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Northeast Ohio Public Energy Council Draft Natural Gas Plan of Opera ' '&on and Governance tt D: Service Reliability and Related Supplier Obligations: Given the increasing interest in and need for high levels of reliability, the Supply Contract will help assure that participating customers in NOPEC member communities receive natural gas supply with reliability equal to that of firm customers of the distribution company. The Supplier is providing meter natural gas commodity services, and participating customers must rely upon the distribution company for ultimate delivery of gas . However, within the scope of natural gas supplier obligations, the Supplier shall take or adopt alI reasonable steps or measures to avoid any unnecessary service interruptions, curtailments of natural gas supply, and any other interference or disruption of natural gas supply to the Point-of-Delivery. In addition to language to be included in the Supply Contract, NOPEC will help to assure reliability through participation in proceedings related to .the natural gas distribution utility or its operating companies' regulated and distribution services and through direct discussions with the natural gas distribution utility and its conceming specific or general problems related to quality and reliability of distribution service. „ - E:-f=.-: Marketing and Soiicitati.on Limitations: Participating customers will be - protected from unwanted marketing solicitations by: (a) a prohibition that the selected Supplier(s).,may not sell or -exchange-thc customer's name/address/or other identifying informatian to third parties without NOPEC's prior written` consent; (b) an opportunity for each participating customer to check off a box rejecting additional mail salicita.tions from the :Supplier (if the solicitation is via.RLI.S.. mail:om-other printed means):oi an opportunity to request removal from a telephoriE solicitation-list. 2.5.4:4 Protection of Consumers and Risk Associated with Competitive Market In a comperitive market it is possible that the failure of a naturai gas supplier to deliver service may result in the need for customezs to acquire aiternative natural gas supply, or for customers to receive gas at market prices, if the regulated gas cost recovery rate is no longer available. NOPEC will seek to minimize this risk by recoxnmending only reputable suppliers which demonstrate financial strength and the highest probability of reliable service. NOPEC also intends to include provisions in its contract with selected Supplier(s) that will protect customers against risks or problems with natural gas suppiy service. 2.5.4.5 Resolution of Consumer Complaints It is important that customer complaints be directed to the proper party. The selected Supplier(s) shall ensure that each participating customer receives a printed copy of a to11-free number to call regarding service problems or billing questions. The Supplier shall refer reliability, repair, or sen*ice interruption, and billing issues to the local distribution company. The Supplier sha11 handle all complaints in accordance with COL 281320.2 76130/16064 14