Consultations Rule 003

Consultations

Alberta Utilities Commission holds consultations with stakeholders to develop rules

Consultation for Rule 003 - Service quality and reliability

Status: Ongoing

Last updated: April 9, 2018

Contact: regulatorypolicy@auc.ab.ca

The AUC is proposing a change to Rule 003 regarding service guarantee credits. See Bulletin 2018-07 for details.

Rule 003 sets out the reporting requirements for regulated rate providers and default supply providers. Rule 003 was put in place to set minimum performance standards of service quality and reliability for regulated retailers and default supply providers to facilitate the monitoring of performance in relation to those standards. The Alberta Utilities Commission regularly reviews Rule 003 reporting and initiates consultation with stakeholders as needed to ensure consistency in reporting metrics, to standardize the reporting format and to streamline the reporting process.

Consultation on this rule primarily involves engagement from representatives of companies who are responsible for reporting the metrics required in the rule. Consumer groups are also invited to participate.

The most recent version of Rule 003 was approved on July 1, 2010.

Service quality and compliance reporting

The AUC requires regulated utilities to quarterly and annually provide a detailed service quality report that provides extensive information and reporting about utility-specific energy outages and customer service standards. It also ensures that customers are treated fairly. Regulated utilities are expected to perform within strict standards set by the AUC, contained in two AUC rules, Rule 002 and Rule 003. Staff of the AUC review these reports and meet with utility officials at least once annually to discuss utility performance, including customer complaints, and investigate shortcomings if they occur. When necessary an enforcement proceeding can be initiated to deal with sub-par performance.

Documents

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Bulletin 2018-07Service Quality and Reliability Performance Monitoring and Reporting for Regulated Rate Providers and Default Supply ProvidersAlberta Utilities Commission2018-04-09Bulletin2018
2010-07-01-Rule003Rule 003 effective July 1, 2010Alberta Utilities Commission2010-03-23Rule (current)2010
2008-01-02-Rule003Rule 003 effective January 2, 2008 to June 30, 2010Alberta Utilities Commission2008-01-02Rule (issued)2008

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