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News Release
PGE And PP&L Meet Service Quality Standards
August 24, 1999 (1999-035)
Contacts: Ron Eachus, Chairman, 503 378-6611; Roger Hamilton, Commissioner 503 378-6611; Joan H. Smith, Commissioner, 503 378-6611; Ron Karten, Public Information Officer, 503 378-8962
Salem, OR –Portland General Electric (PGE) and Pacific Power & Light (PP&L) have met or exceeded service quality standards for 1998 according to a report by the Oregon Public Utility Commission (OPUC) Staff.
The standards are part of a 10-year strategy to maintain or improve service to customers.
Each company has eight measures covering four areas of service quality: 1) customer complaints, 2) reliability,  3) safety, and 4) maintenance and system improvement programs.
On the measure of “at fault” customer complaints, PP&L achieved .08 complaints per 1,000 customers compared with a goal of 0.2/1,000 customers;  PGE achieved .05 complaints per 1,000 customers compared with a goal of 0.07/1,000 customers.  “At fault” complaints are ones for which a company has failed to live up to a Commission rule, a filed tariff, or a generally accepted business practice. 
PP&L’s standards were set in the middle of 1998 and only include the last half of the year, while PGE’s include the full year.   For the future, the standards for each company will be set, and later evaluated, annually.   For PGE, the service quality standards were incorporated as part of the Enron merger in 1997 and for PP&L, as part of a 1998 rate case.
PP&L, with a predominance of rural territory in Oregon, has in recent years experienced more “at fault” complaints than PGE.  As a result, the Commission’s 1998 standards for PP&L were more lenient.  The Commission indicated, however, that although electric utilities often face tougher conditions in rural areas, rate payers in these areas should not experience lower levels of customer service or more “at fault” problems.
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