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7. Meter Reading Frequency; Customer Accommodation <br /> a) Utilities shall attempt to read on a monthly basis, 90% of all customer from <br /> April through November, and 80% through the months of December through <br /> March. <br /> b) Utilities shall read meters during the evening or weekends for customers <br /> whose meters are inaccessible or reading meters on the normal schedule <br /> creates a hardship for the customer. <br /> Elk River Municipal Utilities exceed this requirement. This is also why we are installing <br /> radio read meters. <br /> 8. Replacing Malfunctioning Meters <br /> Utilities shall replace a malfunctioning meter within ten calendar days of <br /> receiving a report from a customer questioning its accuracy or within ten <br /> calendar days of learning in some other way that it may be inaccurate. <br /> Elk River Municipal Utilities' policy required meter to be tested for accuracy at <br /> customers expense. If found faulty, Elk River Municipal Utilities reimburses customer <br /> expense with refund for previous 12 months, per state statute. <br /> 9. Keeping Service Calls <br /> Utilities shall keep service call appointments and shall provide as much notice as <br /> possible when an appointment cannot be kept. A service call appointment is kept <br /> if the worker arrives within a four-hour period set by the utility and clearly <br /> communicated to the customer. <br /> Elk River Municipal Utilities complies with this requirement. <br /> 10. Call Center Response Time <br /> a) Calls to business office—on an annual basis, utilities shall answer 80% of <br /> the calls during regular business hours within 20 seconds. If the utility uses <br /> an automated call-processing system, the 20 second period begins when the <br /> customer selects a menu option to speak to a live person. <br /> b) Calls regarding service interruptions—on an annual basis, utilities shall <br /> answer 80% of the calls within 20 seconds. Answering may mean connecting <br /> to a recorded message giving the pertinent information. <br /> Elk River Municipal Utilities exceeds this requirement. <br /> 11. Annual Service Quality Report Filing <br /> Annually, each utility shall file a report on its service quality performance. <br /> Municipals not required to report. <br />