Electricity Distributors: Customer Service, Rate Classification and Non-Payment Risk
The OEB initiated a consultation process regarding issues associated with the provision of service by electricity distributors and the manner in which electricity distributors apply certain charges. The issues were identified from a variety of sources, including customer complaints, stakeholder enquiries, and a review by the OEB's Compliance Office of a representative sample of distributors' Conditions of Service.
The objective was to develop, and codify where appropriate, OEB policies relating to issues associated with the provision of service and application of charges by electricity distributors, with a view to ensuring consistent and fair treatment of electricity consumers across all electricity distributors.
This project considered the following 4 groups of issues:
Opening and closing of electricity accounts
Disconnection and reconnection policies associated with non-payment of account
Application of late payment charges
How distributors classify (and re-classify) customers
Consistency in the provision of Specific Services
Methodology to update and adjust Specific Services and associated charges
Methodology to update and adjust charges for non-standard utility services
Customer Non-Payment Risk (formerly EB-2007-0635)
Identifying whether risk mitigation tools that are currently available to distributors are adequate for the purpose of managing such risk and protecting ratepayers
Update as of November 2011
Code amendments related to customer classification and customer non-payment risk were approved by the Board on June 16, 2009.
Code amendments related to customer service rules were adopted by the Board on July 2, 2010, with further amendments approved on March 20, 2011, and they came into effect in stages between October 1, 2010 and October 1, 2011.