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HomeMy WebLinkAbout20041222Application.pdfRE CEIVED 2004 December PM 3:07 IDAHO PUBLIC UTILITIES COMMISSION . PACIFICORP PACIFIC POWER UTAH POWER December 2, 2004 Idaho Public Utilities Commission 472 West Washington Boise, ill 83702-5983 Attention:Jean D. Jewell Commission Secretary 825 E. Multnomah St. Portland, OR 97232 PA C~A- tJ LltJ Advice No. 04-10 - Case No. PAC-99-1 - Order No. 28213 Rule 25 - Customer Guarantees Schedule 300 - Regulation Charges Re: PacifiCorp (d.a. Utah Power & Light Company) hereby submits for electronic filing proposed tariff pages in legislative and regular formats associated with TarifflP.C. No. 28 of Utah Power & Light Company applicable to electric service in the State of Idaho. Ninth Revision of Sheet No. D. First Revision of Sheet No. 25R.Rule 25 Second Revision of Sheet No. 25R.2 Rule 25 First Revision of Sheet No. 25R.3 Rule 25 First Revision of Sheet No. 25R.4 Rule 25 Canceling Sheet No. 25R.Rule 25 Fifth Revision of Sheet No. 300.3 Schedule 300 Second Revision of Sheet No. 300.4 Schedule 300 Table of Contents - Rules Customer Guarantees Customer Guarantees Customer Guarantees Customer Guarantees Customer Guarantees Regulation Charges Regulation Charges The purpose of this filing is to revise the Company s Customer Guarantee Rule 25 and Schedule 300 upon the expiration of the Company s five-year merger commitment on March 31 , 2005. The Customer Guarantees, along with the terms and conditions surrounding the guarantees, were described in the above docket and detailed in the Company s Rule 25 and changes to Schedule 300 which were approved by the Commission. The requested effective date of the revisions to Rule 25 and Schedule 300 is April I , 2005. The Company is requesting approval of the proposed changes to Rule 25 and Schedule 300 by January 31, 2005 to allow sufficient time to train employees and make necessary system changes to reflect the revisions to the Customer Guarantee Program which would take effect April I 2005. ,. ~, J ,""" "U5C""" Proud Sponsor of the 200212004 U.S. Olympic Team PacifiCorp Advice No. 04- December 2, 2004 Page 2 The Company is also proposing changes to both the Network Performance Standards and the Customer Service Performance Standards described in the Direct Testimony of Bob Moir in the above docket. The effective date of these changes is also April 1, 2005. A description of the proposed Customer Guarantee Program and the Performance Standards Program is attached. Background At the time of the merger between PacifiCorp and ScottishPower, the Company agreed to implement seven Performance Standards and eight Customer Guarantees. The Performance Standards are described in detail on Pages 5 through 10 of Bob Moir s Direct Testimony in Case No. P AC-99-1. The Customer Guarantees are described in detail on Pages 11 through 15 of this same testimony. The Company committed to a five-year term for the program and began offering the Customer Guarantees to customers as of February 29, 2000. Improvements to network and customer service performance got underway at approximately the same time. The expiration of the five-year commitment for the Service Standards Program is March 31, 2005. The purpose behind the Service Standards Program was to improve service to customers and to emphasize to employees that customer service is a top priority. The Company has been very successful with the Customer Guarantees as demonstrated by Fiscal Year 2004 performance with more than 141 000 events, or "opportunities" to serve customers under the guarantees, and only 42 failures in Idaho. In other words, the Company s success rate in meeting th~ guarantee commitments in Idaho was 99.9% in Fiscal Year 2004. The same success rate was realized in Fiscal Year 2003. The Company has also been successful in making progress in meeting the performance standard commitments, as demonstrated by Fiscal Year 2003 and 2004 reports provided to the Commission and as demonstrated in the Company s annual Reliability Report. The Company is on track for meeting all of the performance standard targets by the end of the five-year commitment on March 31 , 2005. The Company s annual report on performance will be submitted by May 31 , 2005. In considering how to proceed after the five-year merger commitment expires, the Company made the determination that both the Customer Guarantee Program and the Performance Standards should be continued. This determination was based on the positive customer employee and regulatory feedback regarding the service standards, the process improvements that have resulted from the service standards, and a desire to maintain the Company s focus on providing excellent customer service to our Idaho customers. In deciding whether to continue the Customer Guarantee Program the Company also researched what other utilities were offering in terms of guarantees. In May 2004 the Company completed a survey of US utilities offering customer guarantees by reviewing Edison Electric Institute catalog of investor-owned electric utilities and obtaining customer guarantee information through each company s web site. Including PacifiCorp, 13 utilities offering customer guarantees were identified. The average guarantee payment is $23 and the average number of guarantees offered is 4.8. Attached is a list of the utilities included in the survey. PacifiCorp Advice No. 04- December 2, 2004 Page 3 Description of Modified Customer Guarantee Program Proposal The Company is proposing several changes to the current Customer Guarantee Program including improvements to the guarantees and the elimination of one guarantee. The intent is to simplify and enhance the program in some key areas, based on customer and employee feedback. The Company is proposing a three-year duration for the modified program, with an expiration date of March 31 , 2008. Prior to its expiration, the Company and Commission staff will review the efficacy of the program to determine what modifications should be made in the future. Under the modified program the Company will guarantee the following services: Restoring Supply After an Outage Meeting Appointments Connecting New Service Providing an Estimate Responding to Billing Inquiries Resolving Meter Problems Providing Notice on Planned Interruptions The modified guarantee program will apply to residential and small commercial customers