NOTICE DATE: August 14,
2008
NOTICE TYPE: R-A081408-01
– Informational: Customer Care Enrollment
and Cancellation Process Modifications
CLASSIFICATION: Public
SHORT DESCRIPTION: Changes in
the Customer Care Process 2008
INTENDED AUDIENCE: CRs
and TDSPs
DAY AFFECTED:
August 14, 2008
LONG DESCRIPTION: Several
modifications to the Customer Care Enrollment and Cancellation Process managed
by ERCOT have been made. Below is a recap of the changes.
PRR759,
approved by the ERCOT Board on July 15, 2008 was implemented effective August
1, 2008. This action eliminated the move-in postcard sent to end-use
customers.
ERCOT
Customer Switch Notifications using the revised language approved by the Public
Utility Commission of Texas were put into production effective August 1, 2008. A
message on the front of the Switch Notification mailer advising the recipient that
“Important
In
addition to the language revision to the Switch Notifications, the PUCT also
requested ERCOT to explore changes to the cancellation website and call center
scripts. The changes explained below were implemented by ERCOT as a
result of the PUCT request:
A
link on the cancellation website to allow a complaint to be filed with the PUCT
was added. This change was implemented on July 22, 2008.
Instructions
were added to call center scripts to provide appropriate contact
CONTACT: If you have
any questions, please contact your ERCOT Account Manager. You may also call the
general ERCOT Client Services phone number at (512) 248-3900 or contact ERCOT Client
Services via e-mail at [log in to unmask].
If you are receiving e-mail from an ERCOT distribution
list that you no longer wish to receive, please follow this link in order to
unsubscribe from this list: http://lists.ercot.com.
DP/DH