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 20.59.08.09;
   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 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) Total arrears repurchased by the utility;
   4. (4) Average customer arrears repurchased by the utility, by residential and nonresidential customers;
   5. (5) Volume of retail sales and demand in supplier-consolidated billing;
   6. (6) Number of customer enrollments rejected by specific eligibility requirement;
   7. (7) Number of customers rejected due to energy assistance;
   8. (8) Number of customers dropped from supplier-consolidated billing due to energy assistance;
   9. (9) Number of customers who enroll in supplier-consolidated billing that were on budget billing at time of enrollment;
   10. (10) Number of times the utility failed to provide charges to the supplier within 3 days; and
   11. (11) Number of bill adjustments initiated by the utility.

Authority: Public Utilities Article, §§2-113, 2-121, 5-101, 7-507, 7-511, and 7-601—7-606, Annotated Code of Maryland

Effective date:

Regulations.01—.04 adopted as an emergency provision effective July 16, 2009 (36:17 Md. R. 1311); adopted permanently effective October 5, 2009 (36:20 Md. R. 1532)

Regulation .02E adopted effective March 7, 2022 (49:5 Md. R. 367)

Regulation .03C amended effective March 14, 2016 (43:5 Md. R. 387)

Regulations .05—.11 adopted effective March 7, 2022 (49:5 Md. R. 367)