only. Large commercial and industrial customers are actively managed by the Company s Corporate Account Managers and the Customer Guarantee payments are not meaningful to this group of customers. The Company will report performance in meeting these guarantees on an annual basis to both customers and the Commission. Shown below is a detailed description of the modified Customer Guarantee Program. Restoring Supply After an Outage - Proposed Customer Guarantee 1 The Company will continue the existing guarantee for restoring supply after an outage, and commits to restoring a customer s electric supply within 24 hours of being notified, with certain exceptions as shown in Rule 25. The Company is proposing to retain the guarantee for restoring supply after an outage and proposing to change the major event exemption to base it upon the most current Institute of Electrical and Electronics Engineers, Inc. (IEEE) major event exemption as developed by the IEEE P1366 industry working group. Currently, the major event exemption is spelled out in Rule 25 and largely based on IEEE's 1999 major event exemption. Of the utilities surveyed, only two in addition to PacifiCorp guaranteed restoration of supply after an outage. Both utilities include in their guarantee an exemption for major events .. . during storms , natural disasters, or other major events outside the company s controL.." or during . .. serious emergencies and/or storm conditions or when access is not available. PacifiCorp Advice No. 04- December 2, 2004 Page 4 Meeting Appointments - Proposed Customer Guarantee 2 In 2001 this customer guarantee was enhanced by offering the customer a morning appointment between the hours of 8 AM and 1 PM, or an afternoon appointment between the hours of Noon and 5 PM. To further enhance this guarantee, the Company is proposing to offer customers an appointment within a two-hour time window. Customers rated appointments highest in level of importance of all guarantees, and the proposed improvement to this guarantee will provide customers a higher level of service in the future. The results of our survey show that guaranteeing appointments is the most frequently offered guarantee. Twelve of the 13 utilities including PacifiCorp offer a guarantee for appointments. Switching on Power - Proposed Customer Guarantee 3 The Company is proposing that this guarantee be retained in a modified form. When this guarantee was implemented, the Company expanded the guarantee voluntarily to apply to reconnecting service that had been disconnected for nonpayment. As described in the testimony of Bob Moir and as outlined in the Company s Rule 25 on file with the Commission, this guarantee applies to "switching on power" and not to reconnection for nonpayment. In the future, the modified Customer Guarantee Program will include a specific exclusion for service that has been disconnected for nonpayment, subterfuge or theft/diversion of service. It should be notedthat as part of our internal procedures, the Company will strive to reconnect customers who have been disconnected for nonpayment within 24 hours after payment is received or payment arrangements are made, but no guarantee payment will apply for the service that has been disconnected for nonpayment. The customer who was disconnected for credit reasons did not meet their obligation with regard to making payment to the Company, and the Company will not be voluntarily offering guarantee credits in the future to customers who are disconnected for nonpayment. In addition, the Company will be providing a flat payment of $50 in the event of a guarantee failure for switching on power, rather than the current compounding of $25 every 12 hours beyond 24 hours, up to a maximum of $200. It has been our experience in administering this guarantee that generally customers who received the compounded payment were customers who needed the power at some future date and were not inconvenienced by any failure to turn the power on. In a typical situation a customer may call to have service turned on the first of the month, but the customer does not go to the site until a week later. At that time they find the service is not on and re-contact the Company, at which time service is connected. Prior to this the Company had no opportunity to correct the oversight for the customer. Of the utilities surveyed, five in addition to PacifiCorp offer a guarantee on service activation for existing service. The guarantee payments for this specific guarantee range from $10 to $100 averaging $42. As stated above, the Company is proposing a $50 failure payment for this guarantee. None of the utilities surveyed include compounding in their guarantee program. In addition, none of the utilities surveyed offer a guarantee for disconnection for nonpayment. PacifiCorp Advice No. 04-) 0 December 2, 2004 Page 5 Estimates for New Supply - Proposed Customer Guarantee 4 The Company proposes to continue the guarantee for estimates but in a simplified form. The guarantee currently is made up of three components: (a) Contacting the customer within two working days to set an appointment; (b) providing a ballpark estimate within 5 days of the appointment for jobs where no network changes are required; and ( c) providing a written estimate within 15 working days of the appointment for jobs where network changes are required. In order to simplify this guarantee and address the concerns of employees surrounding the complexity of this guarantee, the Company will limit the guarantee to providing a written estimate to customers within 15 working days of the appointment. The Company will retain as an internal target contacting the customer within two working days to establish an appointment, but the guarantee payment will focus on providing the customer a written estimate within 15 working days. For customers who only require a "ballpark" estimate the Company typically provides this information during early discussions with the customer, and a specific guarantee for this service is not required: We have not found any other utility offering a guarantee for providing an estimate for new supply. In addition, in the customer focus groups that were conducted to obtain feedback on the Customer Guarantee Program, this guarantee was not given a high priority. This is likely due to the fact that the customers who were part of the focus group did not see a need to use this