Md. Code Regs. 20.59.05.11

Current through Register Vol. 51, No. 22, November 1, 2024

Section 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.

Md. Code Regs. 20.59.05.11

Regulations .11 amended effective 49:5 Md. R.367, eff. 3/7/2022