Md. Code Regs. 20.59.05.11 - Reporting Requirements for Supplier-Consolidated Billing
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.
Notes
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