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ThisdocumentwasreproducedfromanLADWPEmailsentonJanuary3,2017
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LADWPCustomerBillofRights
January3,2017PendingapprovalbyBoardofWaterandPowerCommissioners.
Waterandpowerareessentialtolifeandoureconomy.LADWPiscommittedtoprovidingourcustomerswiththehighestqualitywaterandpower,withprompt,consistentandeasilyaccessiblecustomerservice.Wewillapproachourbusinesspracticesinacollaborativewaywiththeinterestandneedsofourcustomersinmind.Wewillproactivelyseekthebestoutcomesforourcustomers.Wewillprovideourservicesinasafe,reliableandcost-effectivemannerthatissustainableandenvironmentallyresponsible.OurServiceCommitmenttoOurCustomers1 Quick,ClearandConsistentCustomerService
OurServicePhilosophy• Customersshouldbetreatedwithcourtesy,honesty,empathyandrespect.• Customersshouldfinditeasytoaccessservicesandinformation,includingbillingandusagedata.
• Everyquestiondeservesananswer,andinquiriesshouldberespondedtopromptlyandfolloweduptocompletion.
• Customersshouldbeinformedofprogressandreceiveupdatesaboutthestatusofrequests.
• Servicehoursandlocationsshouldbeconvenienttocustomers.• Customersshouldreceiveclear,accurateandconsistentinformation.• Customerinteractionsshouldbesimpleandstreamlined,andcontinuously
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improved.• Automatedserviceoptionsshouldbecontinuouslyexpandedforcustomerconvenience.
OurServiceLevelCommitments• Callwaittimesshallnotexceedthreeminutesonaverage.• LADWPwillrespondtoaccountrelatedquestionsreceivedviaemailwithin24hoursornextbusinessdayofreceipt.
• LADWPwillsend95%ofbills,onaverage,withinthreebusinessdaysofmeterread.
• Billsthatexceedthreetimestheaveragehistoricuseforthesamebillingperiodwillautomaticallybereviewed.Ifacustomerreceivesabillthatisthreetimestheiraveragehistoricbillingperioduseduetoaninaccuratemeterreading,theywillreceivea$25billcreditandthebillwillbecorrected.
• Customerswhodonotprovideaccesstotheirmeterforanactualmeterreadwillbeinformedatleasttwiceandatleast10daysbeforeserviceisdisconnected.
• LADWPwillreplacedefectivemeterswithin90daysofitfirstbeingreportedordiscoveredbyLADWP.
• Requeststostartanewresidentialaccountwillbeprocessedwithinonebusinessday(oronthedayrequestedbytheaccountholder)ortheconnectionfeewillbewaived.
• Customerswhosignupforpaperlessbillingforthefirsttimewillreceiveaone-time$10creditandanadditionalone-time$15creditiftheyalsosignupforautopayatthattime,throughDecember31,2018.
• Newbusinessserviceconnectionsof200ampsorlessshallbecompletedwithin10businessdaysafterapprovedfinalinspectionisreceivedbyLADWPorcustomerwillreceiveaone-time$25credit.
• Solarinterconnectionsforresidentialprojects10KWorlessshallbewithin10businessdaysafterapprovedfinalinspectionisreceivedbyLADWPorthecustomerwillreceiveaone-time$25credit.
2 Reliable,SafeandSustainablePowerOurServicePhilosophy• Customersshouldreceivereliablepower,meetingorexceedingthereliabilityofcomparableutilities.
• Ratepayermoneywillsupportsubstantialinvestmentstooperateandmaintain,upgradeorreplacepowerinfrastructuretoensurecontinuedreliability,costeffectivenessandenvironmentalperformance.
OurServiceLevelCommitments• Onaverage,customerswillexperiencenomorethanoneunplannedoutageannually,lastinglessthantwohours,asreportedthroughstandardizedindustrymetricsforfrequencyandduration.
• LADWPwillprovidenotificationofpoweroutagesandexpectedservicerestorationonourmobileenabledwebsite,onaverage,within60minutesofLADWPbecomingawareoftheoutageanddiagnosingthecause.
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ReliableandHighQualityWaterOurServicePhilosophy• Customersshouldreceivesafeandreliablewaterthatmeetsorexceedsmandatedwaterqualitylevels.
• Ratepayermoneywillsupportsubstantialinvestmentstooperateandmaintain,upgradeorreplaceagingwaterinfrastructuretoensurecontinuedreliability,costeffectiveness,andenvironmentalperformance.
OurServiceLevelCommitments• Onaverage,98%ofwatercustomerswillexperiencenoserviceinterruptionsannually.
• LADWPwillprovidenoticeofwateroutageswithanexplanationandinformationonexpectedservicerestorationinpersonoronourmobileenabledwebsite,onaverage,within60minutesofLADWPbecomingawareoftheoutageanddiagnosingthecause.
• WatersystemleakswillbeinvestigatedandassessedwithinfourhoursofLADWPbecomingawareofapotentialpipebreak,andwillbeprioritizedforrepairbasedonseverity.
• Respondtowaterqualitycustomercomplaintsbeforetheendofthenextbusinessday.
• Waterqualityinformationwillbepubliclyavailableonline.
4 CollaborativeOperationsandProgramsOurServicePhilosophy• Rebateandincentiveprogramsshouldbetailoredforallofourcustomers,includingrenters,propertyownersandsmallandlargebusinessesirrespectiveofeconomic,socialorculturaldifferences.
• Rebateandincentiveprogramsshouldbedevelopedtoprimarilyassistinloweringcustomerpowerandwaterbillsandreducingenvironmentalimpacts.
• LADWPwillcollaboratewithitscustomerstoensureservicesaredesignedandmanagedtomeetcustomerneeds.
• LADWPwillmakeeveryefforttoprovidethemaximumamountofcost-effectiveinvestmentinenergyefficiencyandwaterconservationprogramsavailabletobenefitcustomers.
OurServiceLevelCommitments• Rebatesandincentiveprogramswillbeeasytoaccessandcompletedapplicationsreviewedwithin30days.
• LADWPiscommittedtobudgetingandissuingrebatesthatencouragecustomerstohelpusmeetlongterm15%energyefficiencyand25%waterconservationgoals.
TheservicelevelsestablishedhereinaresubjecttotheexpressreauthorizationbytheBoardofWaterandPowerCommissionerseverytwenty-fourmonths.AllservicelevelcommitmentsareeffectivestartingFebruary1,2017.Customersmustrequesttoreceive
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waiversandcredits.Servicelevelsapplytoservicesduringnon-emergencyoperationsandnormaloperatingconditions.TheseservicelevelssupersedeanypreviouslyestablishedservicelevelsonthesubjectsaddressedintheCustomerBillofRights.Allservicesaresubjecttocustomercompliancewithalloftheappropriaterulesforservice,permits,regulations,ordinancesorotherapplicabletermsandconditionsfortheparticularservice.ThisCustomerBillofRightsisnotintendedto,doesnot,andshouldnotbeimpliedtocreateanylegalrightsorremediesbeyondthosesetforthintheRulesGoverningWaterandElectricService,whicharethelegallybindingrulesbetweenLADWPanditscustomers.
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