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Factoring Consumer Concerns Into The Public Interest

Factoring Consumer Concerns Into The Public Interest. World Forum on Energy Regulation V Québec City, Québec May 13-16, 2012. Setting the Context. What is the “Public Interest?” “Consumer Concerns” or “Customer Needs” are a part of that (the title could suggest that they aren’t)

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Factoring Consumer Concerns Into The Public Interest

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  1. Factoring Consumer Concerns Into The Public Interest World Forum on Energy Regulation V Québec City, Québec May 13-16, 2012

  2. Setting the Context • What is the “Public Interest?” • “Consumer Concerns” or “Customer Needs” are a part of that (the title could suggest that they aren’t) • Real issue is reconciling or “balancing” the objective of public interest from day-to-day customer needs • This is the task faced by utilities every day

  3. Dealing with it is a long term planning exercise • Regulated energy services provision is, at its core, a long term planning exercise • Four groups of players share responsibility in ensuring a long term supply of reliable, and affordable energy service. • Legislators/Energy Policymakers • Regulators • Shareholders/Utilities • Customers/Public

  4. Key Requirements • Stable Legislative Framework • Results Oriented Regulation • Strong Standards for Utility Energy Service Delivery • Strong Customer Understanding/Public Knowledge of energy service and systems

  5. Stable Legislative Framework • Key Influences • Jurisprudence • Just and reasonable rates, fair and comparable returns. • New energy policies • Emissions targets, renewable fuel use targets • Public opinion & action • NIMBYism is dominate

  6. Results Oriented Regulation • Based on legislation (Utility Act) • Objectives well defined • Flexible • Balances competing interests • Provides oversight • Provides forum for resolving matters in dispute Speaking Note: Discuss Saskatchewan Rate Review Panel here as an example of how to do things right. Needs Understanding and Striving for BalanceAre Key to Effectiveness

  7. Standards of Service Delivery • Based on Industry Best Practice • e.g. Operations • Meets Public Interests • e.g. Safety Expectations • Sets Customer Service Targets • e.g. Choice of Service

  8. Customer Understanding/Public Knowledge • Customer Dialogue Critical Component • Canadian Gas Distribution Companies Relationship with Customer Adds Value • Connection with Public Through Communication Translates to Knowledge Base • Critical to an Effective System

  9. Staying on top of day to day balance is a Shared Responsibility • Legislators • Stability • Regulators • Balance • Shareholder • Safe, Prudent, & Communicate • Customers • Seek Knowledge & Provide Feedback • Calling Before Digging, Report Odors

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