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If a resident wants to opt out after the opt -out period (two months after service
<br />commencement), there is a one-time $5.00 termination fee associated with their return
<br />to PG&E's electric service. For business owners, the fee is $25.00. If a customer opts
<br />out of EBCE for PG&E, they must stay with PG&E for one year before having the option
<br />to return to EBCE.
<br />According to Table 1, more than 96% of customers within EBCE's jurisdiction have not
<br />opted out of EBCE's service. This is an impressive enrollment rate for a new CCA,
<br />compared to other CCAs such as MCE, who's participation was 86% when MCE was
<br />first implemented; however, MCE's participation rate has increased to 90% since 2018.
<br />EBCE Enrollment Status by Jurisdiction — 7.24.19
<br />Table 1 —EBCE Enrollment Status by Jurisdiction as of July 2019
<br />Even though the overall opt -out percentage is low, the City of Livermore stands out as
<br />having an opt -out rate of more than 10%, which is significantly higher than the other
<br />jurisdictions. One explanation for this is the timing of the rollout, in the winter of 2018.
<br />Particularly in the Tri -Valley, utility bills increase in the winter because it is colder and
<br />there is a need for higher gas use. Livermore customers might have erroneously
<br />associated the higher bills with the EBCE switchover, without realizing that the seasonal
<br />fluctuation was due to an increased amount of natural gas use, not electricity. This
<br />might have contributed to the abnormally high opt -out rate for Livermore.
<br />During staff's investigation, staff has uncovered the following recurring customer
<br />complaints directed at EBCE:
<br />Some ratepayers did not like being automatically opted into EBCE. More
<br />aggressive outreach efforts would be recommended to ensure that the public
<br />understands that there is an opt -out option, prior to automatic enrollment. In
<br />addition, it would behoove the City to collaborate closely with EBCE to promote
<br />the CCA program as offering additional choices instead of less.
<br />2. There were multiple social media platforms (e.g., Nextdoor, Facebook) with long
<br />threads of complaints that contributed to the proliferation of misinformation. This
<br />has been a recurring theme for all CCAs in California. When the Town of Danville
<br />Page 2 of 20
<br />Ewda.
<br />OEtlChat
<br />%
<br />_
<br />...
<br />. � ''�
<br />ALBANY INC
<br />7,224
<br />168
<br />2.33%
<br />59
<br />0.92",15
<br />6,89$
<br />95.49%
<br />99
<br />1.37°0
<br />BERKEIEYINC
<br />_
<br />� 53.036
<br />� 927
<br />� 1.'75%
<br />5D,897
<br />95.47%
<br />491
<br />0.93°1,
<br />721
<br />1.36"'n
<br />DUBLIN IkC
<br />25,789
<br />936
<br />3.63" S
<br />24557
<br />9512°5
<br />26
<br />0.1045
<br />270
<br />1.0590
<br />EMERrvIEiE INC
<br />7,922.
<br />193
<br />2 •9�1.::..
<br />�s�3.2+"'.
<br />7546
<br />95.88%
<br />43
<br />1.1795
<br />10
<br />0,50`,'6
<br />fREMOk)INC
<br />83,7142,753
<br />._�..
<br />30,209
<br />95.8140
<br />637
<br />0.76'l
<br />ii5
<br />0.14;"6
<br />HAYWARD iNC
<br />__.
<br />55.906
<br />2,371
<br />4.2476
<br />12,94;
<br />23.154'0
<br />40.557
<br />72.51'.`5
<br />33
<br />0.0696
<br />uvERMORE INC
<br />35,122
<br />��.
<br />3,553
<br />__�_
<br />10.12':4
<br />31,036
<br />88.3796
<br />459
<br />1.31X;
<br />71
<br />0.21%
<br />OAKu+kDiNC
<br />181,837
<br />5,789
<br />3.18%
<br />173,699
<br />95.52%
<br />1,414
<br />0.78%
<br />935
<br />0.52%
<br />vl{DMOkT INC
<br />3,810
<br />185
<br />4.789?
<br />139
<br />3.59%
<br />301
<br />2.61°,G
<br />3,445
<br />8202%
<br />SAN EEANDRO INC
<br />35,287
<br />1,6$4
<br />4.1T%
<br />33,233
<br />94.18%
<br />293
<br />0.83%
<br />T7
<br />O.2Z%
<br />uNINC AWMEDA CO
<br />Sd,009
<br />3,022
<br />5.60%
<br />50,667
<br />93,$1%
<br />215
<br />0.45%
<br />75
<br />O.Id%
<br />UNION CITY INC
<br />23.339
<br />849
<br />3.85%
<br />22,406
<br />96.00%
<br />19
<br />0.089`:
<br />15
<br />0.06%
<br />Total
<br />567,055
<br />22,480
<br />3.96%
<br />4$7,A43
<br />85.96%
<br />51,233
<br />9.03%
<br />5,899
<br />1.04%
<br />Table 1 —EBCE Enrollment Status by Jurisdiction as of July 2019
<br />Even though the overall opt -out percentage is low, the City of Livermore stands out as
<br />having an opt -out rate of more than 10%, which is significantly higher than the other
<br />jurisdictions. One explanation for this is the timing of the rollout, in the winter of 2018.
<br />Particularly in the Tri -Valley, utility bills increase in the winter because it is colder and
<br />there is a need for higher gas use. Livermore customers might have erroneously
<br />associated the higher bills with the EBCE switchover, without realizing that the seasonal
<br />fluctuation was due to an increased amount of natural gas use, not electricity. This
<br />might have contributed to the abnormally high opt -out rate for Livermore.
<br />During staff's investigation, staff has uncovered the following recurring customer
<br />complaints directed at EBCE:
<br />Some ratepayers did not like being automatically opted into EBCE. More
<br />aggressive outreach efforts would be recommended to ensure that the public
<br />understands that there is an opt -out option, prior to automatic enrollment. In
<br />addition, it would behoove the City to collaborate closely with EBCE to promote
<br />the CCA program as offering additional choices instead of less.
<br />2. There were multiple social media platforms (e.g., Nextdoor, Facebook) with long
<br />threads of complaints that contributed to the proliferation of misinformation. This
<br />has been a recurring theme for all CCAs in California. When the Town of Danville
<br />Page 2 of 20
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