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Texas PUC Asks Retail Providers To Provide Information On Beryl Customer Communications
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As part of an investigation of utility responses to Hurricane Beryl and the May 2024 derecho event, the Deputy Executive Director of the Texas PUC has requested that retail electric providers, on a voluntary basis, provide information on their communications to customers, among other information
"While encouraged, your participation in this investigation is purely voluntary," the PUC's Deputy Executive Director said in a letter to REPs
While 12 specific questions were directed to REPs, the PUC's Deputy Executive Director stated that, "any relevant information you can provide is greatly appreciated and will assist the Commission with this important examination."
If a REP wishes to respond to one or some of the questions, it is not obligated to respond to all of the questions, the PUC's Deputy Executive Director said
In addition to questions about REP communications to customers, the RFIs ask REPs about their provision of customer contact information to the TDUs -- a topic currently drawing PUC attention
The questions directed to REPs are as follows:
REP 1-1 - Please detail the extent and duration of outages experienced by your customers during and in the aftermath of Hurricane Beryl. If known, please include the total number of customers impacted, minimum and maximum hours of service interruptions, average hours of service interruptions, and average time to service restoration.
REP 1-2 - Please detail and provide any supporting data on the extent and duration of outages experienced by your customers during and in the aftermath of the May 2024 Derecho event. If known, please include the total number of customers impacted, minimum and maximum hours of service interruptions, average hours of service interruptions, and average time to service restoration.
REP 1-3 - Which geographic areas were most affected by any outages experienced by your customers due to the May 2024 Derecho and Hurricane Beryl, and what factors do you think contributed to these areas being particularly vulnerable? Please provide neighborhood names, city names, zip codes, and county names, where known.
REP 1-4 - Please describe how you communicated with your customers before, during, and after Hurricane Beryl regarding service disruptions and restoration efforts. If you have any representative examples of these communications, please attach them to your response.
REP 1-5 - Please describe how you communicated with your customers before, during, and after the May 2024 Derecho event regarding service disruptions and restoration efforts. If you have any representative examples of these communications, please attach them to your response.
REP 1-6 - Please indicate the percentage of your customers that had 'opted-in' to providing their contact information to the customer’s corresponding TDU as of July 8, 2024.
REP 1-7 - Please describe your coordination efforts with local authorities, TDUs, and other relevant entities during and in the aftermath of Hurricane Beryl.
REP 1-8 - Please describe your coordination efforts with local authorities, TDUs, and other relevant entities during and in the aftermath of the May 2024 Derecho event.
REP 1-9 - Please describe feedback you have received from your customers regarding your response to Hurricane Beryl or the May 2024 Derecho event and efforts you are making or will make to address any concerns raised.
REP 1-10 - Please describe the key lessons learned following the May 2024 Derecho event and Hurricane Beryl.
REP 1-11 - Please describe any plans to improve or bolster your response to similar emergency events in the future.
REP 1-12 - Please provide any additional information and describe any concerns that may be helpful to this investigation or may be relevant to the assessment and relief efforts in the aftermath of Hurricane Beryl and the May 2024 Derecho event.
REPs were asked to respond by August 30, 2024.
Project No. 56822
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August 2, 2024
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Reporting by Paul Ring • ring@energychoicematters.com
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