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.