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, ?.. <br />Northeast Ohio Public Energy C,, cil Draft Natural Gas Plan of Ope . n and Governance <br />Table of Contents <br />Page <br />Purpose of the Natural Gas Plan of Operation & Governance 3 <br />1.0 Overview 3 <br />1.1 ? Ohio Law 3 <br />.1.2 Description of Natural Gas Aggregation Program 4 <br />1.3 Steps Required by the Law 4 <br />1.4 Practical Steps and Requirements of the Competitive Market 5 <br />2.0 Description of Natural Gas Aggregation Program Goals and <br />Operation 6 <br />2.1 Natural Gas Aggregation Program Goals 6 <br />2.2 Natural Gas Aggregation Program Operations 6 <br />2.3 Natural Gas Aggregation Program Funding 7 <br />2.4 Consumer Participation 7 <br />2.4.1 Notification of Consumers g <br />2.4.2 Activation of Customer Service 9 <br />2.4.3 New Individual Consumers 9 - <br />? 2.4.4 Customer Switching Fee 10 <br />2.4.5 Individual Customer Termination of Participation 10 <br />2.4.6 Service Termination by Supplier .. 10 <br />2.4.7 Termination of the NOPEC Member Natural Gas <br />Aggregation Program 10 <br />- - : - <br />•-. 2.5 _ Cnstomer Care <br />? : 11 <br />2:5.1 Universal Access <br />, L1_ , . <br />2.5.2 Rates 11 <br />2.5.3 Costs to Consumers - 11 <br />2.5.4 Consumer Protections 12 <br />2.5.4.1 Contract Disclosure 12 <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 14 <br />2.5.4.5 Resolution of Consumer Complaints 14 <br />2.5.4.6 Periodic Reports on Consumer Complaints 15 <br />2.6 Rights and Responsibilities of Program Participants 15 <br />2.6.1 Rights 15 <br />2.6.2 Responsibilities 15 <br />2.6.2.1 Taxes 15 <br />3.0 Organizational5tructure and Governance of the Natural Gas <br />Aggregation Program 16 <br />3.1 Description of Organization and Management 16 <br />3.2 Ontline of Structure 17 <br />18 <br />3.3 Description of Program Organizational Structure <br />COL 281320.2 <br />76130/16064 <br />2 <br />