65- 407 C.M.R. ch. 290, § 19

Current through 2024-25, June 19, 2024

Section 407-290-19 - RECORDS; REPORTS

A.Record maintenance. An ETC shall preserve records of disputes for ten years and keep those records readily available for examination by the Commission and its staff. Dispute records must include:

1.Name and address. The name and address of the applicant or customer with the dispute;

2.Date and subject matter. The date and subject matter of the dispute;

3.Record of investigation. The record of the investigation required by section 18(D) above;

4.Communications. A summary of all communications to or from the customer regarding the dispute;

5.Offer. The adjustment or resolution offered by the ETC to the customer; and

6.Final resolution. The final adjustment or resolution of the dispute.

B.Reports to the Commission. An ETC's annual report to the Commission shall include:

1.Number of accounts. The average number of residential and nonresidential accounts for the year;

2.Disconnection notices. The number of residential and non-residential disconnection notices issued per month, by type, for the year;

3.Disconnections. The number of residential and nonresidential disconnections (except those performed at the customer's request) per month for the year;

4.Reconnections. The number of reconnections of residential and nonresidential customers following disconnection without consent per month for the year;

5.Disputes. The total number of residential and nonresidential customer disputes handled for the year;

6.Deposits. The number of residential and nonresidential deposits requested and received and their average dollar amount for the year; and

7.Denials. The number of residential and nonresidential applications for service that were denied for the year.

C.Residential and nonresidential information stated separately. The information required by subsection B above shall separate residential account information from nonresidential account information.

65- 407 C.M.R. ch. 290, § 19