1. A. A supplier shall record customer complaints according to the following categories:

   1. (1) Call center operations;
   2. (2) Unauthorized charges;
   3. (3) Enrollment;
   4. (4) Accuracy of billing services;
   5. (5) Contract renewal or cancellation;
   6. (6) Deposits; and
   7. (7) Change in customer’s billing method.

2. B. A supplier providing supplier-consolidated billing shall retain for a minimum of 3 years the following information in a monthly format to provide to the Commission and the Office of People’s Counsel upon request:

   1. (1) Number of complaints received by the supplier from customers for the categories identified in §A of this regulation;
   2. (2) Disputes escalated to CAD;
   3. (3) Number of times a supplier did not charge a customer the correct amount, excluding when a utility invoices the supplier an incorrect billing amount or meter reading;
   4. (4) Call center metrics as described in COMAR 20.53.08.09;
   5. (5) The number of customers dropped for nonpayment;
   6. (6) Total arrears resold to the utility, separated by residential and nonresidential;
   7. (7) Average customer arrears repurchased by the utility, separated by residential and nonresidential;
   8. (8) Number of customers to whom the supplier provided budget billing; and
   9. (9) Number of bill adjustments initiated by the supplier.

3. C. A utility shall retain the following information for supplier-consolidated billing disaggregated by the supplier, in a monthly format for a minimum of 3 years, to provide to the Commission upon request:

   1. (1) The number of customers receiving supplier-consolidated billing services;
   2. (2) The number of customers who were dropped from supplier-consolidated billing by a supplier for nonpayment;
   3. (3) The number of customers who are using net energy metering or community solar;
   4. (4) Total arrears repurchased by the utility;
   5. (5) Average customer arrears repurchased by the utility by residential and nonresidential customers;
   6. (6) Volume of retail sales and demand in supplier-consolidated billing;
   7. (7) Number of customer enrollments rejected by specific eligibility requirement;
   8. (8) Number of customers rejected due to energy assistance;
   9. (9) Number of customers dropped from supplier-consolidated billing due to energy assistance;
   10. (10) Number of customers who enroll in supplier-consolidated billing that were on budget billing at time of enrollment;
   11. (11) Number of times the utility failed to provide charges to the supplier within 3 days; and
   12. (12) Number of bill adjustments initiated by the utility for supplier-consolidated billing customers.

Authority: Public Utilities Article, §§2-113, 2-121, 5-101, 7-505, 7-507, 7-511, and 7-603, Annotated Code of Maryland

Effective date: July 1, 2005 (31:26 Md. R. 1865)

Regulations .01—.03, Notice of Contract Expiration or Cancellation, repealed effective June 20, 2008 (35:11 Md. R. 1043)

Regulations .01, .02, .04, Supplier-Utility Coordination and Utility Consolidated Billing, adopted effective November 17, 2008 (35:23 Md. R. 2017)

Regulation .03 adopted effective April 6, 2009 (36:7 Md. R. 526)

Regulation .05 adopted effective April 6, 2009 (36:7 Md. R. 526)

Regulation .05B amended effective March 7, 2022 (49:5 Md. R. 367)

Regulation .05E adopted effective March 7, 2022 (49:5 Md. R. 367)

Regulation .06 adopted effective April 6, 2009 (36:7 Md. R. 526)

Regulation .06C amended effective March 14, 2016 (43:5 Md. R. 386)

Regulations .07—.13 adopted effective March 7, 2022 (49:5 Md. R. 367)