guarantee with.any frequency, since it is only applicable to line extension requests. Nevertheless, we propose to continue to offer this guarantee in a simplified form due to the business improvements that have resulted in providing customers with an estimate within 15 working days. Responding to Bill Inquiries - Proposed Customer Guarantee 5 The Company will continue the existing guarantee for billing inquiries as it is currently written. Of the utilities surveyed, two in addition to PacifiCorp offer a guarantee on responding to billing . . InquIrIes. Resolving Meter Problems - Proposed Customer Guarantee 6 The Company is proposing a reduction in the amount of time provided to meet this guarantee from 15 working days to 10 working days. This will improve service to customers and is more closely aligned with the service that customers would like to receive from the Company in addressing meter problems. Of the utilities surveyed, two offer a guarantee on resolving meter problems. Notifying of Planned Interruptions ~ Proposed Customer Guarantee 7 This is an important guarantee for our customers although it is a labor intensive activity for our PacifiCorp Advice No. 04- December 2, 2004 Page 6 employees. To maintain a high level of service to customers but also provide the Company with more flexibility surrounding this guarantee, in the future the Company proposes to provide a minimum of two calendar days notification to customers of planned interruptions, instead of two working days notification as currently shown in Rule 25. The testimony of Bob Moir in Case No. P AC-99-1 did not indicate that working days notice would be required. The Company decided to provide two working days notice, however, this is less flexible than desired and we are now proposing two calendar days notice. Of the utilities surveyed, three in addition to PacifiCorp offer a guarantee on notice of planned interruptions. Description of Guarantee That Has Been Eliminated The Company is proposing to eliminate one guarantee after the five-year merger commitment expires. This will simplify the Customer Guarantee Program while still maintaining a robust program. Eliminate Responding to Power Quality Complaints - Existing Customer Guarantee 8 There were no failures for this guarantee in fiscal year 2004 or fiscal year 2003 in Idaho, and only 42 and 46 events or "opportunities" for failure in each respective year. Not only is this guarantee used infrequently, it is also confusing and somewhat redundant, since the Company has committed to respond to all complaints in a shorter time frame under existing CustomerPerformance Standard 7. This guarantee was ranked low in importance by PacifiCorp customers, and only one other utility offers a guarantee on power quality complaint response. In addition, the Company already provides a response to Commission complaints that are non-disconnect related within three business days, and a response to Commission complaints that are disconnect-or safety-related within four business hours. Description of Modified Network Performance Standard Proposal The Company is proposing that key Network Performance Standards be retained after the five- year merger commitment expires in order to continue improvements in system-wide reliability and to maintain responsiveness in the event of outages. The modified Network Performance Standards for Idaho are described below. Network Performance Standard 1 During the three-year period of the Modified Network Performance Standards Program, the Company will improve SAIDI results (system average sustained interruption duration index) by PacifiCorp Advice No. 04- December 2, 2004 Page 7 6% within the three years to achieve a targetl of SAID I of no more than 206.3 minutes. This target continues the improvement trend delivered previously. Network Performance Standard 2 During the three-year period of the Modified Network Performance Standards Program, the Company will improve SAIFI results (system average sustained interruption frequency index) by 6% within the three years to achieve a target2 of SAIFI of no more than 2.34 events. This target continues the improvement trend delivered previously. Network Performance Standard 3 The Company will continue to select a maximum of five under-performing circuits in Idaho on an annual basis and will undertake corrective measures to reduce the circuit performance indicator (CPI) by 200/0 within two years. The Company will expand the event inclusions to consider transmission and local transmission outage events, as well as events that meet the criteria of the IEEE major event definition discussed above. The Company believes this measure provides an important way to target circuit improvements for the benefit of customers. Network Performance Standard 4 The Company is proposing to continue to restore power outages due to a loss of supply or damage to the Company s distribution system on average to 80 percent of customers within three hours. This is an important way to target both reliability performance as well as the responsiveness of the Company to restore service for customers. Description of Network Performance Standard That Has Been Eliminated The Company will be eliminating the network performance standard relating to Momentary Average Interruption Frequency Index (MAIFI). The Company has been measuring this index by breaker counts but we have found that this does not result in an adequate measurement of MAIFI. Adding momentary detection to each circuit is cost-prohibitive and data-intensive to investigate using current technology. In the future the Company will manage momentary events within the delivery system and will rely on customer feedback to identify high momentary outage activity. I The target is developed by improving underlying performance by 6% (or 2% annually for 3 years). Underlying performance is day-to-day performance. Normalizing performance estimates were prepared previously in the development of merger commitment targets and inc1ude performance which exceeded performance thresholds from IEEE PI366-2003, but did not affect 10% of the customers within an operating area, and as such, were not filed for Major Event exc1usion. In Idaho 206.3 minutes is the sum of 167.4 underlying minutes and 38.9 normalizing minutes.2 The target is developed by improving underlying performance by 6% (or 2% annually for 3 years). Under1ying performance is day-to-day