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16. Reporting Emergency Medical Account Status <br /> Annual service quality report must include the number of customers who <br /> requested emergency medical account status under Minnesota Statutes, number <br /> whose applications were granted, and number whose applications were denied <br /> and the reasons for each denial. <br /> Elk River Municipal Utilities complies with this requirement. <br /> 17. Reporting Customer Deposits <br /> Annual service quality report must include the number of customers who were <br /> required to make a deposit as a condition of receiving service. <br /> Municipals not required to report. <br /> 18. Reporting Customer Complaints <br /> Annual service quality report on complaints by customer class and calendar <br /> month, including the following: <br /> a) The number of complaints received. <br /> b) The number and percentage of complaints alleging billing errors, inaccurate <br /> metering, wrongful disconnection, high bills, inadequate service, and the <br /> number involving service-extension intervals, service-restoration intervals, and <br /> any other identifiable subject matter involved in five percent or more of <br /> customer complaints. <br /> c) The number and percentage of complaints resolved upon initial inquiry, <br /> within ten days, and longer than ten days. <br /> d) The number and percentage of all complaints resolved by taking any of the <br /> following actions: <br /> (1) taking the action the customer requested; <br /> (2) taking an action the customer and the utility agree is an acceptable <br /> compromise; <br /> (3) providing the customer with information that demonstrates that the <br /> situation complained of is not reasonably within the control of the <br /> utility; or <br /> (4) refusing to take the action the customer requested; and <br /> e) The number of complaints forwarded to the utility by the commission's <br /> Consumer Affairs Office for further investigation and action. <br /> Municipals not required to report. <br /> This list reflects the issues the public has with some of the Investor Owned Utilities. <br /> Co-op's and Municipals generally do not have these issues because we are locally owned <br /> and locally controlled. MMUA is drafting a recommended distribution reliability <br /> standard for municipals to comply with this new legislation. <br />