AUC rules

Alberta Utilities Commission rules are documents setting out new or amended AUC requirements or processes to be implemented and followed by entities under the jurisdiction of the AUC.

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


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

Effective date

December 17, 2020


​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.


Consultation for Rule 002 and Rule 003

​Rule 002 reporting template for gas distributors
Related information

Service quality and reliability plans


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