Look at the explosive growth of the internet, the widespread use of e-mail. I believe we need to examine further the reasons for the customer resistance to changing providers of utility service. Customers will learn from their friends and families who tried another company how much if anything is really saved, or if there are billing and service headaches. Consumers will not be pleased to learn that their rates will go up if they do not switch to another provider, when that company's prices are not significantly lower than their present rates, and when the services may be inferior. Price is important, but price is not the only consideration, particularly when it comes to something as vital as utility service.
Customers are concerned about non-price issues such as reliability and service.
Reliability to customers does not just mean the flow of electricity or gas, or a dial tone for telephone. It also means reliable and accurate billing, reliable responses to requests for information and service, and reliable mechanisms for dealing with the inevitable problems that will arise. For residential customers, and especially low income customers, continuous service and reliability is impaired if prices are not affordable, if assistance to pay bills cannot be accessed in times of need, if deferred payment arrangements cannot be made, or if additional charges are imposed for late payments, partial payments, and switching providers. If the system does not provide affordable service to the poor, their lives and the lives of their neighbors can be endangered by dangerous forms of alternative energy. Schools cannot perform their functions well if children lack light or heat or telephone service at home.