TITLE 83: PUBLIC UTILITIES
CHAPTER I: ILLINOIS COMMERCE COMMISSION
SUBCHAPTER c: ELECTRIC UTILITIES
PART 411
ELECTRIC RELIABILITY
SECTION 411.10 PURPOSE
Section 411.10 Purpose
a) The Commission's policies for reliability of facilities and
service have been developed from the following basic principles incorporated in
the Public Utilities Act.
1) Reliability encompasses more than statistical data, and the
simple absence or occurrence of outages alone may not reflect the true system
reliability. The risks of future outages, as indicated by the age, condition,
design, and performance of transmission and distribution facilities and by a
jurisdictional entity's investment in the maintenance, repair, replacement, and
upgrade of its facilities and equipment, are no less important than the past
occurrence of outages in assessing system reliability.
2) Potential service reliability improvements should be evaluated
considering the costs and benefits of the improvements to the jurisdictional
entity and to customers.
3) Reliable electric service is essential to the health, safety
and welfare of the citizens of the State of Illinois.
b) Accordingly, this Part is adopted for the purposes stated
herein and should be interpreted in a manner consistent with the policies
stated herein and in a manner that accomplishes the specific objectives set out
in this Part. Ends to be served by this Part are listed below.
1) To define clearly the Commission's process of assessing
electric service reliability.
2) To assure the reliable delivery of electricity to all
customers in this State.
3) To assure the effective implementation of amendments to the
Public Utilities Act relating to the reliable provision of transmission and
distribution or delivery services in a competitive environment.
4) To adopt, as required by law, rules and regulations for
assessing, and assuring, the reliability of the transmission and distribution
systems and facilities that are under the Commission's jurisdiction.
5) To establish uniform measurements to assess transmission,
distribution and delivery service and to establish reporting requirements that
routinely and periodically inform the Commission about the reliability of
transmission and distribution systems under its jurisdiction.
6) To allow the Commission to monitor more effectively the
reliability of the transmission and distribution systems over which power and
energy from all electric suppliers will be transported to consumers in the
State.
7) To provide adequate information for the Commission to monitor
aspects of reliability in addition to interruptions.
 | TITLE 83: PUBLIC UTILITIES
CHAPTER I: ILLINOIS COMMERCE COMMISSION
SUBCHAPTER c: ELECTRIC UTILITIES
PART 411
ELECTRIC RELIABILITY
SECTION 411.20 DEFINITIONS
Section 411.20 Definitions
This Section defines terms as
they are used in this Part.
"Alternative retail electric supplier" has the same
meaning as defined in Section 16-102 of the Public Utilities Act [220 ILCS
5/16-102].
"Controllable interruption" is an interruption
caused or exacerbated in scope and duration by the condition of facilities,
equipment, or premises owned or operated by a jurisdictional entity, or by the
action or inaction of persons under a jurisdictional entity's control and that
could have been prevented through the use of generally accepted engineering,
construction, or maintenance practices.
"Customer", for the purposes of this Part only,
means a retail customer, as that term is defined in Section 16-102 of the Act,
or a single entity that is using and has agreed to pay for electric power or
energy, or electric transmission or distribution service, from a jurisdictional
entity in a wholesale transaction. A single customer can have one or more
points of service or meters at a given location. Customer, for the purpose of
this Part, shall not include entities that are using electric power or energy
unlawfully (e.g., through an illegal tap).
"Distribution circuit" is a circuit owned and/or
operated by a jurisdictional entity and designed to operate at a nominal
voltage of 15,000 volts or less and to supply one or more distribution
transformers.
"Distribution circuit interruption" is an
interruption originating at a point that is between the circuit interrupting
device at the substation supplying the distribution circuit and the
distribution transformer.
"Electric service" means the availability of
electric power and energy purchased by the customer at the point of connection
between jurisdictional entity equipment and customer equipment, on those terms
and conditions provided for in the jurisdictional entity's tariffs, in its
terms and conditions of service, or in any contract between a jurisdictional
entity and the customer.
"Electric utility" or "Utility" means a
public utility, as defined in Section 3-105 and Section 16-102 of the Act, that
has a franchise, license, permit or right to furnish or sell electricity to
retail customers within a service area.
"Facilities" includes all lines, cables, equipment,
plant, computer systems, customer service systems, apparatus, property, and any
other items of similar kind that are used to provide or that affects the
reliability of transmission, distribution or delivery services.
"Independent system operator" shall have the
meanings given in Article XVI of the Act [220 ILCS 5/Art. XVI].
"Interruption" or "Outage", except as
used in Sections 411.210 and 411.220, means the failure or operation of a
single component, or the simultaneous failure or operation of physically and
directly connected components of a jurisdictional entity's transmission or
distribution system that results in electric service to one or more of its
customers being lost or being provided at less than fifty percent of standard
voltage for a period longer than one minute in duration and requiring human
intervention by the jurisdictional entity to restore electric service.
Service to a multi-phase point of service is interrupted if
service to one or more phases is interrupted.
The Commission does not intend this definition to require a
jurisdictional entity to install and operate voltage sensing equipment
specifically to identify interruptions involving provision of service at less
that fifty percent of standard voltage.
This definition specifically excludes occurrences of the loss
of electric service when automatic switches, automatic line reclosing devices,
or other automatic jurisdictional entity devices successfully restore electric
service.
The term "interruption" or "outage" shall
not include the interruptions listed below.
Interruptions intentionally initiated by a jurisdictional
entity, pursuant to the provisions of an interruptible service tariff or
contract and affecting only those customers taking electric service under such
tariff or contract.
Interruptions intentionally initiated by a jurisdictional
entity for nonpayment of a bill and according to the provisions of Sections
8-201, 8-202, 8-203, 8-204, 8-205 and/or 8-206 of the Act [220 ILCS 5/8-201,
8-202, 8-203, 8-205, and 8-206] and 83 Ill. Adm. Code 280.
Interruptions intentionally initiated by a jurisdictional
entity due to tampering with service equipment.
Interruptions intentionally initiated by a jurisdictional
entity due to its being denied access to service equipment located on the
affected customer's private property.
Interruptions intentionally initiated by a jurisdictional
entity due to hazardous conditions located on the affected customer's private
property (such as a fire).
Interruptions intentionally initiated by a jurisdictional
entity due to a request by the affected customer.
Interruptions intentionally initiated by a jurisdictional
entity due to a request by a law enforcement agency, fire department, other
governmental agency responsible for public welfare, or any agency or authority
responsible for bulk power system security (e.g., North American Electric
Reliability Council, a regional reliability council, or an independent system
operator).
Interruptions caused by the failure of a customer's
equipment; the operation of a customer's equipment in a manner inconsistent
with statute, an approved tariff, rule, regulation, or an agreement between the
customer and the jurisdictional entity; or the failure of a customer to take a required
action that would have avoided the interruption, such as failing to notify the
jurisdictional entity of an increase in load when required to do so by a tariff
or contract.
Interruptions caused by the actions or omissions of another
jurisdictional entity or other supplier of electricity or electrical services
shall not be deemed an "interruption" of the jurisdictional entity
providing transmission and distribution services so long as that jurisdictional
entity's transmission and distribution facilities serving the customer remained
operational.
Scheduled interruptions initiated by a jurisdictional entity
for repair, maintenance, or reinforcement shall not be considered an
interruption for the purposes of the targets set forth in Section 411.140(b)(4)
and calculating reliability indices. For all other purposes under this Part,
the term "interruption" shall include scheduled interruptions
initiated by a jurisdictional entity for repair, maintenance, or
reinforcement. Scheduled interruptions are reportable under Section
411.120(b)(3)(C).
As used in Sections 411.210 and 411.220,
"Interruption" has the same meaning as when used in Section 16-125(e)
of the Act.
"Interruption duration" means a period of time
measured in one-minute increments that starts when a jurisdictional entity is
notified or becomes aware of an interruption and ends when a jurisdictional
entity restores electric service.
"Jurisdictional entity" means an electric utility
or alternative retail electric supplier owning, controlling, or operating
transmission and distribution facilities and equipment subject to the
Commission's jurisdiction.
"Operating area" is a geographic area defined by
the jurisdictional entity that is a distinct area for administration,
operation, or data collection with respect to the facilities serving, or the
service provided within, the geographic area.
"Power fluctuation" or "Surge," except
as used in Sections 411.200, 411.210, and 411.220, means departure of more than
one minute in duration in the frequency or voltage of power supplied to the customer's
point of service that is caused by the failure or operation of a single
component, or simultaneous failure or operation of directly connected
components, of a jurisdictional entity's transmission or distribution system,
that exceeds the Commission's standards for frequency and voltage (or, where
the customer and the jurisdictional entity have agreed on frequency and voltage
standards, exceeds the variation allowed thereby), and that causes damage to
customer goods. An interruption shall not be deemed a power fluctuation. A
power fluctuation or surge shall not include voltage variations or frequency
variations caused by:
Unpreventable damage due to weather events or conditions;
Customer tampering;
Unpreventable damage due to civil or international unrest or
animals; and
Damage to a jurisdictional entity's equipment or other
actions by a party other than the jurisdictional entity, its employees, agents,
or contractors.
