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TEAM AND CHANGES Help Educate and Assist Consumers

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The CPUC has two programs that provide education and complaint resolution in telecommunications and energy related matters to consumers with a focus on those who are not proficient in English. The programs are Telecommunications Education and Assistance in Multiple-languages (TEAM) and Community Help and Awareness of Natural Gas and Electric Services (CHANGES).

 

Telecommunications Education and Assistance in Multiple-languages (TEAM)

TEAM provides services to Limited English Proficient (LEP) consumers with telecommunications issues by focusing on three service components: 1) consumer education, 2) complaint resolution, and 3) program outreach. Assistance is provided statewide through community based organizations (CBOs) that work with LEP consumers in their preferred language and with cultural sensitivity.

 

The program was developed to address consumer issues identified in the CPUC’s limited English proficiency decision, which emerged from the CPUC’s Telecommunications Consumer Protection Initiative.

 

The current TEAM program started in June 2016, and is administered by 27 CBOs serving LEP customers throughout the state.

 

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

Following the introduction of the TEAM program, a similar initiative was rolled out to support LEP consumers who need help with energy issues. The CHANGES program provides consumer education and complaint resolution (between the consumer and their investor-owned utility). Similar to TEAM, CHANGES services are provided statewide through a network of CBOs.

 

CHANGES was a pilot program but, following an evaluation, the CPUC authorized it as an ongoing program on December 15, 2015. CHANGES uses the same 27 CBOs as in the TEAM program, which allows consumers a one-stop shop for education and assistance on telecommunications and energy services.

 

More information TEAM and CHANGES is on our website.

 

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