Report 2013-130 Recommendation 1 Responses

Report 2013-130: California Public Utilities Commission: It Fails to Adequately Ensure Consumers' Transportation Safety and Does Not Appropriately Collect and Spend Fees From Passenger Carriers (Release Date: June 2014)

Recommendation #1 To: Public Utilities Commission

To ensure carrier and public safety, the commission should ensure that the branch develops policies and procedures for receiving complaints and investigating passenger carriers by December 31, 2014. These policies and procedures should ensure that all complaints are entered into the complaints database.

6-Month Agency Response

(a) TEB developed complaint resolution guidelines for the Enforcement Intake Unit to improve consistency and work flow, and to clarify responsibilities. TEB also updated data entry fields and guidelines in its Case Management System. (b) TEB identified information gaps and outdated material in its existing investigative guidelines, and corrected those deficiencies. Guidelines will be easily accessible to staff online. And finally, TEB will review and update the guidelines at least annually, by January 1, to reflect newly-effective legislation and CPUC policy decisions.

Status: Package of comprehensive guidelines under management review.

  • Estimated Completion Date: December 31, 2014
  • Response Date: December 2014

California State Auditor's Assessment of 6-Month Status: Fully Implemented

The commission provided its Transportation Enforcement Branch guidelines on December 31, 2014. The guidelines included policies and procedures for receiving complaints and investigating passenger carriers. They also include a policy to ensure that all complaints are entered into the complaint database.


60-Day Agency Response

(a) TEB developed complaint procedures for the Enforcement Intake Unit to improve consistency and work flow, and to clarify responsibilities. TEB is also updating data entry fields and procedures in its Case Management System. (b) TEB identified information gaps and outdated material in its existing investigative procedures, and is correcting those deficiencies. New procedures will be reformatted to enhance online viewing and improve staff accessibility. And finally, TEB is developing a new business process to routinize annual review and track modifications.

  • Estimated Completion Date: December 2014, and ongoing
  • Response Date: August 2014

California State Auditor's Assessment of 60-Day Status: Pending


All Recommendations in 2013-130

Agency responses received are posted verbatim.


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