Most serious, CPA Executive Director Bardacke told board members July 18, were calls from customers for whom “this was their first introduction to the fact they were CPA customers,” because they had not been monitoring notices or previous statements. CPA didn’t know if it was a “one off” problem or something systematic.Ĭustomers who called swallowed hard as they psyched up for a round of institutional shuffling among call centers, this time between SCE and CPA while representatives were in the dark about what was happening or what to tell callers. Where billing is concerned, it promised, CPA “strives to keep it simple.” You’d get a monthly statement from Edison showing: 1) Edison’s charges for delivering electricity, and 2) CPA’s charges for the energy itself.īut before May was out, the Alliance began receiving complaints from customers about delayed bills or bills with missing data, such as the SCE charges. The successful expansion was the result of months, even years, of work, a detailed implementation plan and a marketing strategy that promised choices for a range of better-priced, cleaner renewable energy products. The infant customer choice aggregator (CCA) was establishing itself as a major presence in Southern California’s utility industry, commencing service to–and hoping to make a good first impression on–nearly 900,000 former residential customers of Southern California Edison. The first half of the year was an exciting time for the Clean Power Alliance. PHOTO: Eric Fabbro | News | Councilmember Diana Mahmud, CPA Chair
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