Customer Service Amendments to the Gas Distribution Access Rule (GDAR)

Case number
EB-2010-0280
Launched
Sector
Natural Gas
Status
Archived
Details

The objective of this initiative was to develop, where appropriate, customer service standards applicable to all customers of natural gas distributors including customer service rules tailored to low-income gas customers.

Customer service standards were developed to address the following areas:

i. Bill issuance and payment;
ii. Allocation of payments between gas and non-gas charges;
iii. Correction of billing errors;
iv. Equal payment and equal billing plans;
v. Disconnection for non-payment;
vi. Security deposits;
vii. Arrears management programs; and
viii. Management of customer accounts.

Updates

Date Issue / Document
March 28, 2013

The Board has issued a Notice of Final Amendments to the Gas Reporting and Record Keeping Requirements. The amendments deal with the uptake of residential and eligible low-income customer service policies for rate-regulated natural gas distributors and will come into force on July 1, 2013.

February 15, 2013

The Board has posted written comments in response to the Board’s Notice of proposed amendments to the Reporting and Record Keeping Requirements for natural gas distributors related to their customer service policies.

December 13, 2012

The Board has issued for comment a Notice of proposed amendments to the Reporting and Record Keeping Requirements for natural gas distributors related to their customer service policies.

July 30, 2012

The Board has posted written comments in response to the Board’s Notice of Proposal to Amend a Rule, Proposed Eligible Low-Customer Service Policy Amendments to the Gas Distribution Access Rule issued July 12, 2012.

July 12, 2012

The Board has issued for comment a Notice of Proposal to Amend a Rule, Proposed Eligible Low-Customer Service Policy Amendments to the Gas Distribution Access Rule.

June 14, 2012

The Board has posted additional written comments in response to the Board’s letter of March 1, 2012.

May 2, 2012

The Board has posted additional written comments from natural gas distributors in response to the Board’s letter of March 1, 2012.

April 2, 2012

The Board has posted written comments from natural gas distributors in response to the Board’s letter of March 1, 2012.

March 1, 2012

The Board has issued a letter inviting gas distributors to provide comments regarding the implementation of specific changes to their customer service policies with respect to low-income customers.

October 14, 2011

The Board has issued a Notice of Final Amendments to the Gas Distribution Access Rule. The amendments deal with residential customer service standards for rate-regulated natural gas distributors and will come into force on April 1, 2012.

September 7, 2011

The Board has posted written comments from interested parties in respect of the submissions from gas distributors posted on July 25, 2011.  

July 25, 2011

The Board has posted written submissions from natural gas distributors in which gas distributors have responded to the Board’s June 29, 2011 letter requesting:

  1. their input in developing low-income related customer service standards for rate-regulated gas distributors; and 
  2. that they document their current low-income related policies and practices and suggest new or modified policies that are appropriate for gas distributors.
July 22, 2011

The Board has posted written submissions from interested parties commenting on its Notice of Proposed Customer Service Amendments to the Gas Distribution Access Rule issued June 29, 2011.

June 29, 2011

The Board has issued a letter seeking input in developing low-income related customer service standards for rate-regulated gas distributors.

June 29, 2011

The Board has issued for comment a Notice of Proposal to Amend a Rule, Proposed Customer Service Amendments to the Gas Distribution Access Rule.

March 22, 2011

The Board has posted written submissions from interested parties commenting on natural gas distributors’ February 17, 2011 submissions. The gas distributors’ submissions were responding to the Board’s January 20, 2011 letter requesting: 1) gas distributors’ input in assessing the need for developing customer service standards for natural gas distributors; and 2) that gas distributors document their current customer service policies and practices and suggest new or modified policies that are appropriate for gas distributors.

February 18, 2011

The Board has posted written submissions from natural gas distributors in which gas distributors have responded to the Board’s January 20, 2011 letter requesting: 1) their input in assessing the need for developing customer service standards for natural gas distributors; and 2) that they document their current customer service policies and practices and suggest new or modified policies that are appropriate for gas distributors.

Interested parties have been invited to comment on the posted submissions by March 17, 2011.

January 20, 2011

The Board has issued a letter seeking input in assessing the need for developing customer service standards for natural gas distributors.

September 21, 2010

The Board has issued a letter initiating a consultation process to develop customer service rules for natural gas distributors.

September 6, 2010

The Board has issued a Notice of Final Amendments to the Gas Distribution Access Rule. The amendments deal with eligible low-income customer service standards for rate-regulated natural gas distributors and will come into force on January 1, 2013.

Cost Award Matters

Date Issue / Document
April 5, 2013

The Board has issued a Notice of Hearing on Cost Awards.

February 4, 2013

The Board has issued its Decision and Order on Cost Awards.

September 6, 2012

The Board has issued a Notice of Hearing for Cost Awards.

October 28, 2010

The Board has issued its decision on cost eligibility.

October 13, 2010

The Board has posted requests for cost eligibility and participation.