-free telephone number for customer assistance; and
5. Such other and further marketing information as the Commission may deemnecessary and appropriate in the public interest.
D. The Commission shall also establish standards for billing information tobe furnished by public service companies, suppliers, aggregators or any otherproviders of services made competitive by this chapter. Such billinginformation standards shall require that billing formation:
1. Distinguishes between charges for regulated services and unregulatedservices;
2. Is presented in a format that complies with standards to be established bythe Commission;
3. Discloses, to the extent feasible, fuel mix and emissions data on at leastan annualized basis; and
4. Includes such other billing information as the Commission deems necessaryand appropriate in the public interest.
E. The Commission shall establish or maintain a complaint bureau for thepurpose of receiving, reviewing and investigating complaints by retailcustomers against public service companies, licensed suppliers, aggregatorsand other providers of any services made competitive under this chapter. Uponthe request of any interested person or the Attorney General, or upon its ownmotion, the Commission shall be authorized to inquire into possibleviolations of this chapter and to enjoin or punish any violations thereofpursuant to its authority under this chapter, this title, and under Title12.1. The Attorney General shall have a right to participate in suchproceedings consistent with the Commission's Rules of Practice and Procedure.
F. The Commission shall establish reasonable limits on customer securitydeposits required by public service companies, suppliers, aggregators or anyother persons providing competitive services pursuant to this chapter.
(1999, c. 411; 2003, c. 885; 2008, c. 883.)