Regulation .13 Reporting Requirements for Supplier-Consolidated Billing.
Regulation .13 Reporting Requirements for Supplier-Consolidated Billing.LinkCopy Citation
A.
A supplier shall record customer complaints according to the following categories:
(1)
Call center operations;
(2)
Unauthorized charges;
(3)
Enrollment;
(4)
Accuracy of billing services;
(5)
Contract renewal or cancellation;
(6)
Deposits; and
(7)
Change in customer’s billing method.
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)
Number of complaints received by the supplier from customers for the categories identified in §A of this regulation;
(2)
Disputes escalated to CAD;
(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)
Call center metrics as described in COMAR 20.53.08.09;
(5)
The number of customers dropped for nonpayment;
(6)
Total arrears resold to the utility, separated by residential and nonresidential;
(7)
Average customer arrears repurchased by the utility, separated by residential and nonresidential;
(8)
Number of customers to whom the supplier provided budget billing; and
(9)
Number of bill adjustments initiated by the supplier.
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)
The number of customers receiving supplier-consolidated billing services;
(2)
The number of customers who were dropped from supplier-consolidated billing by a supplier for nonpayment;
(3)
The number of customers who are using net energy metering or community solar;
(4)
Total arrears repurchased by the utility;
(5)
Average customer arrears repurchased by the utility by residential and nonresidential customers;
(6)
Volume of retail sales and demand in supplier-consolidated billing;
(7)
Number of customer enrollments rejected by specific eligibility requirement;
(8)
Number of customers rejected due to energy assistance;
(9)
Number of customers dropped from supplier-consolidated billing due to energy assistance;
(10)
Number of customers who enroll in supplier-consolidated billing that were on budget billing at time of enrollment;
(11)
Number of times the utility failed to provide charges to the supplier within 3 days; and
(12)
Number of bill adjustments initiated by the utility for supplier-consolidated billing customers.