Section 460.732. Annual report contents.

The annual report of an electric utility made pursuant to these rules shall contain all of the following information:

(a)     The call blockage factor. If the call blockage factor is more than 5%, then the annual report shall contain a detailed explanation of the steps that the electric utility is taking to bring its performance to an acceptable level.

(b)      The complaint response factor. If the complaint response factor is less than 90% within 3 business days, then the annual report shall contain a detailed explanation of the steps that the electric utility is taking to bring its performance to an acceptable level.

(c)      The average customer call answer time. If the average customer call answer time is 90 seconds or more, then the report shall contain a detailed explanation of the steps that the electric utility is  taking to  bring its performance to an acceptable level.

(d)    The meter reading factor. If the meter reading factor is less than 85%, then the report shall contain a detailed explanation of the steps that the electric utility is taking to bring its  performance to  an  acceptable level.

(e)     The new service installation factor. If the new service installation factor is less than 90% completed within 15 business days, then the report shall contain a detailed explanation of the steps that the electric utility is taking to bring its performance to an acceptable level.

(f)      The wire-down relief factor. If the wire-down relief factor is less than 90% within 240 minutes within metropolitan statistical areas or less than 90% within 360 minutes in non-metropolitan statistical areas, then the report shall contain a detailed explanation of the steps that the electric utility is taking to bring its performance to an acceptable level.

(g)      The service restoration factor for all conditions. If the service restoration factor for all conditions is less than 90% of customers restored within 36 hours or less, then the report shall contain a detailed explanation of the steps that the electric utility is taking to bring its performance to an acceptable level.

(h)     The service restoration factor for normal conditions. If the service restoration factor for normal conditions is less than 90% of  customers restored within 8 hours or less, then the report shall contain a detailed explanation of the steps that the electric utility is  taking to  bring  its performance to an acceptable level.

(i)        The service restoration factor for catastrophic conditions. If the service restoration factor for catastrophic conditions is less than 90% of customers restored within 60 hours or less, then the report shall contain a detailed explanation of the steps that the  electric utility is  taking to bring its performance to an acceptable level.

(j)       The same-circuit repetitive interruption factor. If the same-circuit repetitive interruption factor is more than 5% of circuits experiencing 5 or more same-circuit repetitive interruptions within a 12?month period, then the report shall contain a detailed

explanation of the steps  that  the   electric utility is taking to bring its performance to an acceptable level.

(k)     A description of all catastrophic conditions  experienced  during the year.

(l)     The number and total dollar amount of all customer credits provided during the year, broken down by customer class, for its failure to restore service to customers within 120 hours of an interruption that occurred during the course of catastrophic conditions.

(m)      The number and total dollar amount of all customer credits provided during the year, broken down by customer class, for its failure to restore service to customers within 16 hours of an interruption that occurred  during normal conditions.

(n)      The number and total dollar amount of all customer credits provided during the year, broken down by customer class, for same-circuit repetitive interruptions.

(o)     A summary table indicating whether the electric utility complied or failed to comply with each of the standards established by these rules.

History: 2004 AACS.