OEB code amendments directed at service

Electricity Customer Service Amendments standardize disconnection notice, security deposits, arrears management, equal payment plans, billing correction, partial payment allocation, and account management, following a regulator consultation and phased effective dates in 2010-2011.

The Ontario Energy Board issued amendments to the Distribution System Code, the Retail Settlement Code and the Standard Supply Service Code to enhance customer service rules for residential customers and create province-wide standards for electricity utilities across the province.

The changes create rules specific to disconnection for non-payment, security deposits, arrears management programs, equal payment plans, bill issuance and payment, correcting billing errors, allocating partial payments between electricity and non-electricity costs, and managing Ontario electricity consumers' accounts and records.

Examples include:

• Ensuring customers receive at least 10 days notice under the OEB's customer service measures before their service is disconnected for non-payment

• Making arrears management programs, such as the Low-Income Energy Assistance Program, available to residential customers who qualify and are unable to pay their electricity bill

• Ensuring security deposits are applied against any arrears before a disconnection notice can be issued to a residential customer

• Making equal monthly payment plans available to residential customers and

• Providing a 60-day notice period if any regular resident at a customer's home faces a significant health risk if their electricity supply is disconnected.

The amendments flow from a Board-initiated consultation process concerning how electricity distributors provide service to their customers, including code amendments for the Smart Metering Initiative during the transition period.

Most of the amendments will take effect on January 1, 2011. The new arrears management programs and equal monthly payment plans will come into force on October 1, 2010 and April 1, 2011, respectively.

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