As used in Section 411.200, the term "Power
Fluctuation", and as used in Sections 411.210 and 411.220, the term
"Power Surge or other Fluctuation", have the same meanings as when
those terms are used in Section 16-125(f) of the Act.
"Reliability indices" are as listed below.
"System Average Interruption Frequency Index
(SAIFI)" is the average number of interruptions per customer during the
year. It is calculated by dividing the total annual number of customer
interruptions by the total number of customers served during the year.
|
SAIFI
|
=
|
Total Number of Customer Interruptions
|
|
Total Number of Customers Served
|
"Customer Average Interruption Duration Index
(CAIDI)" is the average interruption duration for those customers who
experience interruptions during the year. It is calculated by dividing the
annual sum of all customer interruption durations by the total number of
customer interruptions.
|
CAIDI
|
=
|
Sum of all Customer Interruption Durations
|
|
Total Number of Customer Interruptions
|
"Customer Average Interruption Frequency Index
(CAIFI)" is the average number of interruptions for those customers who
experience interruptions during the year. It is calculated by dividing the
total annual number of customer interruptions by the total number of customers
affected by interruptions. In determining the total number of customers
affected, each customer is counted only once regardless of the number of
customer interruptions that the customer may have experienced during the year.
|
CAIFI
|
=
|
Total Number of Customer Interruptions
|
|
Total Number of Customers Affected
|
"Unpreventable damage" is damage interruptions or
fluctuations that could not be reasonably foreseen and prevented through the
use of generally accepted engineering, construction, and maintenance practices.
For example, damage shall be deemed unpreventable when it is:
Caused by a customer's failure to follow good engineering
practices with respect to its own equipment; or
When engineering, construction, operations, or maintenance
practices or actions have been identified and proposed by the jurisdictional
entity to prevent the interruption, fluctuation, or damage, but the
jurisdictional entity has not been allowed or permitted by a governmental
authority or property owner to implement such practices or actions.
"Worst-performing circuits" are those distribution
circuits that, for each reliability index, are among the one percent of all
circuits in an operating area (or at least one circuit for each reliability
index) with the highest achieved values (lowest performance levels) for the
reliability index. For the purpose of identifying worst-performing circuits,
only distribution circuit interruptions and customers affected by such
interruptions shall be considered in calculating the reliability indices.
| TITLE 83: PUBLIC UTILITIES
CHAPTER I: ILLINOIS COMMERCE COMMISSION
SUBCHAPTER c: ELECTRIC UTILITIES
PART 411
ELECTRIC RELIABILITY
SECTION 411.30 APPLICABILITY OF SUBPART B
Section 411.30 Applicability
of Subpart B
The provisions of Subpart B are
applicable to all jurisdictional entities subject to this Part.
| TITLE 83: PUBLIC UTILITIES
CHAPTER I: ILLINOIS COMMERCE COMMISSION
SUBCHAPTER c: ELECTRIC UTILITIES
PART 411
ELECTRIC RELIABILITY
SECTION 411.40 APPLICABILITY OF SUBPART C
Section 411.40 Applicability
of Subpart C
The provisions of Subpart C are
applicable to all electric utilities that have 100,000 or more customers.
(Source:
Amended at 44 Ill. Reg. 4598, effective March 4, 2020)
| TITLE 83: PUBLIC UTILITIES
CHAPTER I: ILLINOIS COMMERCE COMMISSION
SUBCHAPTER c: ELECTRIC UTILITIES
PART 411
ELECTRIC RELIABILITY
SECTION 411.50 COMMISSION DESIGN OF CUSTOMER SURVEY
Section 411.50 Commission
Design of Customer Survey
By December 10, 1998, the
Commission shall initiate a rulemaking to design and approve a single customer
survey that is applicable to each jurisdictional entity's compliance with the
requirements of this Part. Until the Commission designs and approves a customer
survey, each jurisdictional entity, except for jurisdictional entities exempt
under Section 411.110(b), shall comply with the requirements of this Part using
a customer survey of its own selection or design. At the conclusion of the
Commission initiated proceeding, each jurisdictional entity shall replace, for
purposes of the annual reliability reports, its customer survey with the
customer survey designed and approved by the Commission.
SUBPART B: REQUIREMENTS FOR ALL JURISDICTIONAL ENTITIES
| TITLE 83: PUBLIC UTILITIES
CHAPTER I: ILLINOIS COMMERCE COMMISSION
SUBCHAPTER c: ELECTRIC UTILITIES
PART 411
ELECTRIC RELIABILITY
SECTION 411.100 RELIABILITY OBLIGATIONS
Section 411.100 Reliability
Obligations
a) Each jurisdictional entity shall provide services and
facilities that, in accordance with the Act and other applicable statutes,
provide an adequate, efficient and reasonable level of reliability giving
appropriate consideration to the costs and benefits of changing or maintaining
the level of reliability.
b) Each jurisdictional entity shall plan, design, construct,
operate and maintain its facilities, including equipment, apparatus, systems,
and property, to prevent controllable interruptions of service and to meet the
requirements of this Part, consistent with the requirements in subsection (a).
If such interruptions occur, the jurisdictional entity shall reestablish
service as soon as it can and in a time consistent with general safety and
public welfare.
c) Each jurisdictional entity shall adopt and implement
procedures for restoration of transmission and distribution services to
customers after an interruption on a non-discriminatory basis without regard to
the identity of the provider of power and energy.
d) Whenever a jurisdictional entity intends to interrupt electric
service for the purpose of working on the system, the jurisdictional entity
shall make reasonable efforts to notify those customers who may be affected by
such interruption in advance of the construction, repair, or maintenance.
e) Each jurisdictional entity shall design its system according
to generally accepted engineering practices, including consideration of
normally expected weather, animal activity and other conditions.
f) Each jurisdictional entity shall adopt and maintain
appropriate operating procedures and reliability related administrative
procedures.
| TITLE 83: PUBLIC UTILITIES
CHAPTER I: ILLINOIS COMMERCE COMMISSION
SUBCHAPTER c: ELECTRIC UTILITIES
PART 411
ELECTRIC RELIABILITY
SECTION 411.110 RECORD-KEEPING REQUIREMENTS
Section 411.110
Record-Keeping Requirements
a) Required records. Except as provided in subsection (b) below,
a jurisdictional entity shall maintain, for the most recent five-year period,
the records listed below.
1) Records sufficient to determine a history of electric service
interruptions experienced by each customer at the customer's current location.
The records shall be sufficient to determine the information listed below for
each interruption.
A) Starting date of the interruption.
B) Starting time of the interruption.
C) Interruption duration.
D) Description of the cause of the interruption.
E) Operating areas affected.
F) Circuit number(s) of the distribution circuit(s) affected.
G) Number of customers affected.
H) Service account number of each customer affected.
I) Address of each affected customer location.
J) Name of each affected customer's electric energy supplier, if
known.
2) Records showing, for each distribution circuit, the total
number of customers served by the circuit at the end of each year.
b) Periods for which records are not required. A jurisdictional
entity need not maintain records reflecting the information identified in
subsection (a) for any period prior to calendar year 1994. A jurisdictional
entity that, as of January 1, 1994, did not have the technical capability to
collect and record some or all of the information identified in subsection (a)
need not maintain records reflecting such information for any period prior to
January 1, 1999. A jurisdictional entity serving retail customers in Illinois
as of December 16, 1997, and that was exempted from the requirements of the
Commission's electric service reliability policy (83 Ill. Adm. Code 410,
Subpart C) as of that date, need not maintain records reflecting such
information for any period prior to January 1, 2002.
| TITLE 83: PUBLIC UTILITIES
CHAPTER I: ILLINOIS COMMERCE COMMISSION
SUBCHAPTER c: ELECTRIC UTILITIES
PART 411
ELECTRIC RELIABILITY
SECTION 411.120 NOTICE AND REPORTING REQUIREMENTS
Section 411.120 Notice and
Reporting Requirements
a) Telephone or Facsimile Notice. A jurisdictional entity must
provide notice by telephone or by facsimile transmission to the Consumer
Services Division of the Commission when any single event (e.g., storm,
tornado, equipment malfunction, etc.) causes interruptions for 10,000 or more of
the jurisdictional entity's customers for three hours or more. After these
interruptions have continued for three hours, a jurisdictional entity must
provide notice within one hour when the notice would be provided during normal
business hours, or within the first hour of the next business day. A
jurisdictional entity shall provide updates every two hours during the normal
business day until service is restored to all customers involved. To the
extent that data and information are known, the notice shall include the data
and information listed in this subsection (a).
1) An estimate of the number of customers the interruptions
affect.
2) Starting date of the interruptions.
3) Starting time of the interruptions.
4) Duration of the interruptions.
5) Locations of the interruptions, described as precisely as
possible in generally recognized and geographically oriented terms such as
street address, subdivision, or community.