performance. Normalizing performance estimates were prepared previously in the development of merger commitment targets and inc1ude performance which exceeded performance thresholds from IEEE PI366-2003, but did not affect 10% of the customers within an operating area, and as such, were not filed for Major Event exc1usion. In Idaho 2.34 events is the sum of 2.07 underlying events and 0.27 normalizing events. PacifiCorp Advice No. 04- December 2, 2004 Page 8 Description of Modified Customer Service Performance Standards The Company is also proposing that the Customer Service Performance Standards, which expire at the end of the five-year merger commitment period, be modified and retained by the Company for a three-year period. The Company is proposing changes to both Customer Service Performance Standards. The Company is proposing the standard surrounding telephone performance be changed to adjust the service level for telephone response from 80% of calls answered in 20 seconds to 80% of calls answered in 30 seconds, and to focus on the quality of service that customers receive by monitoring customer satisfaction with the Company Customer Service Associates and the quality of response customers receive. The Company is also proposing changes to the complaint performance standard to indicate that the Company will respond to at least 95% of Commission complaints within the specified time frame given in the standard. This provision is consistent with the third component of existing Customer Service Performance Standard 7, which requires that at least 95% of complaints are resolved within 30 days. The Company will report performance on an annual basis for both measures. Customer Service Performance Standard 5 The Company is proposing as' a target for telephone service level performance to answer at least 80 percent of calls within 30 seconds. In addition, the Company will ensure that customers receive a high quality of response by monitoring customer satisfaction with the Company Customer Service Associates, and by monitoring the quality of response customers receive through our eQuality monitoring system. The Company has significantly improved telephone service levels since the ~erger. At the time of the merger about 80 percent of calls were answered in 45 seconds. Currently, about 80 percent of calls are answered in 20 seconds (80/20). Given today s environment with more complex issues within the electric utility industry and increasing call volumes, meeting this target is not without cost in terms of mandatory overtime and requiring non-customer service representatives to answer calls during periods of high call volume. At the same time, the perceived value that customers place on having their call answered 10 seconds sooner is negligible. According to focus group research conducted in 2000 when the Company s service level commitment was 80 percent of calls answered in 30 seconds (80/30), hold times were perceived as satisfactory and reasonable, especially when compared with customers ' experience with other companies' call centers. In response to the 20 second wait time , some customers felt concerned that quality of service might suffer in the haste to answer calls. In other customer research, PacifiCorp s customer satisfaction with hold times actually decreased from 70.4% to 69.9% following the move from 80/30 to 80/20. A service level goal of 80 percent of calls answered within 30 seconds complements the Company s focus on quality and provides customers with service in line with service levels for other electric utilities. A survey of 61 utilities in 2003 indicated that 80/30 was the most common service level , with the average service level being approximately 70 percent of calls answered within 30 seconds. PacifiCorp Advice No. 04- December 2, 2004 Page 9 To complement the 80/30 service level, the Company will be monitoring customer satisfaction with Customer Service Associates to ensure that high lev~ls of satisfaction continue. Currently, about 90% percent of customers report overall satisfaction with the Company s Customer Service Associates. The Company will also be the monitoring the quality of response received by customers through the Company s eQuality monitoring system. Customer Service Performance Standard 6 The Company is also proposing changes to the Customer Service Performance Standard covering complaint response and resolution to indicate that the Company will respond to at least 95% of non-disconnect complaints within three working days, and at least 95% of disconnect complaints within four working hours. This provision is consistent with the third component of the existing performance standard which requires that at least 95% of complaints are resolved within 30 days. The current performance standard includes three components: responding to non-disconnect complaints within three business days; responding to disconnect complaints within four business hours; and resolving 95 percent of complaints within 30 days. The first two components should also include a 95 percent completion target which will allow for an occasional missed response within the time frame, but still provide excellent service to customers. The omission of the 95 percent target was an oversight at the time this performance standard was implemented, and the Company proposes the target be revised to allow for 95 percent completion for complaint responses. It is respectfully requested that all formal correspondence and Staff requests regarding this filing be addressed to: Bye-mail (preferred):datarequest (g) pacificorp .com By regular mail:Data Request Response Center PacifiCorp 825 NE Multnomah, Suite 800 Portland, Oregon, 97232 By fax:(503) 813-6060 Informal questions should be directed to Carole Rockney at (503) 813-7408. Sincerely, D. Douglas Larson Vice President, Regulation ./ ' )l../L,."" '~L- ,1 ;/ . j, (, J- .I /(,It- Enclosures Proposed Customer Guarantees Effective April , 2005 Customer Guarantee 1: Restoring Supply After an Outage Customer Guarantee 2: Appointments Customer Guarantee 3: Switching on Power Customer Guarantee 4: Estimates For New Supply Customer Guarantee 5: Respond To Billing Inquiries Customer Guarantee 6: Resolving Meter Problems Customer Guarantee 7: Notification of Planned Interruptions The Company will restore supply after an outage within 24 hours of notification with certain exceptions as described in