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iVortheast Ohio Public Energy Council <br />Table of Contents <br /> P~ <br />. 3 <br />Purpose of the Plan of Operation & Governance 3 <br />1.0 Overview 3 <br />1.1 Ohio Law 4 <br />1.2 Description of Aggregation Program 4 <br />1.3 Steps Required by the Law <br />f the Competitive Market 5 <br />1.4 Practical Steps and Requirements o <br /> <br />2.0 Aggregation Program Goals and Operation 5 <br />5 <br />2.1 Aggregation Program Goals 6 <br />2,2 aggregation Program Operations 6 <br />2.3 Aggregation Program Funding ~ 7 <br />2.4 Consumer Participation 7 <br />2.4.1 Notification of Consumers 8 <br />2.4.2 Activation of Customer Service 8 <br />2.4.3 New Individual Consumers 9 <br />2.4.4 Customer Switching Fee 9 <br />2.4.5 Individual Customer Termination 9 <br />2.4.6 Service Termination by Supplier 9 <br />2.4.7 Termination of the NOPEC Program 10 <br />2.5 Customer Care ~ 10 <br />2.5.1 Universal Access 10 <br />2.5.2 Rates 10 <br />2.5.3. Costs to Consumers ~ ~ 11 <br />2.5.4 Consumer Protections 11 <br />2.5.4.1 Contract Disclosure ~ 11 <br />2.5.4.2 Billing and Service Assistance 12 <br />2.5.4.3 Standard Terms and Conditions 13 <br />2.5.4.4 Protection of Consumers 13 <br />2.5.4.5 Resolution of Consumer Complaints 13 <br />2.5.4.6 Periodic Reports on Consumer Complaints 14 <br />2.6 Rights and Responsibilities of Program Participants 14 <br />2.6.1 Rights 14. <br />2.6.2 Responsibilities <br />14 <br />3.0 Organizational Structure and Governance 14 <br />3.1 Description of Organization and Management 16 <br />3.2 Outline of Structure 17 <br />3.3 Description of Organizational Levels <br />2 <br />