Minnesota Administrative Rules

CHAPTER 7826, ELECTRIC UTILITY STANDARDS

PUBLIC UTILITIES COMMISSION

7826.0100 APPLICABILITY.

This chapter applies to all persons, corporations, or other legal entities engaged in the retail distribution of electric service to the public, with the following exceptions:

A.

cooperative electric associations;

B.

municipal utilities;

C.

persons distributing electricity only to tenants or cooperative or condominium owners in buildings owned, leased, or operated by those persons;

D.

persons distributing electricity only to occupants of a manufactured home or trailer park owned, leased, or operated by those persons; and

E.

persons distributing electricity to fewer than 25 persons.

Statutory Authority:

MS s 216B.81

History:

27 SR 1174

Published Electronically:

February 13, 2003

7826.0200 DEFINITIONS.

Subpart 1.

Scope.

The terms used in this chapter have the meanings given them in this part.

Subp. 2.

Bulk power supply facility.

"Bulk power supply facility" means the interconnected system that encompasses the electric generation resource, transmission lines, transmission substations, and associated equipment that, upon a total, simultaneous, and sustained interruption, disrupts service to all distribution feeders exiting that substation when those distribution feeders do not have service restoration interconnections with alternate sources.

Subp. 3.

Cold weather rule.

"Cold weather rule" means the set of protections against disconnection during the heating season set forth in Minnesota Statutes, sections 216B.096 and 216B.097.

Subp. 4.

Customer average interruption duration index or CAIDI.

"Customer average interruption duration index" or "CAIDI" means the average customer-minutes of interruption per customer interruption. It approximates the average length of time required to complete service restoration. It is determined by dividing the annual sum of all customer-minutes of interruption durations by the annual number of customer interruptions, using storm-normalized data.

Subp. 5.

Customer complaint.

"Customer complaint" means any call center communication by a utility customer in which the customer states a grievance related to the utility's provision of service to that customer.

Subp. 6.

Interruption.

"Interruption" means an interruption of service to a customer with a duration greater than five minutes.

Subp. 7.

Major service interruption.

"Major service interruption" means an interruption of service at the feeder level or above and affecting 500 or more customers for one or more hours.

Subp. 8.

Resolved.

"Resolved," used in regard to customer complaints, means that the utility has examined the complainant's claims, conducted any necessary investigation, and done one of the following:

A.

taken the action the customer requests;

B.

taken an action the customer and the utility agree is an acceptable compromise;

C.

provided the customer with information that demonstrates that the situation complained of is not reasonably within the control of the utility; or

D.

refused to take the action the customer requested and communicated that refusal to the customer.

Subp. 9.

Storm-normalized data.

"Storm-normalized data" means data that has been adjusted to neutralize the effects of outages due to major storms.

Subp. 10.

System average interruption duration index or SAIDI.

"System average interruption duration index" or "SAIDI" means the average customer-minutes of interruption per customer. It is determined by dividing the annual sum of customer-minutes of interruption by the average number of customers served during the year, using storm-normalized data.

Subp. 11.

System average interruption frequency index or SAIFI.

"System average interruption frequency index" or "SAIFI" means the average number of interruptions per customer per year. It is determined by dividing the total annual number of customer interruptions by the average number of customers served during the year, using storm-normalized data.

Subp. 12.

Utility.

"Utility" means any person, corporation, or other legal entity engaged in the retail distribution of electric service to the public, with the following exceptions:

A.

cooperative electric associations;

B.

municipal utilities;

C.

persons distributing electricity only to tenants or cooperative or condominium owners in buildings owned, leased, or operated by those persons;

D.

persons distributing electricity only to occupants of a manufactured home or trailer park owned, leased, or operated by those persons; and

E.

persons distributing electricity to fewer than 25 persons.

Subp. 13.

Work center.

"Work center" means a portion of a utility's assigned service area that it treats as an administrative subdivision for purposes of maintaining and repairing its distribution system.

Statutory Authority:

MS s 216B.81

History:

27 SR 1174; L 2009 c 110 s 37

Published Electronically:

June 2, 2009

SAFETY

7826.0300 SAFETY STANDARDS.

Subpart 1.

National Electrical Safety Code.

When constructing new facilities or reinvesting capital in existing facilities, utilities shall comply with the requirements stated at the time the work is done in the then most recently published edition of the National Electrical Safety Code, as published by the Institute of Electrical and Electronics Engineers, Inc. and approved by the American National Standards Institute. This code is incorporated by reference, is not subject to frequent change, and is conveniently available to the public through the statewide interlibrary loan system.

