The annual service quality report must include a detailed report on complaints by customer class and calendar month, including at least the following information:
the number and percentage of complaints alleging billing errors, inaccurate metering, wrongful disconnection, high bills, inadequate service, and the number involving service-extension intervals, service-restoration intervals, and any other identifiable subject matter involved in five percent or more of customer complaints;
the number and percentage of complaints resolved upon initial inquiry, within ten days, and longer than ten days;
the number and percentage of all complaints resolved by taking any of the following actions:
providing the customer with information that demonstrates that the situation complained of is not reasonably within the control of the utility; or
the number of complaints forwarded to the utility by the commission's Consumer Affairs Office for further investigation and action.
MS s 216B.81
27 SR 1174
February 13, 2003
Official Publication of the State of Minnesota
Revisor of Statutes