Section 460.724. Unacceptable service quality levels of performance.

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It is an unacceptable   level of performance   for an electric utility to fail to meet any of the following service quality standards:

(a)      An electric utility shall have an average customer call answer time of less than 90 seconds.

(b)     An electric utility shall have a call blockage factor of 5% or less.

(c)       An electric utility shall have a complaint response factor of 90% or more within 3 business days.

(d)    An electric utility shall have a meter reading factor of 85% or more within the approved period, including customer reads.

(e)     An electric utility shall complete 90% or more of its new service installations within 15 business days.

History: 2004 AACS.

                    
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