Subp. 2.

Standards and recommended practices of the Institute of Electrical and Electronics Engineers, Inc. and the American National Standards Institute.

Utilities are encouraged to follow the recommended practices of the Institute of Electrical and Electronics Engineers, Inc. and the American National Standards Institute on electricity metering and standard voltage ratings for electric power systems and equipment. Utility compliance with these recommended practices creates a rebuttable presumption that a practice is reasonable.

Subp. 3.

Occupational Safety and Health Administration rules.

When constructing, installing, refurbishing, or maintaining facilities, utilities shall comply with all regulations promulgated by the United States Occupational Safety and Health Administration and by the Occupational Safety and Health Division of the Minnesota Department of Labor and Industry.

Statutory Authority:

MS s 216B.81

History:

27 SR 1174

Published Electronically:

February 13, 2003

7826.0400 ANNUAL SAFETY REPORT.

On or before April 1 of each year, each utility shall file a report on its safety performance during the last calendar year. This report shall include at least the following information:

A.

summaries of all reports filed with the United States Occupational Safety and Health Administration and the Occupational Safety and Health Division of the Minnesota Department of Labor and Industry during the calendar year; and

B.

a description of all incidents during the calendar year in which an injury requiring medical attention or property damage resulting in compensation occurred as a result of downed wires or other electrical system failures and all remedial action taken as a result of any injuries or property damage described.

Statutory Authority:

MS s 216B.81

History:

27 SR 1174

Published Electronically:

February 13, 2003

RELIABILITY

7826.0500 RELIABILITY REPORTING REQUIREMENTS.

Subpart 1.

Annual reporting requirements.

On or before April 1 of each year, each utility shall file a report on its reliability performance during the last calendar year. This report shall include at least the following information:

A.

the utility's SAIDI for the calendar year, by work center and for its assigned service area as a whole;

B.

the utility's SAIFI for the calendar year, by work center and for its assigned service area as a whole;

C.

the utility's CAIDI for the calendar year, by work center and for its assigned service area as a whole;

D.

an explanation of how the utility normalizes its reliability data to account for major storms;

E.

an action plan for remedying any failure to comply with the reliability standards set forth in part 7826.0600 or an explanation as to why noncompliance was unavoidable under the circumstances;

F.

to the extent feasible, a report on each interruption of a bulk power supply facility during the calendar year, including the reasons for interruption, duration of interruption, and any remedial steps that have been taken or will be taken to prevent future interruption;

G.

a copy of each report filed under part 7826.0700;

H.

to the extent technically feasible, circuit interruption data, including identifying the worst performing circuit in each work center, stating the criteria the utility used to identify the worst performing circuit, stating the circuit's SAIDI, SAIFI, and CAIDI, explaining the reasons that the circuit's performance is in last place, and describing any operational changes the utility has made, is considering, or intends to make to improve its performance;

I.

data on all known instances in which nominal electric service voltages on the utility's side of the meter did not meet the standards of the American National Standards Institute for nominal system voltages greater or less than voltage range B;

J.

data on staffing levels at each work center, including the number of full-time equivalent positions held by field employees responsible for responding to trouble and for the operation and maintenance of distribution lines; and

K.

any other information the utility considers relevant in evaluating its reliability performance over the calendar year.

Subp. 2.

Initial reporting requirements.

By March 30, 2003, each utility shall file its SAIDI, SAIFI, and CAIDI for each of the past five calendar years, by work center and for its assigned service area as a whole. If this information is not available, the utility shall file an explanation of how it has been tracking reliability for the past five years, together with reliability data for that period of time. If the utility has implemented a new reliability tracking system that makes comparisons between historical data and current data unreliable, the utility shall explain this situation in its filing.

Statutory Authority:

MS s 216B.81

History:

27 SR 1174

Published Electronically:

February 13, 2003

7826.0600 RELIABILITY STANDARDS.

Subpart 1.

Annually proposed individual reliability standards.

On or before April 1 of each year, each utility shall file proposed reliability performance standards in the form of proposed numerical values for the SAIDI, SAIFI, and CAIDI for each of its work centers. These filings shall be treated as "miscellaneous tariff filings" under the commission's rules of practice and procedure, part 7829.0100, subpart 11.

Subp. 2.

Annually set, utility-specific, reliability standards.

The commission shall set reliability performance standards annually for each utility in the form of numerical values for the SAIDI, SAIFI, and CAIDI for each of its work centers. These standards remain in effect until the commission takes final action on a filing proposing new standards or changes them in another proceeding.

