(= Aparoved for'2\ a 4 ] Republic of the Philippines ENERGY REGULATORY COMMISSION San Miguel Avenue, Pasig City wrnnercge cal C ERC RESOLUTION NO. _ 23, Series of 2005 Directing all Distribution Utilities to Subject Their Consumer Welfare Desk (CWD) Officers to undergo Consumer Welfare Development Trainings by ERC-Trained Trainors WHEREAS, Section 3, Rule 34 of the Implementing Rules and Regulations of RA 9136 mandated the ERC to ensure customer choice and promote consumer interests and to issue appropriate guidelines and mechanisms to create a permanent consumer complaint desk at ERC and in all electric utilities and other providers of electric power to oversee the promotion of consumer interests; WHEREAS, in compliance with the aforementioned provision, all distribution utilities established their respective Consumer Welfare Desks (CWD) manned by their respective employees to primarily handle complaints and other’ concems from their consumers; WHEREAS, ERC conducted Consumer Welfare Development Trainings of selected CWD Officers from private distribution utilities and each of the top sixteen (16) electric cooperatives from Luzon, Visayas and Mindanao with the most number of customers, Outstanding CWD Officers were chosen to further undergo a Trainor's Training to enable them to conduct the CWD Training to the other CWB Officers of their respective utilities and those utilities not represented during the ERC-sponsored CWD Training. These outstanding CWD Officers who underwent the Trainor’s Training shall henceforth be called ERC-Trained Trainors; and WHEREAS, to further improve the services of CWD Officers in ali distribution utilities nationwide, all CWD Officers must undergo the CWD Training to be conducted by the ERC-Trained Trainors. NOW THEREFORE, be it resolved, as this Commission hereby resolves to adopt the following resolutions: 1. The ERC hereby directs all Consumer Welfare Desk officers (CWD Officers) of distribution utilities to undergo a Consumer Welfare Development Training (CWD Training) by ERC-Trained Trainors; 2. All requests for CWD Training shall be coursed through the Consumer Affairs Service of ERC for supervision, monitoring and scheduling; 3. Expenses to be incurred for the CWD Training shall be shouldered by the requesting party. These expenses shall include transportation, meals and reasonable stipends for the ERC-Trained Trainors, cost of materials and supplies to be used for the training, venue and snacks/meals, if any, during the training proper; koe We4. General Managers and heads of the distribution utilities of the ERC- Trained Trainors shall allow the latter to conduct these trainings on official time; 5. A written report of the CWD Training by the ERC-Trained Trainor shall be submitted to the ERC within one (1) week after the conduct of such training. Let copies of this Resolution be furnished all distribution utilities for the appropriate posting thereof in their Butletin Boards and compliance thereto. This Resolution shall take effect immediately. Pasig City, December 5, 2005, Chairman OWER B. BUTALID JESUS N. ALCORDO ‘Commissioner Commissioner Be RAGE A. TAN DKO Z. BARI Commissioner Commissioner