BILL ANALYSIS                                                                                                                                                                                                    



                                                          SB 531
                                                          Page  1

Date of Hearing:   June 21, 1999

          ASSEMBLY COMMITTEE ON UTILITIES AND COMMERCE 
                     Roderick Wright, Chair
           SB 531 (Baca) - As Amended:  June 17, 1999

  SENATE VOTE  :   39-0
  
SUBJECT  :   Public Utilities Commission:  Informal Complaints:   
Internet.

  SUMMARY  :   This bill establishes rules and procedures for  
submitting informal complaints electronically before the  
California Public Utilities Commission (CPUC).  Specifically,  
  this bill  :  

1)Requires CPUC to establish procedures to permit the submission  
  of informal complaints through electronic means on or before  
  July 1, 2000.

2)Requires that on or before July 1, 20021 CPUC provide the  
  means by which consumers may submit informal complaints  
  through electronic means.

3)Clarifies that electronic means includes but is not limited to  
  e-mail or the Internet or both.  

4)Requires CPUC to forward any complaints received by electronic  
  means to the entity named in the complaint.

5)Permits submission of informal complaints by electronic means  
  only for complaints that do not exceed the jurisdictional  
  limit of a the small claim court as specified in the Code of  
  Civil Procedure and once the CPUC has addressed any  
  impediments to the electronic systems.  

6)Requires CPUC to include a notice on its Internet website of  
  the availability to submit informal complaints electronically.

7)Requires CPUC to make available an industry specific on-line  
  complaint form that is relevant for the purposes of resolving  
  a dispute.

  EXISTING LAW  requires CPUC to publish specified information on  
its Internet website.  








                                                          SB 531
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Requires the information published on the website includes, but  
is not limited to decisions and resolutions, general orders,  
Commissions Rules of Practice and Procedure, and rulings in  
proceedings.  

  FISCAL EFFECT  :   Unknown

  COMMENTS  :   The author has introduced this bill to streamline  
and simplify the informal complaint process for small business  
and residential customers in those cases where the monetary  
value at issue does not exceed $5,000.  According to the author  
"electronic filing is the right approach . . .it is parallel to  
the Public Utilities Commission's 1999-2000 business plan for  
increased internet use."  Additionally, SB 779 (Calderon)  
Chapter 886, Statutes of 1998 mandated CPUC to specified  
material available over its website.  The author believes this  
bill will enable consumers to use the website to save time and  
resources in submitting complaints since there are only two  
major locations in California to submit a complaint in person.    


This bill applies only to informal complaints, which are  
currently handled with a CPUC staffperson serving as an  
intermediary.  Currently, consumer complaints are received over  
the telephone and CPUC staff prepares a written confirmation to  
the consumer and the company that is the subject of the  
complaint.  Instituting this informal complaint process will  
enable the consumer to file complaints without CPUC staff  
resources and may thus result in savings to the agency.

  REGISTERED SUPPORT / OPPOSITION  :

  Support  

GTE California (sponsor)
California Alliance for Consumer Protection
Office of Ratepayer Advocates
California State Council of Laborers

  Opposition  

None on file

  Analysis Prepared by  :    Carolyn Veal-Hunter / U. & C. / (916)  








                                                          SB 531
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319-2083