Rule 515-7-8-.03. Service Quality Measures (SQMs): Customer Service, Billing, and Meter Reading

1. (1) Every Marketer shall be required to meet SQMs to ensure that quality service is afforded to all natural gas customers in Georgia. Specifically, all Marketers shall meet Commission established benchmarks in the following areas:

   1. (a) Call Center Service Level;
   2. (b) Requests for information from the EDC as authorized by the Tariff or Commission Order and certain requests as determined necessary by the Commission;
   3. (c) Billing Accuracy and Timeliness;
   4. (d) Responsiveness to Consumer Inquiries and Complaints;
   5. (e) Meter Reading Accuracy, if the Marketer either directly or through a third party is performing the meter reading function;
   6. (f) Meter Reading Timeliness, if the Marketer either directly or through a third party is performing the meter reading function;
   7. (g) Transmittal of Meter Reading Data to the EDC, including Timeliness and Accuracy of data, if the marketer either directly or through a third party is performing the meter reading function; and
   8. (h) Transmittal of accurate and timely electronic transactions of consumer data to the EDC.
2. (2) If a Marketer fails to meet an SQM benchmark established by the Commission, the Marketer shall notify Staff of the missed SQM benchmark by highlighting the failing percentage in that month's reporting filing. This notice does not require the Marketer to make a separate filing from the monthly reporting filing.

Authority: O.C.G.A. § 46-2-30.

History. Original Rule entitled "Service Quality Standards: Customer Service, Billing and Meter Reading," adopted. F. Sept. 3, 2002; eff. Sept. 23, 2002.

Amended: F. Dec. 10, 2003; eff. Dec. 30, 2003.

Amended: New title, "Service Quality Measures (SQMs): Customer Service, Billing, and Meter Reading." F. Jan. 16, 2025; eff. Feb. 5, 2025.