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Rule

Rule 003: Service Quality and Reliability Performance Monitoring and Reporting for Regulated Rate Providers and Default Supply Providers

Issue date

July 1, 2010

​Description

​Rule 003 sets out the minimum service standards provided to utility customers who are on the regulated rate (do not receive service from a retailer) from a default supply provider (for gas) or a regulated rate provider (for electricity).

Customer service standards set by this rule include:

  • Call answer performance measures.
  • Billing performance standards.
  • Overall minimum requirements for customer satisfaction as measured by an annual survey of customers.
  • Customer satisfaction when a customer contacts  the service provider.
  • A service guarantee which may involve a credit to customers for disconnection or bill collection errors.

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

Consultations

Consultation for Rule 002 and Rule 003

Templates

Reporting template for regulated rate providers and default supply providers

Related information

Service quality and reliability plans