6) Description of the cause of the interruptions.
7) The date and time when the jurisdictional entity expects to
restore electric service.
8) The name and telephone number of a jurisdictional entity
representative the Commission Staff can contact for more information about the
interruptions.
9) Customer call volume to the jurisdictional entity during the
interruption as compared to normal call volume and the steps the jurisdictional
entity is taking to address call volume.
b) Annual Report. On or before June 1 of each year, each
jurisdictional entity, except for jurisdictional entities exempt under Section
411.110(b), shall file with the Chief Clerk of the Commission an annual report
for the previous calendar year submitted under oath and verified by an
individual responsible for the jurisdictional entity's transmission and
distribution reliability.
1) The data requirements incorporated in the annual report are
not meant to replace timely reports on outages when they occur or are remedied as
required by other provisions of this Part.
2) Supporting data used for more than one purpose or calculation
need be submitted only once in each annual report, if submitted with clear
cross-references. Data should be consistent and differences reconciled to the
extent possible.
3) The annual report shall include the information listed in this
subsection (b)(3).
A) A plan for future investment and, where necessary, reliability
improvements for the jurisdictional entity's transmission and distribution
facilities that will ensure continued reliable delivery of energy to customers
and provide the delivery reliability needed for fair and open competition,
along with the estimated cost of implementing the plan and any changes to the
plan from the previous annual report.
i) The plan must cover all operating areas, including a
description of the relevant characteristics of each operating area and the age
and condition of the jurisdictional entity's equipment and facilities in each
operating area.
ii) The plan shall cover a period of no less than three years
following the year in which the report was filed.
iii) The plan shall identify all foreseeable reliability
challenges and describe specific projects for addressing each.
iv) The plan shall provide a timetable for achievement of the
plan's goals.
v) The plan shall report and address all unresolved reliability
complaints about the jurisdictional entity's system received from other
utilities, independent system operators, and alternative retail electric
suppliers.
vi) The plan shall report the specific actions, if any, the
jurisdictional entity is taking to address the concerns raised in complaints
received from other utilities, independent system operators, and alternative
retail electric suppliers.
vii) The plan must consider all interruption causes listed in subsection
(b)(3)(D).
viii) The plan must consider the effects on customers and the cost
of reducing the number of interruptions reported as required by subsection (b)(3)(C).
B) A report of the jurisdictional entity's implementation of its plan
filed pursuant to subsection (b)(3)(A) for the previous annual reporting
period, including an identification of significant deviations from the first
year of the previous plan and the reasons for the deviations.
C) The number and duration of planned and unplanned interruptions
for the annual reporting period and their impacts on customers.
D) The number and causes of controllable interruptions for the
annual reporting period.
E) Customer service interruptions that were due solely to the
actions or inactions of another utility, another jurisdictional entity,
independent system operator, or alternative retail electric supplier for the
annual reporting period.
F) A comparison of interruption frequency and duration for
customers buying electric energy from the jurisdictional entity versus
customers buying electric energy from another utility or alternative retail
electric supplier for the annual reporting period. A jurisdictional entity may
base this comparison on each customer's supplier as of December 31 of each
year. A jurisdictional entity need not include this information for customers
whose electric energy supplier is not known to the jurisdictional entity.
G) A report of the age, current condition, reliability and
performance of the jurisdictional entity's existing transmission and
distribution facilities, which shall include, without limitation, the data
listed in this subsection (b)(3)(G). In analyzing and reporting the age of the
jurisdictional entity's plant and equipment, the jurisdictional entity may
utilize book depreciation. Statistical estimation and analysis may be used
when actual ages and conditions of facilities are not readily available. The
use of these techniques shall be disclosed in the report.
i) A qualitative characterization of the condition of the
jurisdictional entity's system defining the criteria used in making the
qualitative assessment, and explaining why they are appropriate.
ii) A summary of the jurisdictional entity's interruptions and
voltage variances reportable under this Part, including the reliability indices
for the annual reporting period.
iii) The jurisdictional entity's expenditures for transmission
construction and maintenance for the annual reporting period expressed in
constant 1998 dollars, the ratio of those expenditures to the jurisdictional
entity's transmission investment, and the average remaining depreciation lives
of the entity's transmission facilities, expressed as a percentage of total
depreciation lives.
iv) The jurisdictional entity's expenditures for distribution
construction and maintenance for the annual reporting period expressed in
constant 1998 dollars, the ratio of those expenditures to the jurisdictional
entity's distribution investment, and the average remaining depreciation lives
of the entity's distribution facilities, expressed as a percentage of total
depreciation lives.
v) The results of a customer satisfaction survey completed during
the annual reporting period and covering reliability, customer service, and
customer understanding of the jurisdictional entity's services and prices.
vi) An overview pertaining to the number and substance of
customers' reliability complaints for the annual reporting period and their
distribution over the jurisdictional entity's operating areas.
H) A table showing the achieved level of each of the three
reliability indices of each operating area for the annual reporting period
(provided, however, that for any reporting period commencing before April 1,
1998, a jurisdictional entity will not be required to report the CAIFI
reliability index).
I) A list showing the worst-performing circuits for each
operating area for the annual reporting period with the understanding that the
designation of circuits as "worst-performing circuits" shall not, in
and of itself, indicate a violation of this Part.
J) A statement of the operating and maintenance history of
circuits designated as worst-performing circuits; a description of any action
taken or planned to improve the performance of any such circuit (which shall
include information concerning the cost of that action); and a schedule for completion
of any such action. (The jurisdictional entity may decide, based on cost
considerations or other factors, that it should take no action to improve the
performance of one or more circuits designated as worst-performing circuits. If
the jurisdictional entity decides to take no action to improve the performance
of one or more circuits designated as worst-performing circuits, the
jurisdictional entity shall explain its decision in its annual report.)
K) Commencing June 10, 2001, tables or graphical representations
covering, for the last three years, all of the jurisdictional entity's
customers, and showing, in ascending order, the total number of customers that
experienced a set number of interruptions during the year (i.e., the number of
customers, who experienced zero interruptions, the number of customers who
experienced one interruption, etc.).
L) Commencing June 10, 2001, for those customers who experienced
interruptions in excess of the service reliability targets, a list of every
customer, identified by a unique number assigned by the jurisdictional entity
and not the customer's name or account number, the number of interruptions and
interruption duration experienced in each of the three preceding years, and the
number of consecutive years in which the customer has experienced interruptions
in excess of the service reliability targets.
M) The name, address and telephone number of a jurisdictional
entity representative who can be contacted for additional information regarding
the annual report.
c) Customer Report. A jurisdictional entity shall, upon request
made by a customer or the Consumer Services Division of the Commission, provide
to the customer and/or the Consumer Services Division, within 30 days after the
request, a report on all interruptions that the customer making the request, or
subject to the Consumer Service Division's request, has experienced at the
customer's current service location during the most recent five calendar
years. The report shall identify for each interruption the information
specified in Section 411.110(a)(1)(A) through (D). Notwithstanding the
provisions of this subsection, a jurisdictional entity is not required to
report data pursuant to this Section that Section 411.110(b) does not require a
jurisdictional entity to maintain, or that the jurisdictional entity was not
required to retain at the time of the interruption. This subsection does not
alter the provisions of 83 Ill. Adm. Code 200 and 280 that relate to informal
and formal complaint procedures.
(Source: Amended at 44 Ill. Reg. 4598, effective March 4, 2020)
| TITLE 83: PUBLIC UTILITIES
CHAPTER I: ILLINOIS COMMERCE COMMISSION
SUBCHAPTER c: ELECTRIC UTILITIES
PART 411
ELECTRIC RELIABILITY
SECTION 411.130 INTERRUPTION CAUSE CATEGORIES
Section 411.130 Interruption
Cause Categories
In adhering to the interruption
record-keeping and reporting requirements set forth in this Part, each
jurisdictional entity shall classify and report on the cause of each
interruption using the cause categories and interruption code descriptions
given in Table A of this Part.
| TITLE 83: PUBLIC UTILITIES
CHAPTER I: ILLINOIS COMMERCE COMMISSION
SUBCHAPTER c: ELECTRIC UTILITIES
PART 411
ELECTRIC RELIABILITY
SECTION 411.140 RELIABILITY REVIEW
Section 411.140 Reliability
Review
a) Beginning in the year 1999 and at least every three years
thereafter, the Commission shall assess the annual report of each
jurisdictional entity and evaluate its reliability performance. Within thirty
days after receiving the Commission's final report on such assessment, the
jurisdictional entity may prepare a response to such report. Both the
Commission's final report and the jurisdictional entity's response shall be
filed with the Chief Clerk of the Commission.
1) The Commission recognizes that circumstances and events beyond
a jurisdictional entity's control can affect reliability statistics and the
interruptions experienced by customers. The Commission shall consider such
circumstances and events when evaluating a jurisdictional entity's reliability
performance.
2) The Commission evaluation shall:
A) Assess the jurisdictional entity's historical performance
relative to established reliability targets.
