Managing TCPA Risk in Modern Outage Communications

This report examines how utilities can expand proactive outage alerts while navigating an increasingly complex compliance environment under the Telephone Consumer Protection Act (TCPA). As auto-enrollment for outage notifications grows, utilities are realizing benefits such as improved customer satisfaction and reduced call center volume during major events. However, evolving federal guidance, state “mini-TCPA” laws, and new rules affecting AI-generated voice have heightened compliance expectations. The report explains how TCPA exposure depends on who is contacted, what the message contains, and how it is delivered. It also outlines practical governance and system design practices utilities can implement to sustain defensible outreach programs while reducing regulatory and litigation risk.

CONTINUE READING

• To continue reading this research piece, please login using your Chartwell credentials and click the “View Resource” button.
• If you do not have login credentials, click here to connect with Tim Herrick about Chartwell Membership.