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

December 17, 2020​

​Description

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

Service quality and reliability plans