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20.50.12.00.htm 20.50.12.00. Title 20 PUBLIC SERVICE COMMISSION Subtitle 50 SERVICE SUPPLIED BY ELECTRIC COMPANIES Chapter 12 Service Quality and Reliability Standards Authority: Public Utilities Article, §7-213, 13-201, and 13-202, Annotated Code of Maryland
20.50.12.01.htm 20.50.12.01. 01 Applicability.. These regulations apply to an electric company with a total number of 40,000 or more customers served in Maryland.
20.50.12.02.htm 20.50.12.02. 02 System-Wide Reliability Standards.. A. Reliability Data. Each utility shall collect and maintain the data required to:. 1) Provide in its annual performance reports the reliability information specified in this regulation; and2) Demonstrate compliance with the reliability standards.. B. Reliability Reporting Period.. 1) Except as otherwise provided in §B(2) of this regulation, the data used by a utility to determine annual reliability performance shall be from the
20.50.12.03.htm 20.50.12.03. 03 Poorest Performing Feeder Standard.. A. Poorest Performing Feeder Standard for Feeders Assigned to Maryland.. 1) A utility shall report in its annual performance report CAIDI, SAIDI, and SAIFI indices for 3 percent of feeders assigned to Maryland that are identified by the utility as having the poorest feeder reliability.2) For an investor-owned utility, each index shall be calculated and reported in the annual performance report using the following sets of input data:
20.50.12.04.htm 20.50.12.04. 04 Multiple Device Activation Standard.. A. Each utility shall report in its annual performance report the number of protective devices that activated five or more times during the prior 12-month reporting period specified in Regulation .02B(2) of this chapter causing sustained interruptions in electric service, including during major outage events, to more than ten Maryland customers.B. For each device referenced in §A of this regulation, the utility shall e
20.50.12.05.htm 20.50.12.05. 05 Additional Reliability Indices Reporting.. A. CAIDI, SAIDI, and SAIFI Excluding Major Event Days. A utility shall calculate and report in its supplemental annual performance report the following annual reliability information for its Maryland service territory:1) CAIDI, SAIDI, and SAIFI, excluding major event days;. 2) All IEEE major event days; and. 3) The reliability indices, including and excluding planned outages.. B. A utility shall calculate and report in its sup
20.50.12.06.htm 20.50.12.06. 06 Service Interruption Standard.. A. During each calendar year, a utility shall restore service within 8 hours, measured from when the utility knew or should have known of the outage, to at least 92 percent of its customers experiencing sustained interruptions during normal conditions.B. During each calendar year, a utility shall restore service within 50 hours, measured from when the utility knew or should have known of the outage, to at least 95 percent of its customers experienc
20.50.12.07.htm 20.50.12.07. 07 Downed Wire Response Standard.. A. Considering data for normal and major outage event conditions for a calendar year, each utility shall respond to a government emergency responder guarded downed electric utility wire within 4 hours after notification by a fire department, police department, or 911 emergency dispatcher at least 90 percent of the time.B. If a utility fails to satisfy the standard in §A of this regulation during the previous calendar year, it shall provide a
20.50.12.08.htm 20.50.12.08. 08 Customer Communications Standards.. A. Customer Telephone Call Answer Time Standard. Each utility shall answer within 30 seconds, on an annual basis, at least 75 percent of all calls offered to the utility for customer service or outage reporting purposes.B. Abandoned Call Rate Standard. Each utility shall achieve an annual average abandoned call percentage rate of 5 percent or less, calculated by dividing the total number of abandoned calls by the total number of calls offere
20.50.12.09.htm 20.50.12.09. 09 Vegetation Management Requirements.. A. Intent and Scope.. 1) It is the intent of the Commission that a utility engage in vegetation management programs that are necessary and appropriate to maintain safety and electric system reliability.2) The standards set forth in this regulation shall constitute minimum vegetation management requirements applicable to utilities in the State, and are not intended to supersede or prohibit a utility’s implementation of more
20.50.12.10.htm 20.50.12.10. 10 Periodic Equipment Inspections.. A. Each utility shall adopt and follow written operation and maintenance procedures for its electric plant in order to maintain safe and reliable service. The operation and maintenance programs shall account for the utility's experience, good engineering practices, and judgment, and manufacturer’s recommendations.B. Each electric utility shall file its written operation and maintenance programs required under §A of this regulation with
20.50.12.11.htm 20.50.12.11. 11 Annual Performance Reports.. A. On or before April 1 of each year, each utility shall file an annual performance report which shall include, at a minimum, the following:1) The reliability index information and results required in this chapter, including a table showing the actual values of the reliability indices required in this chapter for each of the preceding 3 calendar years;2) Annual year-end and 3-year average performance results as required under Public Utilities Article
20.50.12.12.htm 20.50.12.12. 12 Major Outage Event Plan.. A. Within 60 days of the effective date of this regulation, each utility shall file a major outage event plan providing a description of and procedures for its response to major outage events, and performance measures associated with the assessment of the implementation of the major outage event plan, including, but not limited, to the following topics and issues:1) Preparation, training, and drills;. 2) Early warning and storm tracking;.
20.50.12.13.htm 20.50.12.13. 13 Major Outage Event Reporting.. A. Written Reports. Each utility shall file a written report with the Commission within 3 weeks of the end of a major outage event.B. Contents. The written report shall contain:. 1) The total number of Maryland customers served by the utility;. 2) The date and time when the major outage event started;. 3) The date and time when all sustained interruptions in Maryland related to the major outage event were restored;4) The total number of Ma
20.50.12.14.htm 20.50.12.14. 14 Customer Perception Surveys.. A. Each utility shall perform a customer perception survey no less than every 4 years. The Commission will establish a process for determining how and by whom the surveys will be conducted.B. The objective of the survey is to measure customer perceptions regarding the utility's reliability performance, vegetation management activities, effectiveness of customer communications, and service quality performance.C. The first survey shall
20.50.12.9999.htm 20.50.12.9999. Administrative History Effective date: May 28, 2012 (39:10 Md. R. 661). Regulation .02D amended effective January 7, 2016 (42:26 Md. R. 1596). Regulation .11A amended effective March 18, 2013 (40:5 Md. R. 412).
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