B) Identify trends in the jurisdictional entity's reliability
performance.
C) Evaluate the jurisdictional entity's plan to maintain or
improve reliability.
D) Include specific identification, assessment, and
recommendations pertaining to any potential reliability problems and risks that
the Commission has identified as a result of its evaluation.
E) Include a review of the jurisdictional entity's implementation
of its plan for the previous reporting period.
b) Annual report assessment and reliability performance
evaluation criteria.
1) When assessing a jurisdictional entity's annual report, the
Commission shall consider the information listed below.
A) Information that this Part requires a jurisdictional entity to
include in annual reports.
B) The relevant characteristics of the area served, including but
not limited to system configuration, population density, and geographical
constraints.
C) The age and condition of the system's equipment and facilities.
D) Generally accepted engineering practices.
E) The costs of potential actions.
F) The benefits of avoiding the risks of service disruptions.
G) The reliability effects of severe weather events and other
events and circumstances that may be beyond the jurisdictional entity's
control.
2) Criteria for Commission assessment of a jurisdictional
entity's annual report.
A) The report must comply with the requirements of this Part.
B) The report must contain a plan, as required by Section
411.120(b)(3)(A).
3) When assessing a jurisdictional entity's reliability
performance, the Commission shall consider the information listed below.
A) Controllable interruptions.
B) Statistical measures of interruptions.
C) The number of interruptions experienced by individual
customers.
D) The cumulative hours of interruption experienced by individual
customers.
E) The jurisdictional entity's actions to prevent interruptions.
F) The jurisdictional entity's responses to interruptions and to
the customers affected by interruptions.
G) The extent to which the jurisdictional entity has restored
interruptions of service to customers on a non-discriminatory basis without
regard to whether a customer has chosen the jurisdictional entity or another
provider of electric power and energy.
H) The number and substance of informal inquiries, requests for
assistance, and complaints directed by customers to the jurisdictional entity
and to the Commission.
I) The results of customer satisfaction surveys that include
customer perceptions of service reliability.
J) Generally accepted engineering practices.
K) The costs of potential actions.
L) The benefits of avoiding the risks of service disruptions.
M) The reliability effects of severe weather events and other
events and circumstances that may be beyond the jurisdictional entity's
control.
N) Previous Commission reports and the jurisdictional entity's
responses to those reports.
O) Information that this Part requires a jurisdictional entity to
include in annual reports.
P) The relevant characteristics of the area served, including but
not limited to system configuration, population density, and geographical
constraints.
Q) The age and condition of the system's equipment and facilities.
4) The jurisdictional entity shall strive to provide electric
service to its customers that complies with the targets listed below.
A) Customers whose immediate primary source of service operates at
69,000 volts or above should not have experienced:
i) More than three controllable interruptions in each of the
last three consecutive years.
ii) More than nine hours of total interruption duration due to
controllable interruptions in each of the last three consecutive years.
B) Customers whose immediate primary source of service operates at
more than 15,000 volts, but less than 69,000 volts, should not have
experienced:
i) More than four controllable interruptions in each of the last
three consecutive years.
ii) More than twelve hours of total interruption duration due to
controllable interruptions in each of the last three consecutive years.
C) Customers whose immediate primary source of service operates at
15,000 volts or below should not have experienced:
i) More than six controllable interruptions in each of the last
three consecutive years.
ii) More than eighteen hours of total interruption duration due
to controllable interruptions in each of the last three consecutive years.
D) Exceeding the service reliability targets is not, in and of
itself, an indication of unreliable service, nor does it constitute a violation
of the Act or any Commission order, rule, direction, or requirement. The
Commission's assessment shall determine if the jurisdictional entity has a
process in place to identify, analyze, and correct service reliability for
customers who experience a number or duration of interruptions that exceeds the
targets.
| TITLE 83: PUBLIC UTILITIES
CHAPTER I: ILLINOIS COMMERCE COMMISSION
SUBCHAPTER c: ELECTRIC UTILITIES
PART 411
ELECTRIC RELIABILITY
SECTION 411.150 MODIFICATION OR EXEMPTION
Section 411.150 Modification
or Exemption
a) Any jurisdictional entity may file an application requesting
modification of or exemption from any Section of this Part as such Section
applies to the jurisdictional entity filing the application. For good cause
shown and upon a showing that such a waiver will not compromise the reliability
obligations of the jurisdictional entity, the Commission may grant such a
request for modification or exemption, except that the Commission may not grant
any modification or exemption of specific requirements stated in Section 16-125
of the Act [220 ILCS 5/16-125]. A petition for exemption or modification shall
be filed pursuant to 83 Ill. Adm. Code 200 and shall set forth specific reasons
and facts in support of the requested exemption or modification.
b) In determining whether good cause has been shown, the
Commission shall consider, among other things, the information listed below.
1) The extent to which circumstances beyond the control of the
jurisdictional entity have made compliance with the applicable Section extremely
difficult.
2) Whether the jurisdictional entity has made a good faith effort
to comply with the applicable Section in a timely fashion.
3) Whether other information, which the jurisdictional entity
would provide if the waiver is granted, permits the Commission Staff to review
the subject filing in a complete, timely and meaningful manner.
| TITLE 83: PUBLIC UTILITIES
CHAPTER I: ILLINOIS COMMERCE COMMISSION
SUBCHAPTER c: ELECTRIC UTILITIES
PART 411
ELECTRIC RELIABILITY
SECTION 411.160 FORMAT AND DISCLOSURE OF REPORTS
Section 411.160 Format and
Disclosure of Reports
The reports required to be filed
by this Part shall be submitted to the Commission and available to the public
in both printed and electronic form. The printed version shall be the official version
filed with the Commission's Chief Clerk. Computerized data and information
filed as part of a report that is stored by a jurisdictional entity on a
personal computer shall be provided in Microsoft Office, or other format agreed
to by Commission Staff, and delivered to the Commission's offices via
electronic mail or portable storage media as agreed to by the Commission
Staff. Underlying data provided to the Commission shall be available to the
public to the extent that it is not proprietary information. A jurisdictional
entity shall report the required information on both a system-wide and
operating areas basis. A jurisdictional entity shall submit the required
information in a consistent format each year that facilitates comparisons
across time periods and that uses non-technical language. A jurisdictional
entity's reports shall be available to the public from the jurisdictional
entity and from the Commission. A jurisdictional entity shall keep copies of
its reports at its public offices.
(Source:
Amended at 44 Ill. Reg. 4598, effective March 4, 2020)
| TITLE 83: PUBLIC UTILITIES
CHAPTER I: ILLINOIS COMMERCE COMMISSION
SUBCHAPTER c: ELECTRIC UTILITIES
PART 411
ELECTRIC RELIABILITY
SECTION 411.170 EXCLUSIONS
Section 411.170 Exclusions
The service reliability targets
in this Part shall not apply to customers served under a Commission approved
tariff or contract, or contract for competitive services as defined in Section
16-102 of the Act [220 ILCS 5/16-102], that specifies levels of service
reliability different from the service reliability targets in this Part.
| TITLE 83: PUBLIC UTILITIES
CHAPTER I: ILLINOIS COMMERCE COMMISSION
SUBCHAPTER c: ELECTRIC UTILITIES
PART 411
ELECTRIC RELIABILITY
SECTION 411.180 SYSTEM PROTECTION
Section 411.180 System
Protection
a) In the event that the equipment or facilities of a customer or
other entity are being operated in a manner that is inconsistent with the
jurisdictional entity's tariffs, terms and conditions of service, or any
contract between the jurisdictional entity and the customer or other entity,
and such operation poses, in the reasonable judgment of the jurisdictional
entity, an imminent threat to the reliability of service to customers or to
person or property, the jurisdictional entity shall have the right, but not the
obligation, to immediately discontinue service to those points of service that
supply power or energy to such equipment or facilities until such time as the
threat can be eliminated and service restored. The jurisdictional entity shall
give as much notice of such discontinuance of service as is reasonably possible
to the affected customer. Temporary discontinuance of service pursuant to this
Section shall be deemed to be in compliance with 83 Ill. Adm. Code 280.130(k).
b) Notwithstanding anything in the rules of the Commission to the
contrary, a jurisdictional entity may lawfully take such actions as are
required by federal law or standards adopted under federal law, or by an
organization authorized by federal authority, to protect the security of the
bulk power system and/or to provide for the continuous supply of power to
facilities regulated under federal law.
| TITLE 83: PUBLIC UTILITIES
CHAPTER I: ILLINOIS COMMERCE COMMISSION
SUBCHAPTER c: ELECTRIC UTILITIES
PART 411
ELECTRIC RELIABILITY
SECTION 411.190 APPROVAL OF VEGETATION MANAGEMENT PROGRAMS
Section 411.190 Approval of
Vegetation Management Programs
A jurisdictional entity may file
with the Commission tariffs describing programs and practices for the control
of vegetation designed to maintain or enhance service reliability. Such
tariffs, if passed to file or accepted after hearing, shall be deemed standards
of the Commission with respect to vegetation management by such jurisdictional
entity and shall pre-empt contrary ordinances, rules, and actions of units of
local government. A jurisdictional entity will provide notice to
municipalities and counties directly affected thereby of the filing, under this
Section, of a proposed tariff or supporting materials relating to the need for
such a tariff.
