Rule 003: Service Standards for Energy Service Providers

Consultation has concluded

The Commission approved changes to Rule 003: Service Quality Reporting for Energy Service Providers on December 16, 2020. The documents related to the release of the current Rule 003 can be found under Consultation documents on the right-hand side of the page.

Please note, discussions under this project are now closed. Detailed information on revised Rule 003 including stakeholder comments matrix has been posted on the AUC website under Consultation for Rule 003 - Service Quality Reporting for Energy Service Providers.

The Commission approved changes to Rule 003: Service Quality Reporting for Energy Service Providers on December 16, 2020. The documents related to the release of the current Rule 003 can be found under Consultation documents on the right-hand side of the page.

Please note, discussions under this project are now closed. Detailed information on revised Rule 003 including stakeholder comments matrix has been posted on the AUC website under Consultation for Rule 003 - Service Quality Reporting for Energy Service Providers.

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    Definition of ‘customer care centre’ has been proposed for this section. Please provide your feedback on this definition and whether it captures your company's customer care operations.

    (c)        “customer care centre” means a centralized department from which all customer interactions across various channels (e.g., apps, chat, email, telephone, social media and website) are managed. A customer care centre may include a call centre and a contact center.

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    AUC staff invites you to provide your comments, if any, on the following proposed amendments to Section 2:

    2.1 Rule 003 annual report

    (1) A Rule 003 annual report, reporting on customer care and support, billing and customer satisfaction             measures, and any qualitative information to explain any trends, corrective action plans and reasons      for variances in performance or outcomes, must be filed by the last day of February following the end of     the calendar year.

    (2) A RSP is encouraged to include in its Rule 003 annual report the matters set out in sections 3.1 to 3.3

    2.2 Unexpected events

    When an unexpected event occurs, the RSP must, using all reasonable efforts, notify the Commission within one business day, and in any event, no later than three business days, of becoming aware of the event.

    2.3 Material changes

    The RSP must notify the Commission of any proposed material change to the RSP’s internal business practices and provide an explanation for the proposed change prior to implementing such a change.

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    Within the proposed amendments to Section 3, a RSP is required to report on subsections 3.1, 3.2 and 3.3, however, the content included under these subsections are suggestions of what you are encouraged to include at a high level in your Rule 003 annual report. 

    AUC staff invites you to provide your comments, if any, on the amendments to Section 3.

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    AUC staff invites you to provide any additional comments, if any, on the proposed amendments to Rule 003.

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