PENNSYLVANIA PUBLIC UTILITY COMMISSION Consumer Information Initiative for Common Carriers; Doc. No. M-00021598 [32 Pa.B. 1152] Public Meeting held
February 7, 2002Commissioners Present: Glen R. Thomas, Chairperson; Robert K. Bloom, Vice Chairperson; Kim Pizzingrilli, Abstaining; Aaron Wilson, Jr.; Terrance J. Fitzpatrick
Tentative Order By the Commission:
Pursuant to section 1501 of the Public Utility Code, 66 Pa.C.S. § 1501, every public utility shall furnish and maintain adequate, efficient, safe and reasonable service and facilities. Such service and facilities shall be in conformity with the regulations and orders of the Commission. Every public utility shall observe, obey and comply with the Commission's regulations and orders. 66 Pa.C.S. § 501.
As an aid to the public and to help ensure compliance with our rules and regulations, we required Medallion taxicabs to display a Bill of Rights in their vehicles. Medallion Program; Taxicab Patron's Bill of Rights, Docket No. M-00001350 (Order entered April 27, 2000.) Further, we have mandated all non-medallion taxicabs display a Complaint Decal in their vehicles. Call or Demand Service; Complaint Decals, Docket No. M-00011476 (Order entered September 28, 2001.) Both of these initiatives have been successful in educating the public about their rights and the Commission's role in the regulation of the taxi industry.
At this point, we propose expanding the consumer education initiative beyond the taxicab industry. We propose requiring all other classes of carriers, with the exception of property carriers1 , to provide the consumer with relevant information regarding service complaints. Given the wide variety of carrier classes, we do not believe that there is a 'one size fits all' notification solution. Rather, we believe that some carrier classes should post complaint decals, others should include complaint information on documentation provided to the shipper, and other carriers should be given a choice of how to provide the information. Therefore, we propose the following notice requirements.
Household Goods In Use Service
Pursuant to 52 Pa. Code § 31.121, household goods in use carriers are required to provide the consumer with an 'Information for Shippers' form prior to preparation of a service order. The 'Information for Shippers' form details various rights and responsibilities of the shipper and the carrier. We believe that adding the following complaint information to this form is appropriate:
For complaints and information, contact the PA Public Utility Commission at 1-800-782-1100 or at www.puc.paonline.com. Include the company name and A-number for all complaints.
This language would appear at the bottom of the 'Information for Shippers' form.
Scheduled Route Service; Group and Party Service; Airport Transfer Service; Paratransit Service
The Commission proposes posting of a complaint decal in a conspicuous location inside the vehicle for these service classes. A sample decal follows and marked Appendix 'A'.
Limousine Service
The Commission proposes three options for carriers to choose from:
1. Post a complaint decal inside the vehicle. See Appendix 'A' for format.
2. Provide the following notice on the contract for service:
For complaints and information, contact the PA Public Utility Commission at 1-800-782-1100 or at www.puc.paonline.com. Include the company name and A-number for all complaints.
3. Provide the following notice on the receipt for service:
For complaints and information, contact the PA Public Utility Commission at 1-800-782-1100 or at www.puc.paonline.com. Include the company name and A-number for all complaints.
For options two and three, it is incumbent upon the carrier to provide it's A-number to the consumer on either the contract for service or the receipt for service.
Costs associated with the notice requirements will be borne by the industries. Complaint decals will be provided by the Commission for a nominal cost, consistent with the cost of production.2
We believe that the proposed notice requirements are designed to provide the public with sufficient notice without being unduly burdensome to the industries. We believe that providing consumer notice will aid the public and enhance transportation service.
Therefore, It Is Ordered That:
1. This Tentative Order shall be entered.
2. A copy of this Order shall be published in the Pennsylvania Bulletin.
3. An original and nine copies of any comments are to be filed and received by the Commission within 30 days of publication. Comments shall be filed with Secretary James McNulty, Pennsylvania Public Utility Commission, P. O. Box 3265, Harrisburg, PA 17105-3265. All Comments must note the caption and docket number of this proceeding. The contact person is John Herzog, Bureau of Transportation and Safety, (717) 783-3714.
JAMES J. MCNULTY,
SecretaryAppendix A For Complaints and Information
Contact the PA Public Utility Commission
http://puc.paonline.com or 1-800-782-1110Include the Company Name & A-Number For All Complaints
This Company's A-Number Is
[Pa.B. Doc. No. 02-323. Filed for public inspection February 22, 2002, 9:00 a.m.] _______
1 We believe that in the property area, the consumer/shipper is already familiar with its options to pursue a complaint against a carrier.
2 The current cost estimate is $2 to $3 per decal.