SUBPART C: UTILITIES WITH 1,000,000 OR MORE CUSTOMERS
| TITLE 83: PUBLIC UTILITIES
CHAPTER I: ILLINOIS COMMERCE COMMISSION
SUBCHAPTER c: ELECTRIC UTILITIES
PART 411
ELECTRIC RELIABILITY
SECTION 411.200 SPECIFIC RECORD-KEEPING REQUIREMENTS
Section 411.200 Specific
Record-Keeping Requirements
a) Electric utilities with 100,000 or more customers must
maintain service records detailing information on each interruption that
affects 10 or more customers, or power fluctuations that affect 30,000 or more
customers, or 0.8% of the utility's total customers, whichever is less. The
service record for each interruption shall be maintained for at least five
years and shall include the following information:
1) Starting date of the interruption or power fluctuation.
2) Starting time of the interruption or power fluctuation.
3) Interruption or power fluctuation duration.
4) Number of customers affected by the interruption or power
fluctuation.
5) Description of the cause of the interruption or power
fluctuation.
6) Geographic area affected by the interruption or power
fluctuation.
7) Specific equipment involved in the interruption or power
fluctuation.
8) Description of measures taken to restore service or eliminate
power fluctuation.
9) Description of measures taken to remedy the cause of the
interruption or power fluctuation.
10) Description of measures taken to prevent a future
interruption or power fluctuation.
11) Amount of remuneration, if any, paid to affected customers.
12) Statement of whether the fixed charge was waived for affected
customers.
b) An electric utility with 100,000 or more customers shall not
modify its data collection or record-keeping procedures so as to collect or
record less information about the reliability of its transmission and
distribution facilities under the jurisdiction of the Commission or to collect
information for fewer discrete areas than the utility collected in calendar
year 1997 without first seeking the comments of the Commission Staff. Any
changes in data collection and record-keeping procedures made without agreement
of the Staff shall not excuse a later failure to provide information required
or requested under the Act or this Part.
(Source: Amended at 44 Ill. Reg. 4598, effective March 4, 2020)
| TITLE 83: PUBLIC UTILITIES
CHAPTER I: ILLINOIS COMMERCE COMMISSION
SUBCHAPTER c: ELECTRIC UTILITIES
PART 411
ELECTRIC RELIABILITY
SECTION 411.210 SPECIFIC NOTICE AND REPORTING REQUIREMENTS
Section 411.210 Specific
Notice and Reporting Requirements
Each electric utility having 100,000
or more customers shall provide the following notice and reports:
a) Make the information, which the utility must maintain in
accordance with Section 411.200, available for public inspection at the
utility's offices and provide copies of the information to the public upon
payment of a fee not exceeding the reasonable cost of reproduction.
b) File, with the Commission's Chief Clerk, an annual report on
or before June 1 of each year that includes the following information:
1) Each record that Section 411.200 requires the utility to
maintain.
2) The projected load and peak demand for each of the utility's
operating areas for the following three years.
3) The peak loading (as a percentage of rated normal and
emergency capacity) on each transmission and distribution substation
transformer operating during its peak loading period at or above 90 percent of
normal rated capacity, except when that data would reveal information about
loads of specific customers.
c) Notify the Commission, within 72 hours, in the event that more
than 30,000 customers, or 0.8% of the utility's total customers, whichever is
less, are subjected to a power interruption that meets the conditions set forth
in Section 16-125(e) of the Act or more than 30,000 customers, or 0.8% of the
utility's total customers, whichever is less, are subjected to a power surge or
other fluctuation that meets the conditions in Section 16-125(f) of the Act.
(Source: Amended at 44 Ill. Reg. 4598, effective March 4, 2020)
| TITLE 83: PUBLIC UTILITIES
CHAPTER I: ILLINOIS COMMERCE COMMISSION
SUBCHAPTER c: ELECTRIC UTILITIES
PART 411
ELECTRIC RELIABILITY
SECTION 411.220 PROCEEDINGS TO DETERMINE RESPONSIBILITY UNDER 220 ILCS 5/16-125(E) & (F)
Section 411.220 Proceedings
to Determine Responsibility Under 220 ILCS 5/16-125(e) & (f)
a) In the event that more than 30,000 customers of a utility, or
0.8% of the utility's total customers, whichever is less, are subjected to a
power interruption that meets the conditions set forth in Section 16-125(e) of
the Act and the utility or the Commission believes that the interruption is due
to one or more of the causes set forth in Section 16-125(e)(1) through (4) of
the Act, then the utility may commence a proceeding before the Commission, or
the Commission may commence on its own motion a proceeding, seeking a
declaration that the subject interruption was due to one or more of those
causes and that liability under Section 16-125(e) of the Act should be waived
by the Commission. Any such proceeding shall be commenced by the utility or
the Commission no later than 30 days after the date on which a claim is filed
with the Commission seeking damages or expense reimbursement. The Commission's
decision in that proceeding shall be appealable by any party thereto, and
except as reversed or modified on appeal, the determination of the cause of the
interruption in this proceeding and the Commission's decision to grant or deny
a waiver of liability in connection with the interruption shall be final and
shall be binding on both the utility and claimants in actions before the
Commission to recover damages under Section 16-125(e) of the Act. This
proceeding shall determine only the liability of the utility under Section
16-125(e) of the Act and shall not constitute a finding or determination, for
the purpose of this or any other proceeding, that the utility was or was not
negligent, did or did not breach a contract, or violated or did not violate any
other legal duty or obligation.
b) In the event that more than 30,000 customers of a utility, or
0.8% of the utility's total customers, whichever is less, are subjected to a
power surge or other fluctuation that meets the conditions set forth in Section
16-125(f) of the Act, and the utility or the Commission believes that the power
surge or other fluctuation is due to one or more of the causes set forth in
Section 16-125(f)(1) through (4) of the Act, then the utility may commence a proceeding
before the Commission, or the Commission may commence on its own motion a
proceeding, seeking a determination from the Commission that the subject power
surge or other fluctuation was due to one or more of those causes and that,
therefore, no liability attaches under Section 16-125(f) of the Act. Any such
proceeding shall be commenced by the utility or the Commission no later than 30
days after the date on which a claim is filed with the Commission seeking
damages or expense reimbursement. The Commission's decision in the proceeding
shall be appealable by any party to the proceeding and, except as reversed or
modified on appeal, the determination of the cause of the power surge or other
fluctuation in this proceeding shall be final and binding on both the utility
and claimants in actions before the Commission to recover damages under Section
16-125(f) of the Act. This proceeding shall determine only the liability of
the utility under Section 16-125(f) of the Act and shall not constitute a
finding or determination, for the purpose of this or any other proceeding, that
the utility was or was not negligent, did or did not breach a contract, or
violated or did not violate any other legal duty or obligation.
c) Any customer affected by the subject interruption, power surge
or other fluctuation, or a unit of local government in which the interruption,
power surge or other fluctuation occurred, shall be entitled to intervene in a
proceeding brought pursuant to this Section. Informal and formal complaints pursuant
to the Commission's Rules of Practice (83 Ill. Adm. Code 200) brought by
affected customers and units of local government shall be stayed pending
disposition of this proceeding and appeals thereof, or consolidated with this
proceeding for the purposes of liability.
(Source: Amended at 44 Ill. Reg. 4598, effective March 4, 2020)
| TITLE 83: PUBLIC UTILITIES
CHAPTER I: ILLINOIS COMMERCE COMMISSION
SUBCHAPTER c: ELECTRIC UTILITIES
PART 411
ELECTRIC RELIABILITY
SECTION 411.230 PROCEEDINGS TO DETERMINE DAMAGES UNDER 220 ILCS 5/16-125(E) & (F)
Section 411.230 Proceedings
to Determine Damages Under 220 ILCS 5/16-125(e) & (f)
a) Utilities shall design and implement an administrative
procedure for resolving and paying claims for actual damages and replacement
value under Section 16-125(e) and (f) of the Act that will minimize the need
for formal complaint proceedings before the Commission. Utilities shall submit
a description of this administrative procedure to the Commission for approval.
