20050107Press Release.pdf

IDAHO PUBLIC UTILITIES COMMISSION
Case No. PAC-04-7, Order No. 29679
January 6, 2005
Contact: Gene Fadness [phone]
Website: www.puc.idaho.2ov
PacifiCorp proposes to extend customer service standards
Boise - PacifiCorp, which does business in southeastern Idaho as Utah Power, proposes to make
minor changes in the customer guarantees and performance standards that were approved as part
of the 2000 merger between PacifiCorp and ScottishPower.
When the merger was approved, PacifiCorp agreed to a list of seven performance standards and
eight customer guarantees that began on Feb. 29, 2000, and would stay effective through March
, 2005. With the expiration date nearing, the company is proposing to voluntarily continue the
standards with slight modifications. PacifiCorp claims its customer guarantee program has
experienced a success rate of99.9 percent.
The customer guarantees include responding to customer needs within certain time frames in
areas such as restoring supply after outages, reconnecting disconnected customers, providing
new supply estimates, responding to billing inquiries, resolving meter problems and notifying
customers of planned shutoffs. Customers can receive financial credits if certain guarantees are
not met. PacifiCorp is proposing to eliminate a customer guarantee to respond to power quality
complaints within a certain time frame because the company claims it is rarely used and is
already covered by other customer guarantees.
The performance standards have to do with the company s ability to improve system-wide
reliability by reducing the number and duration of interruptions, improving under-performing
circuits and responding to telephone calls in a certain amount of time. The company is proposing
to adjust the service level for telephone response from 80 percent of calls answered in 20 seconds
to 80 percent of calls in 30 seconds. The company claims changing that standard complements
the company s focus on quality and provides customers service in line with service levels for
other electric utilities. The company also proposes changes to the complaint performance
standard to indicate that the company will respond to at least 95 percent of complaints received
at the Idaho Public Utilities Commission within 30 days.
The commission is taking comments on PacifiCorp s proposal. A complete copy of the proposal
can be accessed on the commission s Web site at www.puc.idaho.gov . Click on "File Room" and
then on "Electric Cases" and scroll down to the above case number. The application is also
available for public inspection at the commission s offices at 472 W. Washington St. in Boise.
Those wishing to submit comments must do so by no later than Jan. 19. Comments are accepted
via e-mail by accessing the commission s homepage at www.puc.idaho.gov and clicking on
Comments & Questions." Fill in the case number (PAC-04-7) and enter your comments.
Comments can also be mailed to P.O. Box 83720, Boise, ill 83720-0074 or faxed to (208) 334-
3762.