Statutory Authority:

MS s 216B.81

History:

27 SR 1174

Published Electronically:

February 13, 2003

7826.0700 REPORTING MAJOR SERVICE INTERRUPTIONS.

Subpart 1.

Contemporaneous reporting.

A utility shall promptly inform the commission's Consumer Affairs Office of any major service interruption. At that time, the utility shall provide the following information, to the extent known:

A.

the location and cause of the interruption;

B.

the number of customers affected;

C.

the expected duration of the interruption; and

D.

the utility's best estimate of when service will be restored, by geographical area.

Subp. 2.

Written report.

Within 30 days, a utility shall file a written report on any major service interruption in which ten percent or more of its Minnesota customers were out of service for 24 hours or more. This report must include at least a description of:

A.

the steps the utility took to restore service; and

B.

any operational changes the utility has made, is considering, or intends to make, to prevent similar interruptions in the future or to restore service more quickly in the future.

Statutory Authority:

MS s 216B.81

History:

27 SR 1174

Published Electronically:

February 13, 2003

SERVICE

7826.0800 CUSTOMER NOTICE OF PLANNED SERVICE INTERRUPTIONS.

Utilities shall give customers the most effective actual notice possible of any planned service interruption expected to last longer than 20 minutes. For any planned interruption expected to exceed four hours, the utility shall provide, if feasible, mailed notice one week in advance and notice by telephone or door-to-door household visits 12 to 72 hours before the interruption. Planned service interruptions must be scheduled at times to minimize the inconvenience to customers. When planned service interruptions exceeding four hours are canceled, utilities shall notify, if feasible, the customers who received notice that service would be interrupted.

Statutory Authority:

MS s 216B.81

History:

27 SR 1174

Published Electronically:

February 13, 2003

7826.0900 METER READING FREQUENCY; CUSTOMER ACCOMMODATION.

Subpart 1.

Meter reading performance standard.

Utilities shall attempt to read all meters on a monthly basis unless otherwise authorized by the commission. Utilities are assumed to be in compliance with this standard if they read at least 90 percent of all meters during the months of April through November and at least 80 percent of all meters during the months of December through March. Utilities shall contact any customer whose bill has been estimated for two consecutive months and attempt to schedule a meter reading.

Subp. 2.

Evening and weekend meter reading.

Utilities shall read meters during the evening or on Saturday or Sunday for customers whose meters are inaccessible and whose work or other schedule makes meter reading during regular business hours a hardship. When a utility contacts a customer on an individual basis to schedule a meter reading, the utility shall inform the customer of the available alternatives that the utility provides, such as the customer's option to provide a self-read. If alternative arrangements are not acceptable to the customer, the utility shall inform the customer that the utility provides evening and weekend meter reading for customers whose work schedule or other schedule makes meter reading during regular business hours a hardship.

Statutory Authority:

MS s 216B.81

History:

27 SR 1174

Published Electronically:

February 13, 2003

7826.1000 REPLACING MALFUNCTIONING METERS.

Utilities shall replace a malfunctioning meter within ten calendar days of receiving a report from a customer questioning its accuracy or within ten calendar days of learning in some other way that it may be inaccurate.

Statutory Authority:

MS s 216B.81

History:

27 SR 1174

Published Electronically:

February 13, 2003

7826.1100 KEEPING SERVICE CALLS.

Utilities shall keep service call appointments and shall provide as much notice as possible when an appointment cannot be kept. A service call appointment is kept if the worker arrives within a four-hour period set by the utility and clearly communicated to the customer.

Statutory Authority:

MS s 216B.81

History:

27 SR 1174

Published Electronically:

February 13, 2003

7826.1200 CALL CENTER RESPONSE TIME.

Subpart 1.

Calls to business office.

On an annual basis, utilities shall answer 80 percent of calls made to the business office during regular business hours within 20 seconds. "Answer" means that an operator or representative is ready to render assistance or accept the information to handle the call. Acknowledging that the customer is waiting on the line and will be served in turn is not an answer. If the utility uses an automated call-processing system, the 20-second period begins when the customer has selected a menu option to speak to a live operator or representative. Utilities using automatic call-processing systems must provide that option, and they must not delay connecting the caller to a live operator or representative for purposes of playing promotional announcements.

Subp. 2.

Calls regarding service interruptions.

On an annual basis, utilities shall answer 80 percent of calls directed to the telephone number for reporting service interruptions within 20 seconds. "Answer" may mean connecting the caller to a recording providing, to the extent practicable, at least the following information:

A.

the number of customers affected by the interruption;

B.

the cause of the interruption;

C.

the location of the interruption; and

D.

the utility's best estimate of when service will be restored, by geographical area.