The Commission shall provide all interested parties, specifically including
customers of the utility and units of local government within the service area
of the utility, with notice and the opportunity to comment on the utility's
proposed administrative procedure. A utility's administrative procedure shall
become effective only after approval by the Commission. The Commission shall
conclude this approval process within 90 days absent exigent circumstances. The
process shall:
1) Preserve, at the option of an affected customer, the
availability of the Commission's informal and formal complaint procedures in
the event that the customer chooses not to accept the administrative
resolution;
2) Define clearly and in plain language reasonable standards for
verification of damages and the procedures that will be followed by the utility
and shall notify the claimant of the right to seek a determination by the
Commission of actual damages or replacement value payable by the jurisdictional
entity in the event that the claimant chooses not to accept the administrative
resolution offered by the utility;
3) Be designed to resolve claims that are not stayed pursuant to
Section 411.220 of this Part within ninety days after the claimant making a
written claim and providing the required proof of damage in accordance with the
administrative procedure developed pursuant to this Section, and the utility
shall devote sufficient resources to the claims process such that a typical
claim is resolved within that period. In the event that a claimant furnishes
insufficient information to make a determination, the utility shall promptly
notify the claimant of that fact; and
4) Provide that, until such time as the Commission finds that a
utility is entitled to a waiver of liability under Section 16-125(e) or (f) of
the Act and this finding is not appealed or is upheld on appeal, the utility
will stay all pending claims subject to the application for waiver and shall
maintain in good order all such claims and supporting documentation as well as
all claims with supporting documentation that have been denied based upon the
utility's belief that it is entitled to a waiver. In addition, upon a
determination by the Commission that a utility is not entitled to a waiver of
liability under Section and the utility will notify (at their last known
address) customers whose administrative claims were either previously denied or
stayed by the utility on the grounds that the utility believed it was entitled
to a waiver of liability, and proceed to a determination of the claims on the
merits.
b) The determination of the utility's administrative complaint
resolution process shall not constitute evidence in the Commission or any court
of the liability or absence of liability of the utility, or of the amount of
damage, if any, suffered by the customer.
c) Damages under Section 16-125(e) of the Act shall include all
actual damages and litigation costs but not consequential damages. Damages
under Section 16-125(f) of the Act shall include the replacement value of all
goods damaged.
d) A customer or a unit of local government whose claim for
relief under Section 16-125(e) or (f) of the Act is not resolved through the
administrative procedures described in this Section may then seek relief from
the jurisdictional entity pursuant to the Commission's established complaint
procedures (83 Ill. Adm. Code 280.170).
SUBPART D: ELECTRIC SERVICE CUSTOMER SATISFACTION SURVEY
| TITLE 83: PUBLIC UTILITIES
CHAPTER I: ILLINOIS COMMERCE COMMISSION
SUBCHAPTER c: ELECTRIC UTILITIES
PART 411
ELECTRIC RELIABILITY
SECTION 411.300 PURPOSE OF SUBPART D
Section 411.300 Purpose of
Subpart D
This Subpart provides specific
instructions to the electric service jurisdictional entities on how to
administer the customer satisfaction survey mandated by the Electric Service
Customer Choice and Rate Relief Law of 1997 [220 ILCS 5/Art. XVI]. Each jurisdictional
entity is required to submit to the Commission an annual report that includes
the results of a customer satisfaction survey. The customer satisfaction
survey covers reliability of electric service, customer service, and customer
understanding of the jurisdictional entity's services and prices.
(Source: Added at 24 Ill. Reg. 12914, effective September 1, 2000)
| TITLE 83: PUBLIC UTILITIES
CHAPTER I: ILLINOIS COMMERCE COMMISSION
SUBCHAPTER c: ELECTRIC UTILITIES
PART 411
ELECTRIC RELIABILITY
SECTION 411.301 DEFINITIONS USED IN SUBPART D
Section 411.301 Definitions
Used in Subpart D
Absolute value
– A nonnegative number equal in numerical value to a given real number.
Attempt – Using a phone, electronic mail or U.S. mail to
contact residential or nonresidential customers.
Categorical
questions – Questions with response options limited to prescribed categories.
Confidence
interval – A range believed to contain the actual response of the entire
population, based on a sample result.
Confidence
level – The probability that a result, based on a sample, is likely to contain
the actual response of the entire population.
Contact information − A residential or nonresidential
customer's name, street address, phone number and/or email address.
Contingency
table – A depiction of observed and expected frequencies in the sample data.
Correlation
coefficient – An indicator of both the strength and the direction of a
relationship between responses. The coefficient has two components: a value
and a sign. Coefficient values range from 0 to 1 or 0 to -1 and indicate the
strength of the relationship between two variables. As the value of the
coefficient approaches 1, the relationship becomes stronger, with a value of 1
indicating a one-to-one correlation. As the value of the coefficient approaches
0, the relationship becomes weaker, with a value of 0 indicating no
relationship. The coefficient can be either positive or negative.
Cross-tabulations
– A widely used method for studying the relationship or association among and
between variables. In cross-tabulation, the sample is divided into subgroups in
order to examine how a variable of interest varies from subgroup to subgroup.
Descriptive
statistics – Statistics that organize and summarize information without
interpreting meaning. Descriptive statistics include, but are not limited to,
the range of responses, the median response, the mean response, and the modal
response.
Firmographics –
The statistical data of a business.
Mean response –
The sum of the numeric value of each response divided by the number of
responses.
Median
response – The numeric value of the response with 50% of responses above and
50% below it.
Modal response
– The response that occurs most frequently.
Non-responses –
The number of individuals in the sample who are not reached or refuse to
respond to the entire survey or to a specific question.
Pearson
Product Moment Correlation – The maximum likelihood estimator of population
correlation, under normal conditions. If underlying requirements are met, it is
most likely to detect co-variation or relationship between variables in the
population.
Population – The
total number, in each category, of residential and non-residential customers
for the jurisdictional entity.
Range of
responses – The distance between the highest score and the lowest score.
Rating
questions – Questions with response options expressed as a numeric value on a
scale of zero to ten.
Respondents – The
number of residential or nonresidential customers
who are reached and complete the survey.
Response rate –
This is calculated by dividing the number of respondents by the number of
prospective respondents contacted.
Sample size – The
total number of randomly selected customers, including those who responded and
those who did not.
Sampling frame
– The size of the accessible population from which a sample is drawn. For
example, where jurisdictional entities draw the sample from their customer
databases, the sampling frame is identical to the population. Where
jurisdictional entities use random digit dial, the sampling frame shall be
valid customer telephone numbers.
Standard
chi-square test – A statistical test used to determine if a relationship
between variables exists by comparing expected and observed cell frequencies.
Specifically, a chi-square test examines the observed frequencies in a category
and compares them to what would be expected by chance or would be expected if
there were no relationship between variables.
Statistically
significant – Differences at the .05 probability level and/or relationships
with a statistically significant correlation of .5 or higher.
Yes/no
questions – Questions with yes or no response options.
(Source: Amended at 46 Ill. Reg. 5653, effective March 22, 2022)
| TITLE 83: PUBLIC UTILITIES
CHAPTER I: ILLINOIS COMMERCE COMMISSION
SUBCHAPTER c: ELECTRIC UTILITIES
PART 411
ELECTRIC RELIABILITY
SECTION 411.305 CUSTOMER SURVEY REQUIREMENTS
Section 411.305 Customer
Survey Requirements
a) The survey addresses the following topics:
1) Residential and non-residential screening;
2) Overall satisfaction;
3) Reliability performance;
4) Customer service performance;
5) Understanding of services;
6) Tree-trimming performance;
7) Billing; and
8) Demographics and firmographics.
b) The research objectives for these surveys are to provide the
Commission with basic knowledge about:
1) Consumer understanding of electric delivery services and
prices for residential, commercial and industrial consumers for each utility;
2) Consumer satisfaction with electric delivery services and
reliability; and
3) Changes in understanding and satisfaction over time for
residential and non-residential consumers and within subgroups.
(Source: Added at 24 Ill. Reg. 12914, effective September 1, 2000)
| TITLE 83: PUBLIC UTILITIES
CHAPTER I: ILLINOIS COMMERCE COMMISSION
SUBCHAPTER c: ELECTRIC UTILITIES
PART 411
ELECTRIC RELIABILITY
SECTION 411.310 GENERAL CHARACTERISTICS OF THE CUSTOMER SURVEY
Section 411.310 General
Characteristics of the Customer Survey
a) The customer survey shall start no
earlier than September 1 and be completed by the end of the calendar year.
b) The survey can be conducted either
over the phone, by electronic mail, U.S. mail or online or any combination of
the preceding.
c) For residential and nonresidential
customers selected in the sample, the method used must be consistent with the
contact information provided by the customer. For example, if a customer does
not provide an e-mail address, then that customer shall not be surveyed via
e-mail, and therefore must be surveyed via telephone, online, or U.S. Mail.
d) The survey questions shall be identical for all jurisdictional
entities.
e) The survey shall be conducted for residential and
non-residential customers. For the residential population, the survey
respondent shall be the person in the household who is most familiar with the
household's electric service. For non-residential customers, the survey
respondent shall be the person who is most familiar with electric service in
the organization.
f) For each jurisdictional entity, the sample size shall be
adequate to ensure that answers are reflective of the population at a specified
statistical level of confidence and confidence interval as follows:
1) For residential customers, sample size shall be sufficient to
achieve a 95% confidence level with a confidence interval of ± 4.0%. This
confidence level and confidence interval equates to 600 respondents for
utilities with 10,000 or more residential customers. The sample size for
utilities with fewer than 10,000 residential customers would be adjusted by a
finite population correction factor calculated as (N-n)/(N-1), where N =
population size and n = originally required sample size.
