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Northeast Ohio Public Energy Council <br /> <br />Table of Contents <br /> <br />Purpose of the Plan of Operation & Governance <br />1.0 Overview <br /> 1.1 Ohio Law <br /> 1.2 Description of Aggregation Program <br /> 1.3 Steps Required by the Law <br /> 1.4 Practical Steps and Requirements of the Competitive Market <br /> <br /> 2.0 Aggregation Program Goals and Operation <br /> 2.1 Aggregation Program Goals <br /> 2.2 Aggregation Program Operations <br /> 2.3 ~Aggregation Program Funding <br />~~~27.4~ ~Consumer Participation <br /> ? a · <br /> __~.4~ Notification of Consumers <br /> <br />2.4.2 <br />2.4.3 <br />2.4.4 <br />2.4.5 <br />2 ·4.6 <br />'2.4·7 <br /> <br />Activation of Cu.s. tomer Service <br />New Individual Consumers <br />Customer Switching Fee <br />Individual Customer Termination <br />Service Termination by Supplier <br />Termination of the NOPEC Program <br /> <br />2.5 <br /> <br />2.6 <br /> <br />Customer Care <br />2.5·1 Universal Access <br />2.5.2 Rates <br />2.5.3 Costs to Consumers <br />2.5.4 Consumer Protections <br /> 2.5.4.1 Contract Disclosure <br /> 2.5.4.2 Billing and Service Assistance <br /> 2.5.4.3 Standard Terms and Conditions <br /> 2.5.4.4 Protection of Consumers <br /> 2.5.4.5 Resolution of Consumer Complaints <br /> 2.5.4.6 Periodic Reports on Consumer Complaints <br />Rights and Responsibilities of Program Participants <br /> 2.6.1 Rights <br /> 2.6.2 Responsibilities <br /> <br />3.0 <br /> <br />Organizational Structure and Governance <br />3.1 Description of Organization and Management <br />3.2 Outline of Structure <br />3.3 Description of Organizational Levels <br /> <br />Paee <br /> <br />3 <br />3 <br />3 <br />4 <br />4 <br />5 <br /> <br /> 5 <br /> 5 <br /> 6 <br /> 6 <br /> 7 <br /> 7 <br /> 8 <br /> 8 <br /> 9 <br /> 9 <br /> 9 <br /> 9 <br />10 <br />10 <br />10 <br />10 <br />11 <br />11 <br />11 <br />12 <br />13 <br />13 <br />13 <br /> 14 <br />14 <br /> 14 <br /> <br />14 <br />14 <br /> 16 <br /> 17 <br /> <br />2 <br /> <br /> <br />