Statutory Authority:

MS s 216B.81

History:

27 SR 1174

Published Electronically:

February 13, 2003

7826.1300 ANNUAL SERVICE QUALITY REPORT FILING.

On or before April 1 of each year, each utility shall file a report on its service quality performance during the last calendar year. These filings must be treated as "miscellaneous tariff filings" under the commission's rules of practice and procedure, part 7829.0100, subpart 11. This report must include at least the information set forth in parts 7826.1400 to 7826.2000.

Statutory Authority:

MS s 216B.81

History:

27 SR 1174

Published Electronically:

February 13, 2003

REPORTING

7826.1400 REPORTING METER-READING PERFORMANCE.

The annual service quality report must include a detailed report on the utility's meter-reading performance, including, for each customer class and for each calendar month:

A.

the number and percentage of customer meters read by utility personnel;

B.

the number and percentage of customer meters self-read by customers;

C.

the number and percentage of customer meters that have not been read by utility personnel for periods of six to 12 months and for periods of longer than 12 months, and an explanation as to why they have not been read; and

D.

data on monthly meter-reading staffing levels, by work center or geographical area.

Statutory Authority:

MS s 216B.81

History:

27 SR 1174

Published Electronically:

February 13, 2003

7826.1500 REPORTING INVOLUNTARY DISCONNECTIONS.

The annual service quality report must include a detailed report on involuntary disconnections of service, including, for each customer class and each calendar month:

A.

the number of customers who received disconnection notices;

B.

the number of customers who sought cold weather rule protection under Minnesota Statutes, sections 216B.096 and 216B.097, and the number who were granted cold weather rule protection;

C.

the total number of customers whose service was disconnected involuntarily and the number of these customers restored to service within 24 hours; and

D.

the number of disconnected customers restored to service by entering into a payment plan.

Statutory Authority:

MS s 216B.81

History:

27 SR 1174; L 2009 c 110 s 37

Published Electronically:

June 2, 2009

7826.1600 REPORTING SERVICE EXTENSION REQUEST RESPONSE TIMES.

The annual service quality report must include a report on service extension request response times, including, for each customer class and each calendar month:

A.

the number of customers requesting service to a location not previously served by the utility and the intervals between the date service was installed and the later of the in-service date requested by the customer or the date the premises were ready for service; and

B.

the number of customers requesting service to a location previously served by the utility, but not served at the time of the request, and the intervals between the date service was installed and the later of the in-service date requested by the customer or the date the premises were ready for service.

Statutory Authority:

MS s 216B.81

History:

27 SR 1174

Published Electronically:

February 13, 2003

7826.1700 REPORTING CALL CENTER RESPONSE TIMES.

The annual service quality report must include a detailed report on call center response times, including calls to the business office and calls regarding service interruptions. The report must include a month-by-month breakdown of this information.

Statutory Authority:

MS s 216B.81

History:

27 SR 1174

Published Electronically:

February 13, 2003

7826.1800 REPORTING EMERGENCY MEDICAL ACCOUNT STATUS.

The annual service quality report must include the number of customers who requested emergency medical account status under Minnesota Statutes, section 216B.098, subdivision 5, the number whose applications were granted, and the number whose applications were denied and the reasons for each denial.

Statutory Authority:

MS s 216B.81

History:

27 SR 1174

Published Electronically:

February 13, 2003

7826.1900 REPORTING CUSTOMER DEPOSITS.

The annual service quality report must include the number of customers who were required to make a deposit as a condition of receiving service.

Statutory Authority:

MS s 216B.81

History:

27 SR 1174

Published Electronically:

February 13, 2003

7826.2000 REPORTING CUSTOMER COMPLAINTS.

The annual service quality report must include a detailed report on complaints by customer class and calendar month, including at least the following information:

A.

the number of complaints received;

B.

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;

C.

the number and percentage of complaints resolved upon initial inquiry, within ten days, and longer than ten days;

D.

the number and percentage of all complaints resolved by taking any of the following actions:

(1)

taking the action the customer requested;

(2)

taking an action the customer and the utility agree is an acceptable compromise;

(3)

providing the customer with information that demonstrates that the situation complained of is not reasonably within the control of the utility; or

(4)

refusing to take the action the customer requested; and

E.

the number of complaints forwarded to the utility by the commission's Consumer Affairs Office for further investigation and action.

Statutory Authority:

MS s 216B.81

History:

27 SR 1174

Published Electronically:

February 13, 2003