2) For non-residential customers, sample size shall be sufficient
to achieve a 95% confidence level with a confidence interval of ± 4.9%. This
level of confidence and confidence interval equates to 400 respondents for
utilities with 10,000 or more non-residential customers and accordingly fewer
(i.e., (N-n)/(N-1)) for smaller jurisdictional entities.
g) Before eliminating a customer and randomly selecting a
replacement, the jurisdictional entities shall:
1) make a minimum of five attempts to contact each randomly
selected customer to request that the customer
complete the survey;
2) for telephone surveys, attempt to reach the randomly selected
customer at different times of day;
3) for telephone surveys, call the customer back at the specified
time if the customer answers the telephone but asks to respond to the survey at
a different time; and
4) for telephone surveys, call back at a time the target
respondent is expected at home or office if the telephone is answered by anyone
but the target respondent.
(Source: Amended at 46 Ill. Reg. 5653, effective March 22, 2022)
| TITLE 83: PUBLIC UTILITIES
CHAPTER I: ILLINOIS COMMERCE COMMISSION
SUBCHAPTER c: ELECTRIC UTILITIES
PART 411
ELECTRIC RELIABILITY
SECTION 411.315 SURVEY IMPLEMENTATION
Section 411.315 Survey
Implementation
a) The jurisdictional entities shall comply with the following
requirements in implementing the survey:
1) Each jurisdictional entity shall identify the most effective
sampling frame from which to draw the sample. Whichever sampling frame option
is chosen, a jurisdictional entity should continue with the chosen option for
all subsequent tracking studies unless the independent reviewer finds cause to
recommend an alternative sampling frame. Sampling frame options include:
A) A jurisdictional entity's customer database. If the
jurisdictional entity does not have the contact information for a randomly
selected customer, it shall attempt to locate the contact information in other
available utility databases or purchase the contact information from an outside
data provider;
B) Random digit dial for telephone surveys; and
C) Purchased lists;
2) An independent reviewer, such as a market research firm, shall
review the sampling methodology and response rates each year to confirm that
survey results adequately represent the entire population and are expected to
be standard among jurisdictional entities. If a jurisdictional entity's survey
results do not adequately represent the entire population and/or are not
expected to be standard among jurisdictional entities, the independent reviewer
shall recommend specific remedies or an alternative sampling frame for the following
year;
3) Each jurisdictional entity shall provide the name of a contact
person, if available from its database, to respond to the survey for any
randomly selected industrial customer known to be an industrial customer at the
time of selection;
4) A jurisdictional entity shall not volunteer the name of any
specific electricity provider during the course of the survey interview;
5) A jurisdictional entity shall not offer incentives to
encourage survey respondents to participate;
6) Jurisdictional entities shall not add questions to the survey;
7) In a single year, for telephone surveys, the same trained team
of interviewers shall be used to ensure consistency in conducting the
interviews;
8) For telephone surveys, interviewers shall be trained to
conduct the interviews effectively and efficiently to minimize any potential
for interviewer bias;
9) All jurisdictional entities that conduct the survey by
telephone shall use, or cause to be used, a computer-assisted telephone interview
software package that allows answers to be directly entered; and
10) All jurisdictional entities that
conduct the survey via internet shall allow answers to be directly entered by
the respondent.
b) Jurisdictional entities are encouraged to join together to
hire a single research firm to execute the survey. If the jurisdictional
entities elect to use a market research firm, the number of attempts promised
by the firm, as well as the firm's past success at achieving a high response
rate, shall be included in the selection criteria for the firm. Requests for
proposals shall specify that the market research firm complies with the
specifications of Sections 411.310 and 411.315 of this Part.
c) Jurisdictional entities shall pre-test the survey instrument with
a total of 30 randomly selected residential respondents and 30 randomly
selected non-residential respondents for all the jurisdictional entities
combined. If any portion of the survey instrument is confusing to respondents,
then the jurisdictional entities shall propose wording changes that preserve
the meaning but provide clarity. These proposed wording changes shall be
subject to approval by the Commission.
(Source: Amended at 46 Ill. Reg. 5653, effective March 22, 2022)
| TITLE 83: PUBLIC UTILITIES
CHAPTER I: ILLINOIS COMMERCE COMMISSION
SUBCHAPTER c: ELECTRIC UTILITIES
PART 411
ELECTRIC RELIABILITY
SECTION 411.320 FORMAT FOR RESULTS OF THE CUSTOMER SATISFACTION SURVEY
Section 411.320 Format for
Results of the Customer Satisfaction Survey
Each jurisdictional entity shall
present the survey responses as part of the annual report to the Commission as
required by 83 Ill. Adm. Code 411.120(b)(3)(G)(v). The annual report shall
include the following information regarding the results of the customer
satisfaction survey, described in greater detail in Sections 411.325 through
411.360 of this Part:
a) General information regarding the survey population, sampling
frame, sample size and response rates;
b) An executive summary;
c) Summary descriptive information about survey responses for
each question and for correlated questions, known as descriptive statistics,
according to a standard format for all jurisdictional entities;
d) Statistically significant contingency between demographic
questions cross-tabulated with each of: rating questions, yes/no questions, and
categorical questions;
e) Statistically significant contingency between rating questions
cross-tabulated with each of: yes/no questions, demographic questions, and
categorical questions; and
f) Comparative responses for the current year and the preceding
four years.
(Source: Added at 24 Ill. Reg. 12914, effective September 1, 2000)
| TITLE 83: PUBLIC UTILITIES
CHAPTER I: ILLINOIS COMMERCE COMMISSION
SUBCHAPTER c: ELECTRIC UTILITIES
PART 411
ELECTRIC RELIABILITY
SECTION 411.323 RAW DATA
Section 411.323 Raw Data
Each jurisdictional entity shall
make the raw data of survey responses available to the Commission for a period
of five years after the submittal date of the annual report presenting the
results of the survey. The Commission shall maintain the confidentiality of the
raw data of survey responses.
(Source: Added at 24 Ill. Reg. 12914, effective September 1, 2000)
| TITLE 83: PUBLIC UTILITIES
CHAPTER I: ILLINOIS COMMERCE COMMISSION
SUBCHAPTER c: ELECTRIC UTILITIES
PART 411
ELECTRIC RELIABILITY
SECTION 411.325 SURVEY PARAMETERS
Section 411.325 Survey
Parameters
Each jurisdictional entity must
provide the following general information about the survey parameters:
a) Population;
b) Sampling frame;
c) Sample size; and
d) Number of respondents and number of non-respondents.
(Source: Added at 24 Ill. Reg. 12914, effective September 1, 2000)
| TITLE 83: PUBLIC UTILITIES
CHAPTER I: ILLINOIS COMMERCE COMMISSION
SUBCHAPTER c: ELECTRIC UTILITIES
PART 411
ELECTRIC RELIABILITY
SECTION 411.330 CATEGORIES OF RESPONSES FOR SURVEY QUESTIONS
Section 411.330 Categories
of Responses for Survey Questions
a) There are three categories of responses for the questions on
the customer satisfaction survey:
1) Rating questions;
2) Yes/no questions; and
3) Categorical questions.
b) The survey instrument shall indicate whether the question is a
rating question, a yes/no question, or a categorical question.
c) The survey respondents shall not be given "N/A"
(which shall be taken to mean "No Answer") or "Don't Know"
as a response option. However, survey respondent
shall be allowed to decline to answer a question by choosing “decline to
answer” as a response option. If a customer declines to answer a question, the
jurisdictional entities shall report the number of respondents who declined to
answer each question.
(Source: Amended at 46 Ill. Reg. 5653, effective March 22, 2022)
| TITLE 83: PUBLIC UTILITIES
CHAPTER I: ILLINOIS COMMERCE COMMISSION
SUBCHAPTER c: ELECTRIC UTILITIES
PART 411
ELECTRIC RELIABILITY
SECTION 411.332 DESCRIPTIVE STATISTICS
Section 411.332 Descriptive
Statistics
a) The results of the customer satisfaction survey shall list,
for each question, the number and percent of responses tabulated in each
response category, including the total number of respondents and not including
non-respondents. Responses that are reported in percentages shall be carried
out to one decimal point.
b) The jurisdictional entities shall refer to Sections 411.335,
411.340, and 411.345 of this Part in presenting the results of the customer
satisfaction survey as part of the annual report to the Commission. Each
entity shall provide information on a question-by-question basis, including
every survey question, in conformance with the specifications listed in
Sections 411.335, 411.340, and 411.345 of this Part.
