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D.C. Municipal Regulations (Last Updated: September 13, 2017) |
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Title 15. PUBLIC UTILITIES AND CABLE TELEVISION |
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Chapter 15-36. ELECTRICITY QUALITY OF SERVICE STANDARDS |
Section 15-3601. REPORTING REQUIREMENTS FOR SERVICE OUTAGES, MANHOLE INCIDENTS, AND POWER QUALITY COMPLAINTS
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3601.1The electric utility shall report all major and non-major electricity service outages and manhole incidents, as well as incidents known to the electric utility that result in the loss of human life, personal injury requiring hospitalization, or service disruption directly or indirectly arising from or connected with the electric utility's maintenance or operation, that occur on the electric system within the District of Columbia to the Public Service Commission of the District of Columbia and to the Office of the People's Counsel of the District of Columbia.
3601.2Upon notice of the incident, all major service outages shall be reported by telephone and e-mail to the Public Service Commission's Office of Engineering and to the Office of the People's Counsel as soon as practicable, but not later than one (1) hour after the utility has determined a major service outage had occurred.
3601.3At a minimum, each telephone and e-mail report rendered by the utility subsequent to a major service outage shall state clearly the following information:
(a)The location of the service outage(s);
(b)The Ward(s) where the service outage(s) occurred;
(c)The total number of customers out of service;
(d)A preliminary assessment as to the cause of the service outage(s);
(e)The estimated repair and/or restoration time; and
(f)A notification that the incident has progressed to major service outage status as defined herein.
3601.4During the course of a major service outage, the utility shall report periodically to the Public Service Commission's Office of Engineering and the Office of the People's Counsel regarding the status of the service outage and the utility's progress in restoration efforts. The frequency of such periodic updates to the Office of Engineering shall be jointly determined by the utility and the Office of Engineering at the start of the service outage and/or as modified during the course of the service outage. At a minimum, the utility shall provide an update to the Office of Engineering and to the Office of the People's Counsel prior to making any changes to its estimated restoration time.
3601.5Specific restoration information, including estimated restoration times, shall be provided to District of Columbia customers by the utility's customer service representatives and by the utility's automated voice response unit.
3601.6The utility shall report non-major service outages by telephone and e-mail to the Public Service Commission's Office of Engineering and the Office of the People's Counsel as soon as practicable upon notice of the incident, but no later than one (1) hour after the utility becomes aware of the incident.
3601.7Notwithstanding the above:
(a)The utility shall report a single customer service outage of more than eight (8) hours only upon verification that the service outage was caused by some event on the utility's side of the customer's meter; and
(b)No report need be filed if the single customer service outage was caused by some event on the customer's side of the meter.
3601.8At a minimum, each telephone and e-mail report concerning a non-major service outage shall state clearly the following information:
(a)The location of the service outage(s);
(b)The Ward(s) where the service outage(s) occurred;
(c)The total number of customers out of service;
(d)A preliminary assessment as to the cause of the service outage(s); and
(e)The estimated repair and/or restoration time.
3601.9The utility shall report by telephone and e-mail all manhole incidents, including smoking manholes, manhole fires, and manhole explosions, to the Commission's Office of Engineering and the Office of the People's Counsel within thirty (30) minutes upon receiving notice of the incident.
3601.10At a minimum, each telephone and e-mail report concerning a manhole incident shall state clearly the following information:
(a)The location of the incident(s);
(b)The Ward(s) where the incident(s) occurred;
(c)The total number of customers out of service;
(d)A preliminary assessment as to the cause of the incident(s); and
(e)The estimated repair and/or restoration time.
3601.11The utility shall report by telephone and e-mail all incidents that result in the loss of human life and/or personal injury requiring hospitalization, directly or indirectly arising from or connected with the electric utility's maintenance or operation, to the Commission's Office of Engineering and the Office of the People's Counsel within thirty (30) minutes upon receiving notice of the incident.
3601.12At a minimum, each telephone and e-mail report concerning the loss of human life and/or personal injury requiring hospitalization shall state clearly the following information:
(a)A description of the incident(s);
(b)The location of the incident(s);
(c)The Ward(s) where the incident(s) occurred;
(d)The total number of customers and/or persons affected;
(e)A preliminary assessment as to the cause of the incident(s); and
(f)The steps the electric utility will take to provide assistance.
3601.13A written report concerning all non-major service outages and/or manhole incidents shall be submitted to the Commission and the Office of People's Counsel within five (5) days of the event occurrence.
3601.14At a minimum, each written report concerning non-major service outages and/or manhole incidents shall state clearly the following information as applicable to the given incident:
(a)A description of the service outage(s) and/or incident(s) and information as to the cause of the event(s);
(b)The location of the service outage(s) and/or incident(s);
(c)The Ward(s) where the service outage(s) or incident(s) occurred;
(d)The exact time of the service outage(s) or incident(s) occurrence;
(e)The actual repair and restoration times of the service outage(s) and/or incident(s);
(f)The duration of the service outage(s) and/or incident(s) in hours and minutes;
(g)The total number of customers affected by the service outage(s) and/ or incident(s);
(h)The number of manholes involved in the incident(s); and
(i)The classification of the manhole incident(s).
3601.15Written reports concerning all incidents that result in the loss of human life and/or personal injury requiring hospitalization, directly or indirectly arising from or connected with the electric utility's maintenance or operation, shall be submitted to the Commission's Office of Engineering and the Office of the People's Counsel within five (5) days of receiving notice of the incident.
