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DQC-01-00 02s58P FAIR,VIEW PARK CITY <br />, 440.356 9077 <br />•Norlhcast C3!?iv f'u6tic Energy Counril <br />companies' reQuiaked transmission and distributian seivices and thraugli direct discussions with <br />First Energy and its operating companies concerning spocific or generai probtems related to <br />qualicy and reliability of transmission and distribution scrvice. <br />E: Murketing aad Sulicitation Limitations: Participating consunicrs will bc protected <br />from unwantcd marketing solicitations by: (a) a prohibition that thc selected Suppiicr(s) may not <br />se11 or txchange the consumcr's nameladdress(or other identifying information to third parties <br />without NnF'L•C's prior written eonsent; (b) an opportunity for eaeh participating consumer to <br />check off a bnx rejeeting additivnal maii solicitations from the Supplier (if ihc salicitation is via <br />U.S. mail or other printcd means) or an oppertunity to requcst removal fronz a Lelephone <br />solicitation list. <br />2.5.4.4 Protection uf Cansumers and Risk Associatcd with Competitive Mlarket <br />in a campetitivc market it is possible that the failurc of a power supplier to deliver service <br />may result in the need for consumcrs to acquirc alternative power supply, or for consurncrs to <br />receive power at L7efault Scrvice ptices, if the Stanri?.?rc3 Offer is na longer avaiiabic. NOPEC <br />will seck to minirni7c this risk by recommending anly reputable suppliers which demonstrate <br />finaneial strength and the highest grobabiiity of reliable service. NOPEC alsv intends to ir.ct4de <br />provisians in its contract with selected Supplier(s) that wilf protect consurriers against risks ar <br />problc.rns with power supply service. <br />2.5.4.5 ltesolution uPCvnsumerCvmplaints <br />rt is important that cvnsumer camplaints be directeti to the prvper garty. The selectcd <br />Supplier(s) shall ensure ihat each participating consumer reccives a printed copy of a toll-free <br />number to calE regardiag service problcros or billing questiaiis. The Supplier shail refer <br />rcliability, line rcpair, ar service interruption, and billing issues to thc local distribution cvmpany. <br />The Supplier shall handle all complaints in accordance with applicable laws and regulations <br />(including OAC 490I:1-21-08(B)). Problems regarding ths selected Supplier(s) can be directed <br />to NOPEG or the PUCQ. As noted belaw, NOPEC wili continue to menitor the seiected <br />Supplier(s) for eompliance with cvnsumer prvtection grovisions in the Supply C:ontract and <br />timely resalution of consumer problems. <br />2.5,4.6 Periodic Reporis vn Consamer Cornplaints <br />NOT'EC shall act to manitor and cnforce consumex protection pravisions included in the <br />Supply Contract. At the request of NOPEC, the se:ected SuppliEr(s) shall provide a periodic <br />summary of the number and types of customer service issues and complaints that aroso to date, <br />snd the status of resolutian of those issuss and eomplaints. If such reparts indicatc problems in <br />the sc}ected Supplier's seroice, NOPEC will pursue timcly remedial action, or consider the <br />Suppticr in brcach of Supply Contraat tcrms. <br />13 <br />P.20 <br />. . r .. .., <br />, ..