3602 CUSTOMER SERVICE STANDARDS

3602.1 The electric utility shall maintain a customer service (walk-in) office physically located in the District of Columbia.3602.2 The electric utility shall answer seventy (70) percent of all customer phone calls received within thirty (30) seconds and shall maintain records delineating customer phone calls answered by a utility representative or an automated operator system. The electric utility shall measure and report on the average customer wait time of a customer transferred from an automated operator system to a utility representative.3602.3 The utility's statistics concerning customer calls answered shall exclude calls made during periods of major telecommunication failures, periods of labor disruptions and periods of major service outage.3602.4 If the utility fails to meet the Section 3602.2 standard, it shall be required to develop a corrective action plan.3602.5 The corrective action plan shall describe the cause(s) of the utility's non-compliance with Section 3602.2, describe the corrective measure(s) to be taken to ensure that the standard is met or exceeded in the future, and set a target date for completion of the corrective measure(s).3602.6 Progress on current corrective action plans shall be included in the utility's annual Consolidated Report.3602.7 The utility shall report the actual call center performance during the reporting period in the annual Consolidated Report of the following year.3602.8 The utility shall maintain a call abandonment rate below ten (10) percent.3602.9 The utility's call abandonment statistics shall exclude calls made during periods of major telecommunication failures, periods of labor disruption and periods of major service outage.3602.10 If the utility fails to meet the standard set in Section 3602.8, it shall be required to develop a corrective action plan.3602.11 The corrective action plan shall describe the cause(s) of the utility's non-compliance with Section 3602.8, describe the corrective measure(s) to be taken to ensure that the standard is met or exceeded in the future, and set a target date for completion of the corrective measure(s).3602.12 Progress on any current corrective action plans will be included in the utility's annual Consolidated Report.3602.13 The utility shall report the actual performance obtained during the reporting period in the annual Consolidated Report of the following year.3602.14 The utility shall complete installation of new residential service requests within ten (10) business days of the start date for the new installation.3602.15 The start date for new installations shall be designated as the first business day after all of the following events have taken place:- (a) The customers' valid billing information is received;

- (b) The site is ready for service (cleared, graded, staked, etc.);

1. (c) The service connection fee is paid;
2. (d) The electrical inspection is received;
3. (e) The security deposit is paid;
4. (f) All mainline primary and transformers are installed;
5. (g) Any required public space excavation is completed;
6. (h) Any delays due to weather emergencies do not intervene;
7. (i) All right-of-way and permits are obtained; and
8. (j) In the case of net metering facilities, all the applicable contract terms and conditions are met.

3602.16 The utility shall regularly report on its performance pursuant to Section 3602.14 every six (6) months. The report shall be submitted to the Commission forty-five (45) days following the reporting period, starting with the six (6) month reporting period following the EQSS' adoption in Title 15 of the DCMR.

3602.17 After four (4) Section 3602.16 reports have been submitted, the frequency of the reporting may be changed by the Commission.

3602.18 The Section 3602.16 report shall clearly state the total number of new residential service installation requests received during the relevant reporting period, and of the new residential installation service requests received, the percentage of new residential service connections that were completed in accordance with Section 3602.14.

3602.19 If the utility fails to meet the standard set in Section 3602.14, it shall be required to develop a corrective action plan.

3602.20 The corrective action plan shall describe the cause(s) of the utility's non-compliance with Section 3602.14, describe the corrective measure(s) to be taken to ensure that the standard is met or exceeded in the future, and set a target date for completion of the corrective measure(s).

3602.21 Progress on any current corrective action plans will be included in the utility's annual Consolidated Report.

3602.22 The utility shall report the actual performance obtained during the reporting period in the annual Consolidated Report of the following year.

SOURCE: Final Rulemaking published at 54 DCR 9376 (September 28, 2007); as amended by Final Rulemaking published at 55 DCR 1943 (February 29, 2008).