Michigan Administrative Code
Department - Licensing and Regulatory Affairs
Public Service Commission
Consumer Standards And Billing Practices For Electric And Gas Residential Service
Part 9 - CUSTOMER RELATIONS AND UTILITY PROCEDURES
Section R. 460.151 - Reporting requirements
Universal Citation: MI Admin Code R. 460.151
Current through Vol. 24-04, March 15, 2024
Rule 51.
(1) A utility shall file with the commission quarterly reports that disclose all of the following:
(a) The payment performance of
its customers in relation to established due and payable periods.
(b) The number and general description of all
complaints registered with the utility.
(c) The number of shut off notices issued by
the utility and the reasons for the notices.
(d) The number of hearings held by the
utility, the types of disputes involved, and the number of complaint
determinations issued.
(e) The
number of written settlement agreements entered into by the utility.
(f) The number of shut offs of service and
the number of reconnections.
(g)
Any other customer service quality information requested by the commission
staff.
(2) An electric utility shall have an average customer call answer time of less than 90 seconds. An acknowledgement that the customer is waiting on the line does not constitute an answer.
(a) An electric utility
shall have a call blockage factor of 5% or less. The call blockage factor is
calculated by multiplying the remainder obtained by subtracting the number of
answers from the number of calls, multiplying by 100, and then dividing that
value by the total number of calls.
(b) An electric utility shall have a
complaint response factor of 90% or more within 3 business days.
Disclaimer: These regulations may not be the most recent version. Michigan may have more current or accurate information. We make no warranties or guarantees about the accuracy, completeness, or adequacy of the information contained on this site or the information linked to on the state site. Please check official sources.
This site is protected by reCAPTCHA and the Google
Privacy Policy and
Terms of Service apply.