Rule 25. The Company will keep mutually agreed upon appointments which will be scheduled within a two-hour time window. The Company will switch on power within 24 hours of the customer or applicant's request, provided no construction is required, all government inspections are met and communicated to the Company and required payments are made. Disconnection for nonpayment, subterfuge or theft/diversion of service are excluded. The Company will provide an estimate for new supply to the applicant or customer within 15 working days after the initial meeting and all necessary information is provided to the Company. The Company will respond to most billing inquiries at the time of the initial contact. For those that require further investigation the Company will investigate and respond to the Customer within 10 working days. The Company will investigate and respond to reported problems with a meter or conduct a meter test and report results to the customer within 10 working days. The Company will provide the customer with at least two days notice prior to turning off power for planned interruptions. Note: See Rule 25 for a complete description of terms and conditions for the Customer Guarantee Program. Proposed Performance Standards Effective April , 2005 Network Performance Standard Improve System Average Interruption Duration Index (SAIDI) Network Performance Standard 2: Improve System Average Interruption Frequency Index (SAIFI) Network Performance Standard 3: Improve Under Performing Circuits Network Performance Standard 4: Supply Restoration Customer Service Performance Standard 5: Telephone Service Level Customer Service Performance Standard 6: Commission Complaint Response/Resolution The Company will improve SAIDI by 6% by March 31 , 2008. The Company will improve SAIFI by 60/0 by March 31, 2008. The Company will reduce by 20% the circuit performance indicator (CPI) for a maximum of five under performing circuits on an annual basis within two years after selection. The Company will restore power outages due to loss of supply or damage to the distribution system on average to 80% of customers within three hours. The Company will answer 80% of telephone calls within 30 seconds. The Company will monitor customer satisfaction with the Company s Customer Service Associates and quality of response received by customers through the Company s eQuality monitoring system. The Company will respond to at least 95%. of non disconnect Commission complaints within three working days and will respond to at least 95% of disconnect Commission complaints within four working hours. The Company will resolve at least 95% of Commission complaints within 30 days. US Electric Utilities with Customer Guarantee Programs May 2004 Survey Of EEl's Catalog of Investor Owned Utilities Utility Service Territory Central Maine Power Maine Central Vermont Vennont Conectiv Power Delivery New Jersey, Maryland; Delaware and Virginia Duquesne Pi Us burgh, Pennsy I vani a New York State Gas & Electric Upstate New York Nstar Eastern Massachusetts Orange & Rockland NE Suburb of New York City Otter tail North Dakota, South Dakota, and Minnesota Pacific Gas & Electric Northern and Central California Pennsylvania Power & Light Pennsylvania Puget Sound Energy Northern and Central Washington Rochester Gas & Electric Rochester, New York Blah!.V C. No. 28 Ninth Revision of Sheet No. D. CanceJing,!!,ghth Revision of Sheet No. D. ELECTRIC SERVICE REGULATIONS STATE OF IDAHO Table of Contents Regulation No.Subject Sheet No. General Provisions Sheet No. lR. General Definitions Sheet Nos. 2R.! - 2R.4 Electric Service Agreements Sheet Nos. 3R.1 - 3R. Supply and Use of Service Sheet Nos. 4R.l - 4R. Customer s Installation Sheet Nos. 5R.1 - 5R.4 Company s Installation Sheet No.6R. Metering Sheet Nos. 7R.l - 7R. Billings Sheet Nos. 8R.! - 8R. Deposits and Advance Payments Sheet Nos. 9R.l - 9R.4 Tennination of Service and Payment Sheet Nos. lOR.1 - 10R. Arrangements Taxes Sheet No. 11R. Line Extensions Sheet No. 12R.l - 12R. Curtailment Plan for Electric Energy Sheet Nos. 13R.1 - 13R. Customer Guarantees Sheet Nos. 25R.1 - 25R.4 Electric Service Regulations are not necessarily reprinted when new Electric Service Schedules are issued. Therefore, Regulations from prior tariffs should be retained until updated. When a Regulation is updated it will be given the same tariff number as the Electric Service Schedules in effect at the time of the update. Submitted Under Advice No. 04- ISSUED: December 2, 2004 EFFECTIVE: April!, 2005 urahHI!!V I.P.C. No. 28 First Revision of Sheet No. 25R. Canceling Original Sheet No. 25R. ELECTRIC SERVICE REGULATION NO. STATE OF IDAHO GENERAL RULES AND REGULATIONS CUSTOMER GUARANTEES This Rule provides general terms and conditions for the Company s Customer Guarantees which are applicable to all active metered residential, Schedule 23 and Schedule 23A Customers or Applicants utilizing the services of the Company. CUSTOMER GUARANTEE CREDIT: For failure to meet a Customer Guarantee for Customer Guarantees 1 and 7, Customers must make a claim for compensation. Valid compensation claims for Customer Guarantees 1 and 7 submitted within 30 days of the date of an outage will be credited to the Customer s account. If the Company fails to meet a Customer Guarantee for Customer Guarantees 2 through 6, the credit will automatically be applied to the Customer s account. Where a Customer Guarantee applies to an Applicant, the Company will mail the guarantee payment to the Applicant. See Schedule 300 for a description of the Customer Guarantee credits. DESCRIPTION OF CUSTOMER GUARANTEES: (a) Customer Guarantee 1: Restoring Supply After An Outage In the event of an outage, the Company will restore a Customer s electric supply within 24 hours of being notified except where: (1) (2) (3) The Customer agreed to remain without supply; The Company offered the Customer ~ generator as an alternative means of supply; There were problems or safety-related issues with the Customer internal equipment; or SpeCialized equipment was required to restore the supply. *(4) * Also see General Exceptions. (Continued) Submitted Under Advice No. 04- ISSUED: December 2, 2004 EFFECTIVE: April 1, 2005 utah nlDlJU' C. No. 28 Second Revision of Sheet No. 25R. Canceling First Revision of Sheet No. 25R. DESCRIPTION OF CUSTOMER GUARANTEES: (continued) To receive a credit, a Customer must make a claim for