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Rule

Rule 002: Service Quality and Reliability Performance Monitoring and Reporting for Owners of Electric Distribution Systems and for Gas Distributors

Issue date

January 1, 2016

​Description

​Rule 002 sets out minimum service standards and reliability performance monitoring for electric and natural gas distribution system owners.

Performance measurement standards include:

  • Reporting on customer meter reading and billing accuracy.
  • Tariff billing accuracy  between distribution system owners  and the retail service provider.
  • Work completion performance measures.
  • Worker safety performance measures.
  • Interruption duration and frequency thresholds.
  • Post-final adjustments processed by month in accordance to Section 5 of Rule 021 for electricity service.

Customer service standards set by this rule include:

  • Overall minimum requirements for customer satisfaction as measured by an annual survey of customers.
  • Customer satisfaction related to customer-initiated contact with the service provider.
  • Standards for average service disruption and duration of outages.
  • Meter reading service standards.
  • Customer appointments service standards.  
  • Emergency response service standards.
  • Expectations for average phone call answering standards.  

Reports are submitted using a  template on an annual and quarterly basis.

Consultations

Consultation for Rule 002 and Rule 003

Templates

Reporting template for gas distributors
Reporting template for owners of electric distribution systems

Related information

Service quality and reliability plans