To ensure that policy makers, enforcement officials, and the general public have access to accurate consumer complaint data in CIMS, the branch should update by June 30, 2015, its guidance for categorizing complaints to better integrate with the BRM. For example, the guidance should specify that nonjurisdictional complaints should be classified as such.
With assistance of CPUC Legal Division, branch revised the Non-Jurisdictional Job Aid and consumer assistance letters. Branch also revised the BRM coding guides and integrated into training materials. Branch delivered training to all staff, using revised materials, on the following: general coding, non-jurisdictional coding, and VoIP coding.
Branch has initiated review of the Non-Jurisdictional Job Aid including engaging the Legal Division for guidance. Guidance will be updated by June 30, 2015. Guidance will be integrated into general coding training on or before September 30, 2015.
Agency responses received are posted verbatim.