Attachment_E_-_Process_Flows-To-Be.pptx

CIT To-Be Flows 8/30/2025

Receive call New Phone Contact CAR Phone Processes Return Phone Contact End call New Written Complaint Supplements Written Complaint (Case) Processes Create Case

Receive Call Answer incoming call Enter search criteria–name, address, phone # Select Consumer, Data auto-populates

New Consumer New Phone Contact Yes No Search for existing complaint Yes No Return Phone Contact End Call Enter add’l notes

System Action Non-System Action Click Save and then click Exit.

“Is this a new case?” Consumer states call reason

New Case

2 min Transpired Yes No Complete Call Enter notes

Notes Complete Yes No

New Phone Contact Select case type Enter call notes, advice & description Select utility type & utility name.

Open call-specific resource Enter phone, email, etc

Transfer To Util Yes No Transfer to Utility Code the call Enter call disposition System Action Non-System Action

End call Label call as closed. Closed date auto-populated Enter & validate address

Return Phone Contact Select most recent relevant contact

Satisfied w/Disp Yes No Review previous disposition Recommend Written Complaint End call

Not found No Yes New Phone Contact Contact is incremented Written complaints Cases Phone complaints phone contacts

Phone contacts cannot be turned into or linked to cases.

Confirm same contact, address, issue, and utility

Different Year

New Written Complaint (Case) Consumer Intake

SSA

Utility Walk in, fax or postal

Jurisdi ctional No Yes Receive Case Response from Utility

AGPA

Review Case Assign Case Choose assigned case Consumer Notified Receive Notification Process Case Update case information Process Case Web portal Email Create Case Create Case

Web Entry Yes Send Acknowledge Letter Receive Acknowledge Letter

Create Case (CAB) Code case and subcategory – as unknown Identify utility Add Details Save Case Start New Case Review case Form letter via email, fax or postal

Valid No Yes

Payment No

Impound

Supplements Consumer

AGPA

SSA

Utility Receive supplement Receive supplement Add supplement to Case Receive notification of supplement

Notify Utility No Yes Review supplement Add notes as necessary Walk in, fax or postal Email Intake Receive supplement Add supplement to Case Web Portal

Submit Case Submit Case Login to Account Submit Portal Case(s) Create Account Track Case(s) Submit Supplements

Case History View Case List View Case Consumer Portal Dashboard

Submit Portal Case Choose Complaint Type Review Complaint Descriptions Select New Case Click Start Complaint Review Utility contact options Select utility Fill out complaint description Fill out demographic data Describe “where you heard” Add files Click Submit Complaint New Written Complaint (Web Portal)

Consumer Notified for Web Entry Letter generated

Response Sufficient Yes No Consumer

CPUC SSA

Letter reviewed and posted View Letter

Appeal Yes No Submit Case Notification Sent Notification received Login to account Download

If old case is older than 90 days then start new case, otherwise they can reopen the original case as an appeal. – may need to add additional requirement.

Response depends on how the case was submitted. Manually (Email or postal) or automatic (web).

Utility Complaint Management Type in case number Click on case Login Download files Review complaint Attach files Select resolution from list Respond to complaint Submit back to CPUC View case list Utility

CPUC SSA

Review Utility response

Response Sufficient Yes No Close Case Complaint removed Consumer Notified Hit Green button to acknowledge receipt

> 24 hrs Yes

< 30 days Closed Yes

Supplemental Informal Complaint (SIC)