Section R. 460.151 - Reporting requirementsRule 51.
(1) A utility shall file with the commission quarterly reports that disclose all of the following:(a) The payment performance of its customers in relation to established due and payable periods.(b) The number and general description of all complaints registered with the utility.(c) The number of shut off notices issued by the utility and the reasons for the notices.(d) The number of hearings held by the utility, the types of disputes involved, and the number of complaint determinations issued.(e) The number of written settlement agreements entered into by the utility.(f) The number of shut offs of service and the number of reconnections.(g) Any other customer service quality information requested by the commission staff.(2) An electric utility shall have an average customer call answer time of less than 90 seconds. An acknowledgement that the customer is waiting on the line does not constitute an answer.(a) An electric utility shall have a call blockage factor of 5% or less. The call blockage factor is calculated by multiplying the remainder obtained by subtracting the number of answers from the number of calls, multiplying by 100, and then dividing that value by the total number of calls.(b) An electric utility shall have a complaint response factor of 90% or more within 3 business days.Mich. Admin. Code R. 460.151
2007 AACS; 2017 AACS; 2023 MR 7, Eff. 4/10/2023