Ohio Administrative Code
Title 4901:1 - Utilities
Chapter 4901:1-15 - Waterworks Companies and Sewage Disposal System Companies
Section 4901:1-15-14 - Records and reports

(A) Unless otherwise authorized by the commission, all records required by these rules shall be made available to the commission or its authorized representatives within ten business days of the date requested and comply with appendix A to rule 4901:1-9-06 of the Administrative Code.

(B) Access to records and business activities includes such records and activities as would allow the commission staff to effectively monitor Ohio-specific customer calls made to the waterworks company and/or sewage disposal system company other than small waterworks companies and/or sewage disposal system companies of fifteen thousand customers or less. Access includes the ability of commission staff to adequately monitor waterworks company's and/or sewage disposal system company's customer call center interactions with Ohio customers either at a location in Ohio or in a manner agreed to by the commission staff. Staff may monitor customer/consumer calls of waterworks companies and/or sewage disposal system companies without the customer service representative's knowledge of the monitoring.

(C) All waterworks companies' records, shall be retained as set forth in this rule and in appendix A to rule 4901:1-9-06 of the Administrative Code. Records include, but are not limited to, interruptions, outages, main flushings, and pertinent service-related tests.

(D) Each waterworks company and/or sewage disposal system company shall keep a customer record showing revenues by customer account, billing dates, meter reading data when applicable, a designation of the applicable rate schedule, and any additional information required in the computing of bills. The customer record shall also illustrate, by customer account, the revenues generated by each miscellaneous charge. Such record(s) shall be retained for a minimum of three years.

(E) Each waterworks company and/or sewage disposal system company shall investigate and maintain a record of all consumer complaints made either in person, in writing, or by telephone. The record shall include the name and address of the customer or consumer, identification of the specific water and/or wastewater system serving the customer or consumer, the date and nature of the issue, and the date and nature of the resolution.

(F) Waterworks company and/or sewage disposal system company operation records:

(G) Engineering maps and records:

(H) Quarterly operating reports

Each waterworks company and/or sewage disposal system company shall provide to the commission's director of the service monitoring and enforcement department a quarterly operating report for each of its systems containing system performance information, system maintenance information, and customer service information. The reports necessary under this chapter will be provided either in hard copy or electronically via the internet in a manner prescribed by the commission.