compensation within 30 calendar days of the date of the outage. (b) Customer Guarantee 2: Appointments The Company will provide the Customer or Applicant with a mutually agreed upon two- hour window for appointments regarding the Customer or Applicant's electric supply and will arrive within this timeframe except where: (1) (2) (3) The Customer or Applicant canceled the appointment; The Customer or Applicant failed to keep the appointment; or The Company rescheduled the appointment with at least 24 hours of notice. * * Also see General Exceptions. (c) Customer Guarantee 3: Switching On Power The Company will switch on power for an Applicant or Customer within 24 hours of the request provided no construction is required, all government inspections are met and communicated to the Company, and required payments or payment arrangements are made except where: (2) (3) Service has been disconnected for nonpayment, subterfuge or theft/diversion of serVIce; The Customer or Applicant canceled the request; or The Customer Applicant's own equipment is the cause for the Customer not having power. * (1) * Also see General Exceptions. (d) Customer Guarantee 4: Estimates For New Supply An estimate for new supply will be provided to the Applicant or Cust9mer within working days after the initial meeting and all necessary information . is provided and any required payment is made. * Also see General Exceptions. (Continued) Submitted Under Advice No. 04- ISSUED: December 2, 2004 EFFECTIVE: April 1, 2005 ulahnlAlIr I.P.C. No. 28 First Revision of Sheet No. 25R. Canceling Original Sheet No. 25R. DESCRIPTION OF CUSTOMER GUARANTEES: (continued) (e) Customer Guarantee 5: Responding To Bill Inquiries The Company will respond to most billing inquiries at the time of the initial contact from the Customer. For those inquiries that require further investigation, the Company will investigate and respond to the Customer as soon as possible or at least within 10 working days. (I) Customer Guarantee 6: Resolving Meter Problems The Company will investigate and respond to reported problems with a Customer s meter, or conduct a meter test and report the results to the Customer, within 10 working days. If more than one requested test is made in twelve months, the Customer will pay in advance a charge as specified in Schedule 300. (g) Customer Guarantee 7: Notifying Of Planned Interruptions The Company will provide the Customer with at least two days notice prior to turning off power for planned interruptions except where: (5) (6) The Customer agreed to less than two days notice; The interruption was due to work on meters or a meter test; The interruption was a momentary interruption of less than 5 minutes; Pennanent repairs were carried out within three working days of completing temporary repairs following an unplanned interruption; The Customer was notified of a planned interruption which did not occur; or The safety of the public, Company personnel or imminent failure of Company equipment is a factor leading to an immediate interruption to carry out repair work. (1) (2) (3) (4) * Also see General Exceptions To receive a credit, a Customer must make a claim for compensation within 30 calendar days of the date of the planned interruption. (Continued) Submitted Under Advice No. 04- ISSUED: December 2, 2004 EFFECTIVE: April 1 , 2005 ulilhnl!!lr C. No. 28 First Revision of Sheet No. 25R. Canceling Original Sheet No. 25R. GENERAL EXCEPTIONS: Payment for the failure to meet a Customer Guarantee shall not be made if any of the following general exceptions occur: (1). The Customer or Applicant canceled the request and/or did not keep the appointment. This will include the Customer or Applicant notifying the Company they did not want the Company to start action, or take any further action. The Customer or Applicant agreed that the action taken by the Company met therequirements of the guarantee. The Customer or Applicant did not provide necessary information or supplied incorrect information. Inability to access Company, Customer or Applicant's facilities beyond the control of theCompany. An action or default by someone other than a Company employee that is outside of the Company s control, for example, road closures. Major events, such as storms, as currently defined by the Institute of Electrical and Electronics Engineers, Inc. (IEEE). Instances where resources required to meet the guarantees were re-deployed to restore supplies during a major event in another operating area or utility. Safety-related issues which preclude the Company from meeting the guarantees. Causes related to force majeure, which include but are not limited to: injunction or other decree or order of any court or governmental agency having jurisdiction, strikes or other labor disputes such as lockouts, slowdowns or work stoppages, sabotage, riot insurrection acts of the public enemy, fire, flood, explosion, extraordinary action of the elements, earthquake or other acts of God, or accidental destruction of or damage to facilities. (2) (3) (4) (5) (6) (7) (8) (9) Submitted Under Advice No. 04- ISSUED: December 2, 2004 EFFECTIVE: April 1 , 2005 ulahlier C. No. 28 Fifth Revision of Sheet No. 300. Canceling Fourth Revision of Sheet No. 300. ELECTRIC SERVICE SCHEDULE NO. 300 - Continued Sheet No 12R.3 Description Facilities Charges Facilities Installed at Customer s Expense Facilities Installed at Company s Expense 12RA Residential Extension Advance 12R.Non-residential Extension Advance 12R. 11 Temporary Service Charge: Service Drop and Meter only (Charge is for connection and disconnecti on) 12R.Contract Administration Allowance 25R.Customer Guarantee Credit Restoring Supply After an Outage For each additional 12 hours 25R.Customer Guarantee Credit 2: Appointments 25R.Customer Guarantee Credit 3: Switching on Power 25R.Customer Guarantee Credit 4: Estimates for New Supply Charge 67% per month 67% per month Cost in excess of transformers meter and service installation. Cost in excess of $90 per kW of estimated demand. Single phase: $ 85. Three phase: $115. $250 $50. $25. $50. $50. $50. Submitted Under Advice No. 04- ISSUED: December 2, 2004 EFFECTIVE: April 1 , 2005 BlahRia C. No. 28 Second Revision of Sheet No. 300. Canceling First Revision of Sheet No. 300. ELECTRIC SERVICE SCHEDULE NO. 300 - Continued Sheet No 25R. Descri pti on Customer Guarantee Credit 5: Responding to Bill Inquiries Charge $50. 