Appendix B --- Customer Service Plan

A.     Member Access:

  1. 1.
    Provider shall ensure Members reasonable access to their service representatives for inquiries, complaints, to discuss charges on Member bills, and transact any other business.
  2. 2.
    Telephone access shall be toll free and afford Members prompt answer times during normal business hours, as follows:
    Corporation
    Address:
    City: ,
    Toll-free telephone number: 1-
    Hours:
  3. 3.
    Provider shall provide a 24-hour automated telephone message instructing callers to report any service interruptions or electrical emergencies to the EDU with appropriate phone numbers.

B.     Member Complaints:

  1. 1.
    Provider shall investigate Member complaints (including complaints referred by EDU) and provide a status report within five calendar days following receipt of the complaint to:
    • a.
      The consumer when the complaint is made directly to the Provider; or
    • b.
      The consumer and The PUCO Staff (“Commission Staff”) when a complaint is referred to the Provider by the Commission Staff.
  2. 2.
    If an investigation is not completed within 14 calendar days, the Provider shall provide status reports to the consumer and MVCC, or if applicable, to the consumer, MVCC, the MVCC consultant and the Commission Staff. Such status reports shall be provided at five-day intervals until the investigation is complete, unless the action that must be taken will require more than five days and the Member has been so notified.
  3. 3.
    Provider shall inform the Member, or the Member, MVCC, MVCC consultant and Commission Staff, of the results of the investigation, orally or in writing, no later than five calendar days after completion of the investigation. The consumer, MVCC, the MVCC consultant, or Commission Staff may request the report in writing.
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