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 information about changes to your electric services provider” was also added to the notification.  Market Notice R-A080501-01 was sent to explain the change.  A copy of the language on the revised notification is attached for your reference. 

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 information to file a complaint with the PUCT when using the Automated, Voice Response and Live Agent services.  The changes were implemented on August 11, 2008.

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].

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DP/DH