Press Release

PUC Seeks Comments on Advising Water Cos. on Improving Customer Notification, Availability of Alternative Water Sources during Unscheduled Service Interruptions

Published on 6/1/2006

Filed under: Water and Wastewater

HARRISBURG, Pa. – In an effort to help water utilities improve the way they communicate with consumers during emergencies, the Pennsylvania Public Utility Commission (PUC) today issued a proposed policy statement offering guidance on methods to provide timely notice to the public and the availability of alternative water supplies during an outage.         

“Consistent with the Commission’s recent education campaign – Prepare Now: Be Water Wise – the overriding message for emergency preparedness and response is one of being prepared now, before the emergency,” said Commission Chairman Wendell F. Holland. “I strongly encourage every utility to take every and all steps, appropriate to the level of resources and customers served, to think through all possible scenarios – including lessons learned from recent disasters – and to have all necessary tools pre-designed and in place.”

The Commission voted unanimously to issue a proposed policy statement advising water utilities of acceptable methods of public notification during an unscheduled service interruption. The proposed policy statement also addresses the importance of assuring adequate quantities of alternative supplies of water are made available in pre-determined, conspicuous and sufficient locations in the affected area.

The proposed policy statement enhances customer notification in situations that impact health and safety of water consumers such as “boil water” or “do not consume” orders. The proposed policy statement includes a series of acceptable methods for improving the timeliness and effectiveness of notice to water customers and state and local officials when the quality or quantity of the potable water supply has been affected. It also encourages improvements in technology, the media and direct customer contacts.

Acceptable communication methods include taking advantage of existing technology such as sending fax and/or email notification to local radio and television stations, cable systems, newspapers; using Reverse 911 notifications to affected customers’ landline or cellular telephones; sending email and text messages to affected customers who have opted to receive such notifications and utilizing the company’s website. The proposed policy statement also highlights additional types of acceptable communications with consumers.

In the proposed policy statement, the Commission reaffirmed that all water utilities must conform to the public notice requirements established by the state’s Department of Environmental Protection concerning unscheduled service interruptions and any future amendments to those requirements.

The Pennsylvania Public Utility Commission ensures safe, reliable and reasonably priced electric, natural gas, water, telephone and transportation service for Pennsylvania consumers, by regulating public utilities and by serving as responsible stewards of competition. For recent news releases, or more information about the PUC, visit our website at www.puc.state.pa.us.

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Docket No. M-00061956

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