25R.Customer Guarantee Credit 6: Resolving Meter Problems $50. 25R.3 Customer Guarantee Credit 7: Notifying of Planned Interruptions $50. Submitted Under Advice No. 04- ISSUED: December 2, 2004 EFFECTIVE: April 1 , 2005 Blah 1!!I1 C. No. 28 NinthEighth Revision of Sheet No. D. Cancelin~hthSeventh Revision of Sheet No. D. ELECTRIC SERVICE REGULATIONS STATE OF IDAHO Table of Contents Regulation No.Subject Sheet No. General Provisions Sheet No. 1R. General Definitions Sheet Nos. 2R.1 - 2RA Electric Service Agreements Sheet Nos. 3R.1 - 3R.3 Supply and Use of Service Sheet Nos. 4R.1 .;. 4R. Customer s Installation Sheet Nos. 5R.1 - 5RA Company s Installation Sheet No. 6R. Metering Sheet Nos. 7R.1 - 7R. Billings Sheet Nos. 8R.l - 8R. Deposits and Advance Payments Sheet Nos. 9R.1 - 9RA Tennmation of Service and Payment Sheet Nos. lOR. 1 - 10R. Arran gements Taxes Sheet No. 11R. Line Extensions Sheet No. 12R.1 - 12R. Curtailment Plan for Electric Energy Sheet Nos. 13R.1 - 13R. Customer Guarantees Sheet Nos. 25R.1 - 25R. Electric Service Regulations are not necessarily reprinted when new Electric Service Schedules are issued. Therefore, Regulations from prior tariffs should be retained until updated. When a Regulation is updated it will be given the same tariff number as the Electric Service Schedules in effect at the time of the update. I Submitted Under Advice No. 04-1000 06 ISSUED: December 2. 2004July 1/1 , 2000 EFFECTIVE: April 1. 2005,'\ugust 15, 2000 utah ngJY!r C. No. 28 First Revision of Sheet No. 25R. Cancelin Original Sheet No. 25R. ELECTRIC SERVICE REGULATION NO. , STATE OF IDAHO GENERAL RULES AND REGULATIONS CUSTOMER GUARANTEES This Rule provides general terms and conditions for the Company s Customer Guarantees which are I applicable to all active metered residential. Schedule 23 and Schedule 23A Customers or Applicants utilizing the services of the Company. CUSTOMER GUARANTEE CREDIT: For failure to meet a Customer Guarantee for Customer Guarantees 1 and 7, Customers must make a claim for compensation. Valid compensation claims for Customer Guarantees 1 and 7 submitted within 30 days of the date of an outage will be credited to the Customer s account. If the Company fails to meet a Customer Guarantee for Customer Guarantees 2 through 6 and Customer Guarantee 8 the credit will automatically be applied to the Customer s account. Where a Customer Guarantee applies to an Applicant, the Company will mail the guarantee payment to the Applicant. See Schedule 300 for a description of the Customer Guarantee credits. DESCRIPTION OF CUSTOMER GUARANTEES: (a) Customer Guarantee 1: Restoring Supply After An Outage In the event of an outage, the Company will restore a Customer s electric supply within 24 hours of being notified except where: (1) (2) (3) The Customer agreed to remain without supply; The Company offered the Customer a generator as an alternative means of supply; There were problems or safety-related issues with the Customer internal equipment; or Specialized equipment was required to restore the supply. *(4) * Also see General Exceptions. (Continued) I Submitted Under Advice No. 04-1000 04 ISSUED: December 2. 2004l\1ay .11, 2000 EFFECTIVE: April!. 200SJuly 1, 2000 ulahngaV C. No. 28 SecondlLiFst Revision of Sheet No. 25R. Canceling First Revision of Original Sheet No. 25R. DESCRIPTION OF CUSTOMER GUARANTEES: (continued) To receive a credit, a Customer must make a claim for compensation within 30 calendar days of the date of the outage. (b) Customer Guarantee 2: Appointments The Company will provide the Customer or Applicant with a mutually agreed upon two- hour window for appointments regarding the Customer or Applicant s electric supply and will arrive within this timeframe keep all mutually agreed upon appointments \-' Customer or the l..pplicant regarding the Customer or ...pplicant's electric supply except where: (1) (2) (3) The Customer or Applicant canceled the appointment; The Customer or Applicant failed to keep the appointment; or The Company rescheduled the appointment with at least 24 hours of notice. * * Also see General Exceptions. (c) Customer Guarantee 3: Switching On Power The Company will switch on power for an Applicant or Customer within 24 hours of the request provided no construction is required, all government inspections are met and communicated to the Company, and required payments or payment arrangements are made except where: (~l) Q~) Service has been disconnected for non avment subterfu e or theft/diversion of service The Customer or Applicant canceled the request; or The Customer Applicant s own equipment is the cause for the Customer not having power. The Customer or Applicant must notify the Company of any failure to switch OR power as requested .'.'ithin a reasonable time frame. .n affected Customer or Applicant ,-,'ill received a maximum amount of $200 under thi~; Guarantee. * Also see General Exceptions. (d) Customer Guarantee 4: Estimates For New Supply \Vithin t'.\'o 'vorking days from ~m ...pplicant or Customer ' ~~ request to provide nevI supply, the Company will arrange a luutually agreed upon appointlnent to discu~~s an estimate. If no altcration~~ to the Company s network are required, an estimate will be provided to the Applicant or Cu~;tomer '.vithin fi':e working days after the initiallueeting and all necessary information is pro'.'ided. If alterations to the Company ~~ network are required, aAn estimate for new supply will be provided to the Applicant or Customer within 15 working days after the initial meeting and all necessary infonnation is provided and any required payment is made \ credit wi1l not be provided v,rhere: I Submitted Under Advice No. 04-1001 05 ISSUED: December 2, 2004February 22, 2001 EFFECTIVE: April 1. 200SFebruary 22, 200 1 utah HIIlII' I.P.C. No. 28 SecondFirst Revision of Sheet No. 25R. Canceling First Revision o Original Sheet No. 25R. (1) (2) The Customer or i\pplicant canceled the appointment The Customer or Applicant failed to keep the appointment (Continued) I Submitted Under Advice No. 04-1001 05 ISSUED: December 2. 2004Febraary 22 , 2001 EFFECTIVE: April L 2005February 22. 