Report 2014-120 Recommendation 2 Responses

Report 2014-120: California Public Utilities Commission: It Needs to Improve the Quality of Its Consumer Complaint Data and the Controls Over Its Information Systems (Release Date: April 2015)

Recommendation #2 To: Public Utilities Commission

To ensure that policy makers, enforcement officials, and the general public have access to accurate consumer complaint data in CIMS, the branch should update and provide further training to its staff on properly classifying complaints by September 30, 2015.

6-Month Agency Response

Revised all training materials related to coding and classification of complaints. Provided training for all branch staff using revised materials including guides on: general coding, non-jurisdictional coding and VoIP coding.

• Completion Date: October 2015
• Response Date: October 2015

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

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60-Day Agency Response

Branch is in process of reviewing and refreshing all training materials related to coding and classification of complaints.

• Estimated Completion Date: September 30, 2015
• Response Date: June 2015

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

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All Recommendations in 2014-120

Agency responses received are posted verbatim.