Electricity Distributors: Customer Service, Rate Classification and Non-Payment Risk (EB-2007-0722)

The Board is initiating a consultation process regarding issues associated with the provision of service by electricity distributors and the manner in which electricity distributors apply certain charges. The issues were identified from a variety of sources, including customer complaints, stakeholder enquiries, and a review by the Board's Compliance Office of a representative sample of distributors' Conditions of Service.

The objective of this project is to develop, and codify where appropriate, Board policies relating to issues associated with the provision of service and application of charges by electricity distributors, with a view to ensuring consistent and fair treatment of electricity consumers across all electricity distributors.

This project will consider the following 4 groups of issues:

Customer Service
- Opening and closing of electricity accounts
- Bill payment
- Disconnection and reconnection policies associated with non-payment of account
- Application of late payment charges
Customer Classification
- How distributors classify (and re-classify) customers
Specific Services
- Consistency in the provision of Specific Services
- Methodology to update and adjust Specific Services and associated charges
- Methodology to update and adjust charges for non-standard utility services
Customer Non-Payment Risk (formerly EB-2007-0635)
- Identifying whether risk mitigation tools that are currently available to distributors are adequate for the purpose of managing such risk and protecting ratepayers

DOCUMENTS

Date	Issue / Document

Oct 30-09	The Board has posted written submissions due October 23, 2009 on a Revised Notice of Proposal to Amend Codes: Association of Major Power Consumers in Ontario (AMPCO) Bluewater Hydro Cornerstone Hydro Electric Concepts (CHEC) Coalition of Large Distributors (CLD) Electricity Distributors Asssociation (EDA) Energy at Work ENWIN Hydro One Networks Joint LIEN et al London Property Management Association (LPMA) Orillia Power School Energy Coalition Thunder Bay Hydro Vulnerable Energy Consumers Coalition (VECC)
Oct 1-09	The Board has issued a Revised Notice of Proposed Customer Service Amendments to the Distribution System Code, Retail Settlement Code and Standard Service Supply Code. Written comments are due by October 23, 2009. Notice of Revised Proposal to Amend Codes Attachment A: Revised Proposed Amendments to the Distribution System Code, the Retail Settlement Code and the Standard Supply Service Code: Customer Service Attachment B: Comparison Version of Revised Proposed Code Amendments regarding Customer Service relative to the Code Amendments proposed on March 10, 2009 (for information purposes only)
Sep 28-09	The Board has issued a letter that provides some information as to the next steps for this initiative. The letter is posted on the Board’s webpage for EB-2008-0150.
Jun 16-09	The Board has issued a Notice of Amendment to the DSC for Customer Reclassification and Management of Customer Non-Payment Risk. Notice of Amendment to a Code: Amendments to the Distribution System Code Distribution System Code
May 11-09	The Board has issued a letter that provides some information as to the next steps for this initiative. The letter is posted on the Board’s webpage for EB-2008-0150.
Apr 27-09	The Board has posted written submissions due April 17, 2009 on a Notice of Proposal to Amend Codes. Related comments can also be found in submissions received in EB-2008-0150. Submissions
Mar 10-09	The Board has issued a Notice of Proposal to Amend Codes inviting comment on a number of proposed amendments to the Distribution System Code, the Retail Settlement Code and the Standard Supply Service Code. In addition to a number of proposed code amendments in EB-2007-0722, this Notice includes proposed amendments to these codes to implement certain elements of the Board’s policy for low income energy consumers in EB-2008-0150. Cover Letter Notice of Proposal to Amend Codes Attachment A Attachment B Attachment C
May 9-08	Today, the Board has posted submissions received from stakeholders in response to the staff Discussion Paper on Electricity Distributors - Customer Service, Rate Classification and Non-payment Risk. Advocacy Centre for Tenants Ontario (ACTO) Energy assistance funds for low-income consumers (received May 1, 2008) ACTO Additional Comments (received May 13, 2008) ACTO Addendum to Comments (received May 29, 2008) Association of Major Power Consumers in Ontario (AMPCO) Coalition of Large Distributors (CLD) Energy Cost Management Inc. (ECMI) Electricity Distributors Asssociation (EDA) Federation of Rental-housing Providers of Ontario Haldimand County Hydro Hydro One Networks London Hydro (revised May 16, 2008) London Property Management Association (LPMA) Niagara-On-The-Lake Hydro Inc. Ontario Energy Savings L.P. School Energy Coalition Vulnerable Energy Consumers Coalition (VECC)
Mar 6-08	Today the Board issued for comment a Staff Discussion Paper in this consultation. Written comments are due April 18, 2008. Cover Letter Staff Discussion Paper
Oct 3-07	Today, the Board issued the agenda and location for the October 18, 2007 stakeholder consultation meeting on the Electricity Distributors’ Provision of Service and Application of Charges project (EB-2007-0722). Letter - Consultation Meeting
Sep 6-07	The Board has issued a letter initiating a consultation process regarding issues associated with the provision of service and application of charges by electricity distributors. Letter - Stakeholder Consultation on Electricity Distributors' Provision of Service and Application of Charges

