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Qec-01-00 02:51P FAIr'VIEW_PARK CITY 440,,,356 9077 <br />7 ` <br />• Northeast Ohio P+4blic F.ncrgy COUnci! <br /> Table of Contents <br /> tue <br />Purpose of the Plan of Operation &Governance 3 <br />1.0 Overview 3 <br />1.1 Ohio I.Aw 3 <br />1.2 Ilescription of Aggregation Program 4 <br />1.3 Steps ltequired by the Law 4 <br />1.4 Practical Steps and Requirements of the Competitive Market S <br />2.0 A.ggregation Prograrn Goais and Operation 5 <br />2.1 Aggrcgation krogram Goals 5 <br />2.2 AggreEatioa Program Operations 6 <br />2.3 Aggregation 11'rogram Funding 6 <br />2.4 Consumer Participation 7 <br /> 2.4.1 Notilication of Consumers 7 <br /> 2.4.2 Activation of CusLomer Servicc g <br /> 2.4,3 New Xadividual Consumcrs g <br /> 2.4.4 Customer Switching Fce g <br /> 2.4.5 Cndividuaf Customer Termiuativn 9 <br /> 2.4.6 Scrvice Termination by Supplier 9 <br /> 2.4.7 Termination af tbe NQPEC Program 9 <br />2.5 Customer Care 10 <br /> 2.5.1 Universal Access 10 <br /> 2.5.2 Ratcs 10 <br /> 2.5.3 Costs ta Consucners H <br /> 2.5.4 Consumer Protections 11 <br /> 2.5.4.1 Cootract Disclosure 11 <br /> 2.5.4.2 Billing aad Secvice Assistance 11 <br /> 2.5.4.3 Stafldard Terms and Codditions 12 <br /> 2.5.4.4 Protettian of Consumers 13 <br /> 2.5.4.5 Resolution of Consumer Camp2aints 13 <br /> 2.5.4.6 Periodic Reports on Consumer Complaints 13 <br />2.6 RigLts and Respansibilities of Program Participnnts 14 <br /> 2.6.1 Rights 14 <br /> 2.6.2 Responsibilities 14 <br />3.0 4rganizational Structure and Governance 14 <br />3.1 Dcscription of Organization and Managemeut 14 <br />3.2 Outliac of Structure 16 <br />3.3 Uescriptivn of Organizational Levels 17 <br />2 <br />P.OE) <br />..,nu .f, _ r ..? . 4 ?. ...M