3601.16At a minimum, each written report concerning the loss of human life and/or personal injury requiring hospitalization shall state clearly the following information:
(a)A description of the incident(s) and information as to the cause of the event(s);
(b)The location of the incident(s);
(c)The Ward(s) where the incident(s) occurred;
(d)The exact time of the incident(s) occurrence;
(e)The total number of customers and/or persons affected;
(f)The steps the electric utility took to provide assistance;
(g)The amount of time it took for assistance to arrive (if known); and
(h)The steps the electric utility will undertake to prevent such an occurrence in the future.
3601.17The utility shall provide a detailed report on all non-major service outages, manhole incidents, and/or incidents that result in the loss of human life and/or personal injury requiring hospitalization, to the Productivity Improvement Working Group ("PIWG") every quarter.
3601.18The utility shall file a written report concerning all major service outages with the Public Service Commission and the Office of People's Counsel within three (3) weeks following the end of a major service outage.
3601.19At a minimum, each written report concerning a major service outage shall state clearly the following information:
(a)The date and time when the major service outage started, and the date and time when the major service outage ended;
(b)The date and time when the restoration effort started, and the date and time when the restoration effort ended;
(c)The date and time when the maximum number of customers were experiencing a sustained interruption and the total number of customers affected at that time (both on a system-wide basis and for the District of Columbia only);
(d)The total number of customers that experienced a sustained interruption given in one hour intervals throughout the major service outage (both on a system-wide basis and for the District of Columbia only);
(e)The total number of customer interruption durations (converted into hours) during the major service outage (both on a system-wide basis and for the District of Columbia only);
(f)Any information concerning requests made for outside assistance, including the organization(s) to which such requests were made, the date and time of the requests, and the resources requested;
(g)Any information concerning outside assistance received, including the organization(s) that provided personnel, the date(s) and time(s) of personnel arrivals and departures, the number of and types of vehicles provided, the total number of personnel received, the total number of personnel assigned to primary overhead line crews, the total number of personnel assigned to secondary overhead line crews, the total number of personnel assigned to tree trimming crews, the total number of personnel assigned to primary underground line crews, the total number of personnel assigned to secondary underground line crews, and the total number of personnel assigned to substation crews;
(h)Any information concerning the utility's own personnel and resources used in restoration efforts, including the total number and types of vehicles used, the total number of utility personnel involved in the restoration effort, the number of personnel assigned to primary overhead line crews, the total number of personnel assigned to secondary overhead line crews, the total number of personnel assigned to damage assessment crews, the total number of personnel assigned to tree trimming crews, the total number of personnel assigned to primary underground line crews, the total number of personnel assigned to secondary underground line crews, the total number of personnel assigned to substation crews, and the total number of personnel assigned to other supporting activities;
(i)Any information concerning customer communications, including the hourly call volumes (specifically identifying the total number of customer calls received and the total number of calls answered by the utility during each hour of the service outage), the hourly staffing numbers (specifically identifying the total number of customer service representatives logged into the call center and supporting phone systems actively taking or waiting to take customer calls), and the telephone service factor provided on an hourly basis during the entire duration of the service outage (specifically identifying the percentage of answered calls that were answered within a 60-second timeframe);
(j)The total number of customers interrupted and the customer interruption durations (converted into hours) caused by each of the following: fallen tree or tree limb, fallen or broken pole, lightning damage, ice accumulation on conductors, and any other major causes (both on a system-wide basis and for the District of Columbia only);
(k)The total number of each of the following occurring as part of the restoration efforts: the number of poles replaced, the number of distribution transformers replaced, the number of fuses replaced, the number of downed wires, the number and location of substations where equipment was damaged, the number of cross-arms issued for replacement, and the total length (in feet) of secondary and primary wires replaced or issued for replacement (both on a system-wide basis and for the District of Columbia only);
(l)Any issues concerning the availability of materials that affected restoration progress and a description of the emergency measures taken to resolve such issues;
(m)A self-assessment of the utility's restoration efforts in the District of Columbia;
(n)The total number of customers, and percent of all customers, restored given in one hour intervals throughout the major service outage restoration effort (both on a system-wide basis and for the District of Columbia only); and
(o)An analysis, based upon the availability of the data and all other surrounding circumstances, of the utility's performance in its current restoration efforts as compared to its past restoration efforts, taking into account all relevant factors, such as the severity of the current major service outage in terms of the percent of customers affected on a system-wide or local basis.
3601.20The utility shall submit a written report to the Commission on its Outage Management System's ("OMS") actual performance during the major service outage within thirty (30) days after restoration efforts are completed.
3601.21The utility shall record the number of power quality complaints received, the types of complaints received, the results of any subsequent investigations and the corrective actions taken, and the time it took to resolve the customer's problem.
3601.22Power quality problems shall include, but shall not be limited to disturbances such as voltage spikes or transients, flicker and voltage sags, surges and short-time over-voltages, as well as harmonics and noise.
3601.23The utility shall report on its Section 3601.21 records every six (6) months. The report shall be submitted to the Commission forty-five days following the reporting period, starting with the six (6) month reporting period following the EQSS's adoption in Title 15 of the District of Columbia Municipal Regulations (DCMR).
3601.24The report submitted pursuant to Section 3601.23 shall exclude complaints resolved by the initial response of a trouble crew.