(Source: Added at 24 Ill. Reg. 12914, effective September 1, 2000)
| TITLE 83: PUBLIC UTILITIES
CHAPTER I: ILLINOIS COMMERCE COMMISSION
SUBCHAPTER c: ELECTRIC UTILITIES
PART 411
ELECTRIC RELIABILITY
SECTION 411.335 RATING QUESTIONS
Section 411.335 Rating
Questions
a) For the questions in the results of the customer satisfaction
survey where there is a range of answers from 0-10, the descriptive statistics
shall include the following information:
1) The total number of responses and non-responses (N/As);
2) The number and percentage of respondents that answered in each
response category;
3) The mean response;
4) The median response;
5) The modal response; and
6) The range of responses.
b) Jurisdictional entities shall also present cross-tabulations
indicating statistically significant relationships between rating questions and
categorical questions to show how respondents in different categories rated the
questions, as follows:
1) The number and percent of responses in each demographic
category; and
2) A ranking from highest to lowest of the mean, median, modal
and range of responses for each demographic type.
c) Statistically significant cross-tabulated statistics
describing responses by income shall present the income as the income per
household. Jurisdictional entities shall only report relationships with a
statistically significant correlation of, and/or differences of, .5 or higher
at the .05 probability level.
(Source: Added at 24 Ill. Reg. 12914, effective September 1, 2000)
| TITLE 83: PUBLIC UTILITIES
CHAPTER I: ILLINOIS COMMERCE COMMISSION
SUBCHAPTER c: ELECTRIC UTILITIES
PART 411
ELECTRIC RELIABILITY
SECTION 411.340 YES/NO QUESTIONS
Section 411.340 Yes/No
Questions
a) For the questions in the results of the customer satisfaction
survey where the response is "yes/no," the following descriptive
statistics shall be included:
1) The number and percent of responses and non-responses; and
2) The number and percent of yes and no responses.
b) Yes/no questions shall also be cross-tabulated with
demographic questions to show how respondents in different categories answered
the questions, including the number and percent of responses in each
demographic category.
c) Statistically significant cross-tabulated statistics
describing responses by income shall present the income as the income per
household. Jurisdictional entities shall only report relationships with a
statistically significant correlation of, and/or differences of, .5 or higher
at the .05 probability level.
(Source: Added at 24 Ill. Reg. 12914, effective September 1, 2000)
| TITLE 83: PUBLIC UTILITIES
CHAPTER I: ILLINOIS COMMERCE COMMISSION
SUBCHAPTER c: ELECTRIC UTILITIES
PART 411
ELECTRIC RELIABILITY
SECTION 411.345 CATEGORICAL QUESTIONS
Section 411.345 Categorical
Questions
a) For the categorical questions in the results of the customer
satisfaction survey, the following descriptive statistics shall be included:
1) The number and percent of responses and non-responses;
2) The number and percent of responses in each category;
3) The modal response; and
4) A ranking of the responses from the most frequent to the least
frequent.
b) Non-demographic categorical questions shall also be
cross-tabulated with demographic questions to show how respondents in different
categories answered the questions, including the number and percent of
responses in each demographic category.
c) Statistically significant cross-tabulated statistics
describing responses by income shall present the income as the income per
household. Jurisdictional entities shall only report relationships with a
statistically significant correlation of, and/or differences of, .5 or higher
at the .05 probability level.
(Source: Added at 24 Ill. Reg. 12914, effective September 1, 2000)
| TITLE 83: PUBLIC UTILITIES
CHAPTER I: ILLINOIS COMMERCE COMMISSION
SUBCHAPTER c: ELECTRIC UTILITIES
PART 411
ELECTRIC RELIABILITY
SECTION 411.350 DATA COMPARISONS
Section 411.350 Data
Comparisons
a) The jurisdictional entities shall cross-tabulate data for the
following two groupings of survey results:
1) Demographic Cross-Tabulations – Responses to demographic
questions shall be cross-tabulated by each of: rating questions, yes/no
questions, and categorical questions; and
2) Rating Cross-Tabulations – Responses to rating questions shall
be cross-tabulated by each of: yes/no questions, categorical questions and
demographic questions;
b) The statistic used to examine differences in the data shall be
the chi-square;
c) The jurisdictional entities shall present relationships, as
determined based on the standard chi-square test, using a contingency table;
d) All statistically significant differences between the observed
and expected response at the .05 probability level shall be noted;
e) The jurisdictional entities shall use correlation coefficients
to indicate the direction and strength of the relationship between reported
ratings of satisfaction and responses to each survey question;
f) The jurisdictional entities shall present relationships, as
determined based on the Pearson Product Moment Correlation, using a correlation
table; and
g) All relationships with a statistically significant correlation
that has an absolute value of .5 or higher shall be noted and shall be
explained in the executive summary.
(Source: Added at 24 Ill. Reg. 12914, effective September 1, 2000)
| TITLE 83: PUBLIC UTILITIES
CHAPTER I: ILLINOIS COMMERCE COMMISSION
SUBCHAPTER c: ELECTRIC UTILITIES
PART 411
ELECTRIC RELIABILITY
SECTION 411.355 TRACKING THE RESULTS OF THE CUSTOMER SATISFACTION SURVEY
Section 411.355 Tracking the
Results of the Customer Satisfaction Survey
a) The initial results of the customer satisfaction survey shall
establish a baseline of responses and serve as a point of comparison for future
responses.
b) After the first year that each question is used, each
jurisdictional entity shall provide a comparison of the current year responses
to the historical responses. For years two, three and four, the jurisdictional
entities shall show historical responses for two, three and four years,
respectively. For the fifth year and after, jurisdictional entities shall show
comparative responses for the current year and the preceding four years (five
years in total).
c) If a question is deleted, then it shall not be necessary to
present historical information in the annual report for the deleted question.
d) If a question is modified, then the modified question shall
establish a new baseline of responses and serve as a point of comparison for
future responses.
e) For modified questions, after the first year, each
jurisdictional entity shall provide a comparison of the current year responses
to the historical responses. For years two, three and four, the jurisdictional
entities shall show historical responses for two, three and four years,
respectively. For the fifth year and after, jurisdictional entities shall show
comparative responses for the current year and the preceding four years (five
years in total).
(Source: Added at 24 Ill. Reg. 12914, effective September 1, 2000)
| TITLE 83: PUBLIC UTILITIES
CHAPTER I: ILLINOIS COMMERCE COMMISSION
SUBCHAPTER c: ELECTRIC UTILITIES
PART 411
ELECTRIC RELIABILITY
SECTION 411.360 EXECUTIVE SUMMARY
Section 411.360 Executive
Summary
Jurisdictional entities shall
submit, in accordance with Section 411.160, an executive summary describing in
narrative form the meaning of the statistical information derived from the
survey results. This executive summary shall be sufficient to communicate to
the Commission customers' responses on all the survey questions, with emphasis
on:
a) Areas of particular satisfaction and dissatisfaction;
b) Changes over time; and
c) Statistically significant relationships between rating
questions and other questions and demographic questions and other questions.
(Source: Added at 24 Ill. Reg. 12914, effective September 1, 2000)
Section 411.TABLE A Causes of Interruptions
| TITLE 83: PUBLIC UTILITIES
CHAPTER I: ILLINOIS COMMERCE COMMISSION
SUBCHAPTER c: ELECTRIC UTILITIES
PART 411
ELECTRIC RELIABILITY
SECTION 411.TABLE A CAUSES OF INTERRUPTIONS
Section 411.TABLE A Causes
of Interruptions
|
Interruption Cause
Categories
|
Interruption Code
Description
|
|
Other Alternative Retail
Electric Supplier or Other Utility
|
Loss of Supply
Operating Event
|
|
Jurisdictional
Entity/Contractor Personnel-Errors
|
Unclassified Error
Switching Error
Accident by Jurisdictional
Entity
Testing Error
Dig-In by Jurisdictional
Entity
Accident by Jurisdictional
Entity
Contractor
Dig-In by Jurisdictional
Entity
Contractor
|
|
Customer
|
Overload
Customer Request
Customer Equipment
Non-payment of Bill
Tampering with Service
Access to Equipment Denied
Interruptible Service Tariff
or Contract
|
|
Public
|
Foreign Object
Fire
Vandalism
Accident by Others
Dig-In by Others
Vehicles
|
|
Weather Related
|
Lightning
Wind
Ice
Extreme Cold
Extreme Heat
Flooding
|
|
Animal Related
|
Wildlife
Birds
Snakes
Squirrels
Other
|
|
Tree Related
|
Tree Contact
Primary
Secondary
Service
Drop
Limb Broken
Primary
Secondary
Service
Drop
|
|
Overhead Equipment Related
|
Contamination
Malfunction
Broken Fuse Link
|
|
Underground Equipment Related
|
Underground Failure
Contamination
Malfunction
|
|
Intentional
|
Scheduled Construction, Maintenance or Repair
Emergency Repairs
Protection of System Integrity
|
|
Transmission and Substation
Equipment Related
|
Contamination
Transmission System Outage
Substation Equipment
|
|
Unknown
|
Unknown*
|
|
Other
|
Other
|
* This category shall not be used if a reasonable and customary
investigation should be expected to determine the proper cause of the
interruption for which one of the other categories would be more appropriate.
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
