Mich. Admin. Code R. 460.151 - Reporting requirements
Rule 51.
(1) A
utility shall file with the commission quarterly reports that disclose all of
the following:
(a) The payment performance of
its customers in relation to established due and payable periods.
(b) The number and general description of all
complaints registered with the utility.
(c) The number of shut off notices issued by
the utility and the reasons for the notices.
(d) The number of hearings held by the
utility, the types of disputes involved, and the number of complaint
determinations issued.
(e) The
number of written settlement agreements entered into by the utility.
(f) The number of shut offs of service and
the number of reconnections.
(g)
Any other customer service quality information requested by the commission
staff.
(2) An electric
utility shall have an average customer call answer time of less than 90
seconds. An acknowledgement that the customer is waiting on the line does not
constitute an answer.
(a) An electric utility
shall have a call blockage factor of 5% or less. The call blockage factor is
calculated by multiplying the remainder obtained by subtracting the number of
answers from the number of calls, multiplying by 100, and then dividing that
value by the total number of calls.
(b) An electric utility shall have a
complaint response factor of 90% or more within 3 business days.
Notes
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