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.

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.

  • Response Type†: 6-Month
  • Completion Date: October 2015
  • Response Date: October 2015

California State Auditor's Assessment of Status: Fully Implemented


Agency Response*

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

  • Response Type†: 60-Day
  • Estimated Completion Date: September 30, 2015
  • Response Date: June 2015

California State Auditor's Assessment of Status: Pending


All Recommendations in 2014-120

†Response Type refers to the interval in which the auditee is providing the State Auditor with their status in implementing recommendations made in an audit report. Auditees must submit a response regarding their progress in implementing recommendations from our reports at three intervals from the release of the report: 60 days, six months, and one year or subsequent to one year.

*Agency responses received after June 2013 are posted verbatim.


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