Cynthia Zwick: Championing the Rights of Utility Customers

Cynthia Zwick leads the Residential Utility Consumer Office (RUCO), a state agency dedicated to representing utility consumers in Arizona’s rate cases. In a recent discussion with the Arizona Capitol Times, she shared insights on her journey and her agency’s mission.

Reflecting on her career, Zwick recounted her arrival in Arizona in 1980. Starting as a secretary at the State Bar of Arizona, she worked her way up to executive director. Seeking a new challenge, she joined the Arizona Community Action Association. There, her involvement in energy issues began as she worked on behalf of low-income customers during major rate cases. By the time she left, several programs had been established to assist those customers. When Governor Hobbs sought a leader for RUCO, Zwick saw it as a way to expand her advocacy efforts on a larger scale.

Transitioning from nonprofit advocacy to government, Zwick emphasized the importance of understanding rate structures. She aims to ensure fair outcomes for residential customers amid rising utility rates. Her agency harnesses the expertise of seasoned staff while adapting to the state’s changing environment, which includes a surge of data centers and manufacturers.

Zwick’s extensive experience with rate cases has prepared her for her current role, although she admits to being unprepared for the adversarial nature of some interactions. Unlike previous experiences where she collaborated with utilities, she now often finds herself in disagreements. Daily operations at RUCO involve reviewing numerous rate cases, performing financial audits, and preparing testimony for hearings. Additionally, the agency seeks input from various nonprofits to better grasp community needs.

“We are fighting to keep rates affordable for customers,” Zwick stated emphatically, underlining RUCO’s primary commitment. However, she also seeks a balance that ensures utilities remain healthy while serving customer interests. She highlighted the vital services utilities provide and advocated for equitable adjustments in rates.

In her wish for lawmakers, Zwick expressed a need for greater understanding of RUCO’s capacity and its impact. With a lean budget and limited staff, the agency faces challenges when addressing the numerous cases that arise. This lack of resources potentially hampers RUCO’s effectiveness in advocacy.

For those wanting to understand the rate case process, Zwick recommends visiting RUCO’s website for resources and engaging directly with the commission. She encourages community members to communicate their concerns directly to commissioners, who are open to dialogue.

On the outlook for utility rates, Zwick sees positives amid challenges. She pointed to programs aiding low-income customers and energy efficiency initiatives as valuable resources. While she acknowledges the likelihood of continued price increases, she believes in the genuine commitment of utility companies to provide reliable service. “It’s not all doom and gloom,” she remarked, expressing optimism about potential positive outcomes in future rate cases.