§ 54.153. Reporting requirements.
(a) Reporting requirements.
(1) Unless otherwise specified in this subchapter, each EDC shall file its first report with the Commission on or before August 1, 1999. The August report shall contain data, reported by month, from the first 6 months of the calendar year, as well as a 6-month cumulative average.
(2) Each EDC shall file its second report on or before February 1, 2000. The February report shall contain data, reported by month, from the second 6 months of the year as well as 6-month cumulative average and a 12-month cumulative average for the preceding calendar year.
(3) Thereafter, the EDCs shall file reports annually with the Secretary of the Commission on or before February 1. Each report shall contain data, reported by month, as well as a 12-month cumulative average for the preceding calendar year. Each report shall include the name and telephone number of the utility contact person responsible for the report.
(b) Records. Each EDC shall take measures necessary and keep sufficient records to report the following data to the Commission:
(1) Telephone access.
(i) The percent of calls answered at each EDC’s call center or business office, or both, within 30 seconds with the EDC representative ready to render assistance and to accept information necessary to process the call. An acknowledgment that the customer or applicant is waiting on the line does not constitute an answer. If the EDC reports data for more than one call center or business office, the EDC should also provide the combined percent of calls answered within 30 seconds for the EDC as a whole.
(ii) The average busy-out rate for each call center business office, or both. If the EDC reports data for more than one call center or business office, the EDC should also provide the combined busy-out rate for the EDC as a whole.
(iii) The call abandonment rate for each call center or business office, or both. If the EDC reports data for more than one call center or business office, the EDC should also provide the combined call abandonment rate for the EDC as a whole.
(2) Billing.
(i) The number and percent of residential bills that the EDC failed to render once every billing period to residential ratepayers under § 56.11 (relating to billing frequency).
(ii) The number and percent of bills that the EDC failed to render once every billing period to small business customers.
(3) Meter reading.
(i) The number and percent of residential meters for which the company has failed to obtain an actual or ratepayer supplied reading within the past 6 months to verify the accuracy of estimated readings in accordance with § 56.12(4)(ii) (relating to meter reading; estimated billing; or ratepayer readings).
(ii) The number and percent of residential meters for which the company has failed to obtain an actual meter reading within the past 12 months to verify the accuracy of the readings, either estimated or ratepayer read in accordance with § 56.12(4)(iii).
(iii) The number and percent of residential remote meters for which it has failed to obtain an actual meter reading under the time frame in § 56.12(5)(ii).
(4) Response to disputes. The actual number of disputes as described in Chapter 56, Subchapter F (relating to disputes; termination disputes; informal and formal complaints) for which the company did not provide a response to the complaining party within 30 days of the initiation of the dispute under § 56.151(5) (relating to general rule).
(c) Comparison of service quality. Each EDC report to the Commission shall contain an analysis and comparison of the quality of service data in each performance area during the past 6 months with its previous service quality in these areas.
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