# COMAR Title 20 — Public Service Commission

## Subtitle 59 — Competitive Gas Supply

### Chapter 05 — Utility-Consolidated Billing and Supplier-Consolidated Billing

#### Regulation .11 Reporting Requirements for Supplier-Consolidated Billing.

*COMAR 20.59.05.11*

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 20.59.08.09;

  (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 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) Total arrears repurchased by the utility;

  (4) Average customer arrears repurchased by the utility, by residential and nonresidential customers;

  (5) Volume of retail sales and demand in supplier-consolidated billing;

  (6) Number of customer enrollments rejected by specific eligibility requirement;

  (7) Number of customers rejected due to energy assistance;

  (8) Number of customers dropped from supplier-consolidated billing due to energy assistance;

  (9) Number of customers who enroll in supplier-consolidated billing that were on budget billing at time of enrollment;

  (10) Number of times the utility failed to provide charges to the supplier within 3 days; and

  (11) Number of bill adjustments initiated by the utility.