Pennsylvania Code › Title 52 - PUBLIC UTILITIES › Part I - Public Utility Commission › Subpart C - Fixed Service Utilities › Chapter 54 - ELECTRICITY GENERATION CUSTOMER CHOICE › Subchapter F - REPORTING REQUIREMENTS FOR QUALITY OF SERVICE BENCHMARKS AND STANDARDS › Section 54.152 - Definitions

Current through Register Vol. 54, No. 28, July 13, 2024
The following words and terms, when used in this
						subchapter, have the following meanings, unless the context clearly indicates
						otherwise:
BCS
-The Bureau of Consumer Services of
						the Commission.
Business office
-A centralized service
						group which receives small commercial or residential billing inquiries, or
						both, and requests for service, whether or not equipped with an automated call
						distribution system.
Busy-out rate
-The number of calls to an
						EDC's call center or business office that received a busy signal divided by the
						number of calls that were received.
Call abandonment rate
-The number of
						calls to an EDC's call center or business office that were abandoned divided by
						the total number of calls received at the EDC's telephone call center or
						business office.
Call center
-A centralized facility
						established by a utility for transactions concerning installation and repair of
						service, billing and other inquiries between residential and small commercial
						customers and EDC representatives, but not including special purpose call
						centers established to respond to service emergencies and operating for a
						temporary period of time.
Code
-The Public Utility Code,
						66 Pa.C.S. §
												§
												101-3316.
Commission
-The Pennsylvania Public
						Utility Commission.
Customer
-A retail electric customer as
						defined in section 2803 of the code (relating to definitions).
EDC-Electric Distribution Company
-The
						term defined in section 2803 of the code.
Informal consumer complaint
-An appeal by
						a consumer to the BCS about a utility's proposed resolution of a dispute
						related to billing, service delivery, repairs and all other issues not related
						to requests for payment arrangements.
Informally verified infraction
-An
						apparent misapplication of Commission regulations as determined by the BCS
						through its examination of information obtained as part of its review of
						informal consumer complaints and payment arrangement requests:
(i) The informal verification process
					 implemented by the BCS notifies a utility of the information which forms the
					 basis of an alleged infraction, affords the utility the opportunity to affirm
					 or deny the accuracy of the information, and concludes with a BCS determination
					 regarding the alleged infraction.
(ii) An informally verified infraction is not
					 equivalent to a formal violation under section 3301 of the code (relating to
					 civil penalties for violations) unless otherwise determined through applicable
					 Commission procedures.
Infraction
-A misapplication of a
						Commission regulation, particularly the standards and billing practices for
						residential service.
Infraction rate
-The number of informally
						verified infractions per 1,000 residential customers.
Justified informal consumer complaint
-A
						complaint where the BCS has determined that an EDC did not follow Commission
						procedures or regulations.
Justified informal consumer complaint
						rate
-The number of justified informal, residential consumer complaints
						per 1,000 residential customers.
Justified payment arrangement request
-A
						payment arrangement request where an EDC did not follow Commission negotiation
						procedures or regulations.
Justified payment arrangement request
						rate
-The number of justified payment arrangement requests from
						residential customers per 1,000 residential customers.
Payment arrangement request
-A customer
						request for payment terms to the BCS.
Small business customer
-A person, sole
						proprietorship, partnership, corporation, association or other business that
						receives electric service under a small commercial, small industrial or small
						business rate classification, and whose maximum registered peak load was less
						than 25 kW within the last 12 months.
Transaction survey
-A survey targeted
						toward individuals that have had a recent interaction with an EDC. A
						transaction includes filing a complaint, inquiring about a bill, having a
						repair completed, installation of service or an appointment for a special meter
						reading.