New Rules in Place for Customer Credits & Reimbursements, Medical Equipment, Cyber Attacks, Communication/Coordination, and Worker Travel  

• Cyber Incidents Impacting Electric Service: As seen in other industries, advances in technology have led to increased risk for a cyber-security event. Under the amended ERPs, utilities must view such a risk as a very serious threat. Each of the utilities has a strategy and plan in place to mitigate and respond to a cyber-attack. As of mid-2023, utilities’ ERPs will be required to acknowledge potential electric outage impact resulting from a cyber-attack. To comply, the utilities have documented in their revised ERPs the applicability of the plans for managing large scale outages caused by a cyber-attack. Notably, these revisions highlight the understanding and knowledge that electric outages can be caused by events other than severe weather and reinforces an all-hazards planning principle.

• Customer Credits and Reimbursements: Under the amended ERPs, utilities are now required to provide bill credits and reimbursements to residential and small business customers who experience a widespread prolonged outage lasting at least 72 consecutive hours. Each of the amended ERPs now include a communications plan detailing the information to be shared, how it will be shared, and sample press releases that the utilities will issue following a qualifying event.

• Medical Equipment: Under the amended ERPs, the utilities are now required to identify what medical devices classify as Life Support Equipment. The ERPs now explicitly define essential electricity for medical needs to include, but not be limited to, the following equipment: apnea monitors for infants, cuirass respirators, hemodialysis machines, IV feeding machines, IV medical infusion machines, oxygen concentrators, positive pressure respirators, respirator/ventilators, rocking bed respirators, suction machines, and tank type respirators. The utilities have incorporated language into their ERPs ensuring consistent language and an accurate listing of Life Support Equipment.

• Communication and Coordination Efforts: Utilities’ amended ERPs must now outline how communication and coordination efforts between the company and its employees, external crews, other utilities, local government officials and any other pertinent parties occur. The Commission agrees that these principles are important and has taken action to ensure proper communication occurs.

• Travel Ban Exemption: Inaccessibility to impacted locations can cause a significant delay in the restoration of service. Utility workers, who are needed to restore or maintain power, are now exempt from travel bans. This will help alleviate barriers the utilities faced when obtaining supplemental outside resources and trying to restore power as quickly as possible after a major storm event.