The Public Utility Commission this week voted unanimously to adopt a new policy statement to help water utilities further enhance service for their customers, including communications during unscheduled service interruptions, new methods to provide timely notice to the public and the availability of alternative water supplies during an outage.

“Today’s action is aimed at providing further benefits to water service ratepayers,” said Commission Chairman Wendell F. Holland. “It’s about protecting public health and safety, and making sure utilities provide the best water service possible using the latest communications technology available.”

The policy statement -- adopted after soliciting input from consumer advocates and water utilities -- advises water utilities of acceptable methods of public notification during unscheduled service interruptions, or situations that impact health and safety of water consumers such as “boil water” or “do not consume” orders.

It also encourages use of new technology to more readily deliver critical information to the public, the media and direct customer contacts, such as schools, health-care facilities and restaurants, closer to real time. Acceptable communication methods include taking advantage of the latest technology such as using automated dialer system notifications to affected ratepayers’ landline or cellular telephones; sending email and text messages to affected ratepayers who have opted to receive such notifications; and utilizing websites.

The policy statement also highlights other types of acceptable communications with consumers, as well as sending fax and/or email notification to local radio and TV stations, cable systems and newspapers.

The policy statement also addresses the importance of making reasonable efforts to ensure adequate quantities of alternative supplies of water are made available in pre-determined, conspicuous and sufficient locations in the affected area.

When there is an unscheduled service interruption involving the quality of water, water utilities should follow Department of Environmental Protection public notification requirements. Timely notification of customers in other incidents affecting the quantity or quality of water, such as water in short supply, discolored or sediment-laden, is recommended.

11/10/2006