COST AWARD MATTERS

Date	Issue / Document

Sep 28-09	The Board has issued letter in relation to cost claims submitted by AMPCO and Pollution Probe. Letter
Aug 7-09	The Board has issued a letter in relation to FRPO's request for cost claims. Letter
May 19-09	The Board has issued a Notice of Hearing for Cost Awards in relation to EB-2007-0722 (and EB-2007-0635). Key dates in Notice: eligible parties' cost claims due June 10, 2009; distributor objections, if any, due June 24, 2009; and eligible parties' reply submissions due July 2, 2009. Notice of Hearing for Cost Awards
Jul 24-08	The Board has issued its Decision on Cost Eligibility regarding Canadian Manufacturers & Exporters request for cost eligibility in relation to future stages of this consultation process. Decision on Cost Eligibility
Jun 3-08	The Board has posted a request for cost eligibility received from the Canadian Manufacturers & Exporters in relation to future stages of this consultation process. Electricity distributors who wish to object to the cost eligibility request must file their objection with the Board by June 10, 2008. Board Letter CME Letter
Apr 3-08	The Board has determined that the School Energy Coaltion is eligible for an award of costs in this consultation, subject to objections that may be filed by licensed distributors. Board Reply SEC Letter Notice of Intervention
Mar 26-08	The Board has determined that the Association of Major Power Consumers in Ontario is eligible for an award of costs in this consultation, subject to objections that may be filed by licensed distributors. Board Reply AMPCO Letter
Oct 12-07	The Board issued its Decision on Cost Eligibility in relation to this initiative. Appendix A to the Decision sets out a list of all participants in this process. Decision on Cost Eligibility
Sep 27-07	The Board has posted requests for cost eligibility received in relation to the Board's consultation on issues associated with the provision of service by electricity distributors and the manner in which electricity distributors apply certain charges. Electricity distributors who wish to object to any of the cost eligibility requests must file their objection with the Board by October 9, 2007. Building Owners and Manager’s Association of the Greater Toronto Area Federation of Rental-Housing Providers of Ontario Vulnerable Energy Consumers Coalition

CONTACT

Any questions relating to the Customer Service or Specific Service Charges part of this consultation should be directed to John Vrantsidis at 416-440-8122 or by e-mail at: john.vrantsidis@oeb.gov.on.ca.

Any questions related to the Customer Rate Classification part of this consultation should be directed to Laurie Reid at 416-440-7623 or by e-mail at: laurie.reid@oeb.gov.on.ca

Any questions related to the Management of Customer Non-payment Risk part of this consultation should be directed to Roy Hrab at 416-440-7745 or by e-mail at: roy.hrab@oeb.gov.on.ca.