TEAM and CHANGES Programs

Telecommunications Education and Assistance in Multiple-Languages (TEAM) Program

The TEAM (Telecommunications Education and Assistance in Multiple-Languages) program provides services to Limited English Proficient (LEP) consumers with telecommunications issues by focusing on three service components – consumer education, complaint resolution, and program outreach. Assistance is provided statewide through community based organizations that work with LEP consumers in their preferred language and with cultural sensitivity. 

Resources

If you need help understanding your telecommunications services or with a complaint against your phone company, visit a community based organization (CBO) in your area from our CBO Roster.

Check out calphoneinfo.com for helpful brochures and tips!

TEAM Program Reports

TEAM 2015-2016 Annual Report covering May 1, 2015 to April 30, 2016
TEAM 2014-2015 Annual Report covering May 1, 2014 to April 30, 2015
TEAM 2013-2014 Annual Report covering May 1, 2013 to April 30, 2014
TEAM 2012-2013 Annual Report covering September 1, 2012 to April 30, 2013
TEAM 2011-2012 Annual Report covering September 11, 2011 to August 12, 2012
TEAM 2010-2011 Annual Report covering September 1, 2010 to August 31, 2011
TEAM 2009-2010 Annual Report covering February 16, 2009 to August 31, 2010
TEAM 2008-2009 Annual Report covering June 16, 2008 to February 15, 2009
Native Americans in Rural Northern California Phone Survey Report

 

Community Help and Awareness of Natural Gas and Electric Services (CHANGES) Program

 

CPUC's CHANGES (Community Help and Awareness of Natural Gas and Electric Services) program provides services to Limited English Proficient consumers who need help with energy issues. The program provides consumer education and complaint resolution (between the consumer and their investor owned utility). CHANGES was authorized by the CPUC as an ongoing program in Decision 15-12-047, adopted on December 15, 2015. CHANGES uses the same CBOs in the TEAM program, and this allows consumers a "one-stop shop" for education and assistance on telecommunications and energy services.

 

 

CHANGES Program Background

Decision 15-12-047, adopted on December 15, 2015, extended CHANGES as an ongoing program

Decision 14-08-030, adopted on December 14, 2014, extended the pilot program for further review.

Decision 12-12-011, adopted on December 20, 2012, extended the pilot program, and funding for it, to allow time for the CPUC to thoroughly review the program and ultimate funding for it, provided the CPUC decides to accept CHANGES as an ongoing program.

Resolution CSID-005 extended the duration of the CHANGES Pilot, and increased its budget through continued CARE funding.

Resolution CSID-004 authorized the CHANGES pilot program on November 19, 2010. The program was launched in February 2011.

CHANGES Program Reports

 CHANGES Trend Analysis Report for May 1, 2016 – Jan. 31, 2017

 CHANGES Program Annual Report 2015  

 CHANGES Pilot Program 2014 Annual Report covering calendar year 2014

 CHANGES Pilot Program 2013 Annual Report covering calendar year 2013

Evaluation of CHANGES Pilot Program by CPUC's Consumer Service and Information Division

Evaluation of CHANGES Pilot Program by Level 4, an independent evaluator

 

CHANGES Materials


For additional information on the TEAM and CHANGES programs contact Ravinder Mangat, project manager, at RM1@cpuc.ca.gov.


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