2001 Blah gM!!r C. No. 28 First Revision of Sheet No. 25R. Cance1in Original Sheet No. 25R. DESCRIPTION OF CUSTOMER GUARANTEES: (continued) (d) Customer Cuarontee 4: Estimates For New Supply (continued) (3) (4) The Company was unable to contact the Cw;tomer or Applicant at the addre~;s or telephone number proyided by the Customer or Applicant; or The Company rescheduled the appointment with at least 2,1 hours of notice. * * Also see General Exceptions. (e) Customer Guarantee 5: Responding To Bill Inquiries The Company will respond to most billil1g inquiries at the time of the initial contact from the Customer. For those inquiries that require further investigation, the Company will investigate and respond to the Customer as soon as possible or at least within 10 working days. (f) Customer Guarantee 6: Resolving Meter Problems The Company will investigate and respond to reported problems with a Customer s meter or conduct a meter test and report the results to the Customer, within lQ~ working days. more than one requested test is made in twelve months, the Customer will pay in advance a charge as specified in Schedule 300. (g) Customer Guarantee 7: Notifying Of Planned Interruptions The Company will provide the Customer with at least two working days notice prior to turning off power for planned interruptions except where: (1) (2) (3) (4) The Customer agreed to less than two ,'orking d ays notice; The interruption was due to work on meters or a meter test; The interruption was a momentary interruption of less than 5 minutes; Permanent repairs were carried out within three working days of completing temporary repairs follo~ing an unplanned interruption; The Customer was notIfied of a planned interruption which did not occur; or The safety of the public, Company personnel or imminent failure of Company equipment is a factor leading to an immediate interruption to carry out repair work. (5) (6) * Also see General Exceptions (Continued) I Submitted Under Advice No. 04-1000 04 ISSUED: December 2,200414(1)' 11,2000 EFFECTIVE: April!, 200SJuly 1, 2000 utah ngJD C. No. 28 First Revision of Sheet No. 25R. CanceJine:Original Sheet No. 25R. DESCRIPTION OF CUSTOl\iER CU.RANTEES: (continued) To receive a credit, a Customer must make a claim for compensation within 30 calendar days of the date of the planned interruption. (h) Customer Cuurantee 8: Responding To Po\\'cr Quality CoAlplaiats The Company 'vill begin an investigation of a Po','cr quality complaint and respond to the Customer within ~;even 'Norking days or explain a kno\.\'n problem to the Cu~;tomer 'tvithin five '..orking days. GENERAL EX CEPTI 0 NS: Payment for the failure to meet a Customer Guarantee shall not be made if any of the following general exceptions occur: (1) (2) (3) (4) (5) (6) (7) The Customer or Applicant canceled the request and/or did not keep the appointment. This will include the Customer or Applicant notifying the Company they did not want the Company to start action, or take any further action. The Customer or Applicant agreed that the action taken by the Company met the requirements of the guarantee. The Customer or Applicant did not provide necessary infonnation or supplied incorrect information. Inability to access Company, Customer or Applicanf s facilities beyond the control of theCompany. An action or default by someone other than a Company employee that is outside of the Company s control, for example, road closures. Major events, such as storms, as currently defined bv the Institute of Electrical and Electronics Engineers, Inc. (IEEE) Instances where resources required to meet the guarantees were re-deployed to restore supplies during a major event in another operating area or utility. Safety-related issues which preclude the Company from meeting the guarantees. Causes related to force majeure, which include but are not limited to: injunction or other decree or order of any court or governmental agency having jurisdiction, strikes or other labor disputes such as lockouts, slowdowns or work stoppages, sabotage, riot insurrection acts of the public enemy, fire, flood, explosion, extraordinary action of the elements earthquake or other acts of God, or accidental destruction of or damage to facilities. (8) (9) (Continued) I Submitted Under Advice No. 04-1000 0.1 ISSUED: December 2, 2004JVlay 11 2000 EFFECTIVE: April 1. 2005July 1, 2000 ulahn!!!1r I.P.C. No. 28 Original Sheet No 25R DEFINITIONS Major Events for purposes of this rule are defined as: A catastrophic event 'vhich can: .Exceed the design limits of the electric pov;er system, or .Cause extensive damage to the electric power system, or Result in more than 10% of customer:; in an operating area 10:;in;; supply. I Submitted Under Advice No. 04-1000 0,1 ISSUED: December 2. 20041vlay 11,2000 EFFECTIVE: April 1. 2005July 1,2000 Blah ngBlII C. No. 28 FifthFmirth Revision of Sheet No. 300. Canceling FourtbThird Revision of Sheet No. 300. ELECTRIC SERVICE SCHEDULE NO. 300 - Continued Sheet No 12R.3 12RA 12R. 12R. 11 12R. 25R. Description Facilities Charges Facilities Installed at Customer s Expense Facilities Installed at Company s Expense Charge 67% per month 67% per month Residential Extension Advance Cost in excess of transformers meter and service installation. Non-residential Extension Advance Cost in excess of $90 per k W of estimated demand. Temporary Service Charge: Service Drop and Meter only (Charge is for connection and disconnection) Single phase: $ 85. Three phase: $115. Contract Administration Allowance $250 Customer Guarantee Credit 1: Restoring Supply After an Outage Res;identiu.l Non Residential For each additional 12 hours $50. $100. $25. 25R. 25R. 25R. Customer Guarantee Credit 2: Appointments $50. Customer Guarantee Credit 3: Switching on Power $50. For each additional 12 hours Up to a maximum of $25. $200. Customer Guarantee Credit 4: Estimates for New Supply $50. I Submitted Under Advice No. 04-10A,ppJication No. P:\C E 02 6 ISSUED: December 2, 20040ctober 3 2002 EFFECTIVE: April 1, 2005December 1 , 2002 ulahn!!lV C. No. 28 SecondFiFst Revision of Sheet No. 300. Canceling First Revision ofOrigiflal Sheet No. 300. ELECTRIC SERVICE SCHEDULE NO. 300 - Continued Sheet No 25R.2 Description Customer Guarantee Credit 5: Responding to Bill Inquiries Charge $50. 25R.Customer Guarantee Credit 6: Resolving Meter Problems $50. 25R.3 Customer Guarantee Credit 7: Notifying of Planned Interruptions $50. Re~;idential Non residential $50. $100. 25R Customer Guarantee Credit 8: Re~;ponding to Po'lier Quality Complaint~)$50. I Submitted Under Advice No. 04-10Applicution No. PAC E 02 6 ISSUED: December 2. 20040ctobc.r 3 2002 EFFECTIVE: April 1, 2005December 4 2002