D.C. Mun. Regs. tit. 15, r. 15-3602
Walk-in Office. The electric utility shall maintain a customer service (walk-in) office physically located in the District of Columbia.
Call Answering. The electric utility shall answer seventy percent (70%) of all customer phone calls received within thirty (30) seconds and shall maintain records delineating customer phone calls answered by a utility representative or an automated operator system. The electric utility shall measure and report on the average customer wait time of a customer transferred from an automated operator system to a utility representative.
The utility's statistics concerning customer calls answered shall exclude calls made during periods of major telecommunication failures, periods of labor disruptions and periods of major service outage.
If the utility fails to meet the Section 3602.2 standard, it shall be required to develop a corrective action plan.
The corrective action plan shall describe the cause(s) of the utility's noncompliance with Section 3602.2, describe the corrective measure(s) to be taken to ensure that the standard is met or exceeded in the future, and set a target date for completion of the corrective measure(s).
Progress on current corrective action plans shall be included in the utility's Annual Consolidated Report. The utility shall report the actual call center performance during the reporting period in the Annual Consolidated Report of the following year.
Call Abandonment. The utility shall maintain a call abandonment rate below ten percent (10%).
The utility's call abandonment statistics shall exclude calls made during periods of major telecommunication failures, periods of labor disruption, and periods of major service outage.
If the utility fails to meet the standard set in Section 3602.7, it shall be required to develop a corrective action plan.
The corrective action plan shall describe the cause(s) of the utility's noncompliance with Section 3602.7, describe the corrective measure(s) to be taken to ensure that the standard is met or exceeded in the future, and set a target date for completion of the corrective measure(s).
Progress on any current corrective action plans will be included in the utility's Annual Consolidated Report. The utility shall report the actual performance obtained during the reporting period in the Annual Consolidated Report of the following year.
New Residential Service Installation Requests. The utility shall complete installation of new residential service requests within ten (10) business days of the start date for the new installation.
The start date for new installations shall be designated as the first business day after all of the following events have taken place:
The utility shall regularly report on its performance pursuant to Section 3602.12 every six (6) months. The January - June report shall be filed by August 15th of each year. The July - December report shall be filed by February 15th of the following year. New residential service installation requests reports shall be filed with the Commission's Electricity Quality of Service Standards ("EQSS") docket.
The report shall clearly state the total number of new residential service installation requests received during the relevant reporting period, and of the new residential installation service requests received, the percentage of new residential service connections that were completed in accordance with Section 3602.12.
If the utility fails to meet the standard set in Section 3602.12, it shall be required to develop a corrective action plan.
The corrective action plan shall describe the cause(s) of the utility's noncompliance with Section 3602.12, describe the corrective measure(s) to be taken to ensure that the standard is met or exceeded in the future, and set a target date for completion of the corrective measure(s).
Progress on any current corrective action plans will be included in the utility's Annual Consolidated Report. The utility shall report the actual performance obtained during the reporting period in the Annual Consolidated Report of the following year.
Power Quality Complaints. The utility shall record the number of power quality
complaints received, the types of complaints received, the results of any subsequent investigations and the corrective actions taken, and the time it took to resolve the customer's complaint.
Power quality complaints reports shall include, but shall not be limited to, disturbances such as voltage spikes or transients, flicker and voltage sags, surges, and short-time over-voltages, as well as harmonics and noise.
The utility shall report on its power quality complaints record every six (6) months. The January - June report shall be filed by August 15th of each year. The July - December report shall be filed by February 15th of the following year. Power quality reports shall be filed with the Commission's EQSS docket.
The power quality complaints report shall exclude complaints resolved by the initial response of the utility.
D.C. Mun. Regs. tit. 15, r. 15-3602