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PRODUCT RESPONSIBILITY INDICATORS
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RESPONSE/ REFERENCES
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DMA PR
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Management approach to customer health & safety, product &
service labeling, marketing communications, customer privacy,
compliance, access
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Reliable, affordable power is essential to the
residential, business and utility-company customers who count on
us every minute, every day. Our management approach includes
operational safety systems and programs, strategic portfolio
management, price risk management, constructive regulatory
processes and other procedures to support effective, efficient
operations and customer experience. We also offer extensive
public safety communication related to electricity, natural gas
and nuclear generation.
2011 Sustainability Report pages 20-27, 30
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EU23
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Programs to maintain electric service access
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2011 Sustainability Report pages 20-27
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EU24
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Practices to address language, disability, other barriers to
electric service access
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Entergy's utility operating companies have
numerous programs to assist elderly and mentally and physically
challenged customers described in this example from our web
site:
Protected customer registration.
Additionally, Entergy provides certain customer information in
languages other than English and works with emergency response
organizations to provide certain public information related to
nuclear safety in other languages such as these examples:
Customer information in Spanish;
Nuclear safety in Spanish. Extensive efforts also help to overcome barriers to electric
service stemming from poverty.
2011 Sustainability Report pages 20-27
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Customer Health & Safety
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PR1
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Safety assessment and improvement
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2011 Sustainability Report pages 20-28
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Product & Service Labeling
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PR3
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Product information labeling
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Electric and natural gas service are not
labeled. We provide extensive electric and natural gas safety
information at
Energy safety and through bill inserts and advertising.
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PR4
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Product labeling non-compliance incidences
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None,
as our products are electric and natural gas service, for which
product labeling is not applicable.
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PR5
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Customer satisfaction practices
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2011 Sustainability Report pages 28-31
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Marketing Communications
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PR6
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Marketing regulation compliance
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Our marketing communications are consistent
with all known laws and standards. We work closely with our
trade associations, such as Edison Electric Institute and
Nuclear Energy Institute, to promote transparent and accurate
information about the benefits of electric power. We also
publish
Energy Education
and
Electricity 101 on our website.
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PR7
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Marketing and communications non-compliance
incidences
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None
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Customer Privacy
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PR8
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Customer privacy breaches
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Entergy maintains administrative, technical and physical
safeguards designed to protect the personal information against
accidental, unlawful or unauthorized destruction, loss,
alteration, access, disclosure or use.
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Access
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EU28
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Power outage frequency
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2011 Sustainability Report pages 24-25
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EU29
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Power outage duration
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2011 Sustainability Report pages 24-25
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EU30
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Plant availability factor
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2011 Sustainability Report pages 24-25
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