Topic:"Complaint Resolution" in M12249

The Evaluator: - Developed participant survey. - Conducted interviews with program staff, heat pump contractors, and delivery agents (DAs) To determine the gross and net electrical energy and peak demand savings and avoided annual GHG emis...

AI summary The evaluator assessed the Affordable Single-Family Homes (ASFH) program, noting high participant satisfaction but identifying issues like long wait times and insufficient information. The program exceeded energy and demand reduction targets, achieving 3.719 GWh net savings and 2.089 MW peak demand reduction. Adjustments reduced tracked savings by 21% and 3%. Recommendations focus on improving delivery processes, communication, and training.

M12249 – EfficiencyOne (E1) Application for Approval of the 2026 DSM Extension 1 Request IR-02: 2 3 (a) How does E1 protect the personal information of customers within E1's activities? [MAY 4 REQUIRE CONFIDENTIAL RESPONSE] 5 6 (b) How doe...

AI summary The document outlines requests and responses related to EfficiencyOne's (E1) application for approval of the 2026 DSM Extension. It includes inquiries about data protection, cyber insurance, and complaint handling practices, with some responses marked as confidential.

E1 Responses to Nova Scotia Energy Board (NSEB) Information Requests NON-CONFIDENTIAL 1 (c) The resolution of complaints related to both its regulated and non-regulated programs is a 2 key priority for E1, as the reputation of E1 and its p...

AI summary E1 emphasizes resolving complaints for both regulated and non-regulated programs as a priority, citing its impact on reputation and mission. A unified process handles complaints, with escalation to senior management and an appeals officer if unresolved. The process is detailed in Attachment 1 and outlined on the Efficiency Nova Scotia website.

EFFICIENCYONE - CASE MANAGEMENT PROCESS EfficiencyOne department: Process: All departments Case Management Issue Year: Enabling System: 2022; updated 2025 Customer Information System (CIS) SCOPE

AI summary The document outlines the case management process for EfficiencyOne, managed through the Customer Information System (CIS), with updates in 2025. It covers all departments and is relevant to the year 2022.

If a customer believes that a complaint has not been sufficiently resolved after contacting our Energy Solutions Advisor Team, they can contact our Appeals and Dispute Officer for further assistance at [[email protected].](mailto:app...

AI summary The document outlines the process for customers to escalate unresolved complaints to the Appeals and Dispute Officer after consulting with Energy Solutions Advisors. It also references a proceeding (M12249) related to EfficiencyOne's application for approval of the 2026 DSM Extension.

Response IR-14: - The verification team specifically requested an on-site verification effort be conducted at the - site, at the original request for site visits this explicit request was bolded to - highlight it as the highest priority. T...

AI summary The verification team requested an on-site visit, which was denied by the Customer as they had already accommodated a prior site visit. E1 used tracking sheet data and evaluator reports to calculate total system savings.

Request IR-4: - Regarding complaints, for the years 2020 to 2025 year-to-date: - a) Please state how many complaints were received each year. - b) For each year, please identify the percentage of those complaints that were related to regul...

AI summary Request IR-4 seeks data on complaints received by E1 from 2020 to 2025, including annual counts, percentages related to regulated vs. non-regulated programs, and sources (customers vs. contractors). It also asks whether non-regulated complaints impact regulated programs, resolution processes for unresolved complaints, and the existence of a written complaint resolution policy.