16 Tex. Admin. Code § 25.491 - Record Retention and Reporting Requirements
(a) Application. This section does not apply
to a municipally owned utility where it offers retail electric power or energy
outside its certificated service territory or to a retail electric provider
(REP) that is an electric cooperative.
(b) Record retention.
(1) Each REP and aggregator shall establish
and maintain records and data that are sufficient to:
(A) Verify its compliance with the
requirements of any applicable commission rules; and
(B) Support any investigation of customer
complaints.
(2) All
records required by this subchapter shall be retained for no less than two
years, unless otherwise specified.
(3) Unless otherwise prescribed by the
commission or its authorized representative, all records required by this
subchapter shall be provided to the commission within 15 calendar days of its
request.
(c) Annual
reports. In its annual report, a REP shall report the information required by
§
25.107 of this title (relating to
Certification of Retail Electric Providers (REPs)) to the commission and the
Office of Public Utility Counsel (OPUC) and the following additional
information on a form approved by the commission for the 12-month period ending
December 31 of the prior year:
(1) The number
of residential customers served, by nine-digit zip code and census tract, by
month;
(2) The number of written
denial of service notices issued by the REP, by month, by customer class, by
nine-digit zip code and census tract;
(3) The number and total aggregated dollar
amount of deposits held by the REP, by month, by customer class, by nine-digit
zip code and census tract;
(4)
Information relating to the REP's bill payment assistance program for
residential electric customers required by §
25.480(n)(1) of
this title (relating to Bill Payment and Adjustments);
(5) The number of complaints received by the
REP from residential customers for the following categories by month, by
nine-digit zip code and census tract:
(A)
Refusal of electric service, which shall include all complaints pertaining to
the implementation of §
25.477 of this title (relating to
Refusal of Electric Service);
(B)
Marketing and quality of customer service, which shall include complaints
relating to the interfaces between the customer and the REP, such as, but not
limited to, call center hold time, responsiveness of customer service
representatives, and implementation of §
25.472 of this title (relating to
Privacy of Customer Information), §
25.475 of this title (relating to
General REP Requirements and Information Disclosures to Residential and Small
Commercial Customers), §
25.473 of this title (relating to
Non-English Language Requirements), §
25.476 of this title (relating to
Renewable and Green Energy Verification), and §
25.484 of this title (relating to
Texas Electric No-Call List), and which shall not include issues for which the
REP is not responsible, such as, but not limited to, power quality, outages, or
technical failures of the registration agent;
(C) Unauthorized charges, which shall
encompass all complaints pertaining to §
25.481 of this title (relating to
Unauthorized Charges);
(D)
Enrollment, which shall encompass all complaints pertaining to the
implementation of §
25.474 of this title (relating to
the Selection of Retail Electric Provider), §
25.478 of this title (relating to
Credit Requirements and Deposits), and §
25.495 of this title (relating to
Unauthorized Change of Retail Electric Provider);
(E) Accuracy of billing services, which shall
encompass all complaints pertaining to the implementation of §
25.479 of this title (relating to
Issuance and Format of Bills); and
(6) In reporting the number of informal
complaints received pursuant to paragraph (4) of this subsection, a REP may
identify the number of complaints in which it has disputed categorization or
assignment pursuant to the provisions set forth in §
25.485 of this title (relating to
Customer Access and Complaint Handling).
(d) Information regarding payment options and
payment assistance programs. With its annual report, a REP shall include a
statement containing the information described in §
25.480(n) of
this title to the extent such information is not included in the form approved
by the commission pursuant to subsection (c) of this section.
(e) Additional information. Upon written
request by the commission, a REP or aggregator shall provide within 15 days any
information, including but not limited to marketing information, necessary for
the commission to investigate an alleged discriminatory practice prohibited by
§
25.471(c) of
this title (relating to General Provisions of the Customer Protection
Rules).
Notes
State regulations are updated quarterly; we currently have two versions available. Below is a comparison between our most recent version and the prior quarterly release. More comparison features will be added as we have more versions to compare.
No prior version found.