Issue Date: February 24, 2012 Volume 39 Issue 4 Pages 311358

IN THIS ISSUE
General Assembly Judiciary Regulations Errata Special Documents General Notices

Pursuant to State Government Article, 7-206, Annotated Code of Maryland, this issue contains all previously unpublished documents required to be published, and filed on or before February 6, 2012, 5 p.m. Pursuant to State Government Article, 7-206, Annotated Code of Maryland, I hereby certify that this issue contains all documents required to be codified as of February 6, 2012. Brian Morris Acting Administrator, Division of State Documents Office of the Secretary of State

341

Proposed Action on Regulations

For information concerning citizen participation in the regulation-making process, see inside front cover. Symbol Key Roman type indicates existing text of regulation. Italic type indicates proposed new text. [Single brackets] indicate text proposed for deletion. Promulgation of Regulations An agency wishing to adopt, amend, or repeal regulations must first publish in the Maryland Register a notice of proposed action, a statement of purpose, a comparison to federal standards, an estimate of economic impact, an economic impact on small businesses, a notice giving the public an opportunity to comment on the proposal, and the text of the proposed regulations. The opportunity for public comment must be held open for at least 30 days after the proposal is published in the Maryland Register. Following publication of the proposal in the Maryland Register, 45 days must pass before the agency may take final action on the proposal. When final action is taken, the agency must publish a notice in the Maryland Register. Final action takes effect 10 days after the notice is published, unless the agency specifies a later date. An agency may make changes in the text of a proposal. If the changes are not substantive, these changes are included in the notice of final action and published in the Maryland Register. If the changes are substantive, the agency must repropose the regulations, showing the changes that were made to the originally proposed text. Proposed action on regulations may be withdrawn by the proposing agency any time before final action is taken. When an agency proposes action on regulations, but does not take final action within 1 year, the proposal is automatically withdrawn by operation of law, and a notice of withdrawal is published in the Maryland Register.

Title 20 PUBLIC SERVICE COMMISSION

Subtitle 50 SERVICE SUPPLIED BY ELECTRIC COMPANIES
Notice of Proposed Action
[12-071-P-I]

Estimate of Economic Impact I. Summary of Economic Impact. The regulations promulgate service quality and reliability standards that are designed to improve utility performance. The standards apply to the largest six electric utilities that operate in Maryland. The standards will have a positive economic impact in that they result in an overall benefit to consumers. The costs and benefits are quantified as discussed herein. Revenue (R+/R-) II. Types of Economic Expenditure Impact. (E+/E-) Magnitude A. On issuing agency: B. On other State agencies: C. On local governments: NONE NONE NONE Benefit (+) Cost (-)

The Public Service Commission proposes to: (1) Amend Regulation .03 under COMAR 20.50.01 General; (2) Amend Regulations .02 and .04 under COMAR 20.50.02 Engineering; (3) Amend Regulation .05 and repeal Regulations .06 and .07 under COMAR 20.50.07 Quality of Service; and (4) Adopt new Regulations .01 .14 under a new chapter, COMAR 20.50.12 Service Quality and Reliability Standards. This action was considered at a scheduled rule-making meeting on December 8, 9, 12, and 15, 2011, notice of which was given pursuant to State Government Article, 10-506, Annotated Code of Maryland. Statement of Purpose The purpose of this action is to implement service quality and reliability standards relating to the delivery of electricity to retail customers by electric companies, to require electric companies to file annual reports specifying whether the electric company met the service quality and reliability standards, to require electric companies to file corrective actions plans if it fails to meet the service quality and reliability standards, and to otherwise provide for the enforcement of the established service quality and reliability standards. Comparison to Federal Standards There is no corresponding federal standard to this proposed action.

Magnitude

D. On regulated $365 million through industries or trade groups: (-) year 2015 E. On other industries or trade groups: NONE F. Direct and indirect $1,400 million effects on public: (+) through year 2015 III. Assumptions. (Identified by Impact Letter and Number from Section II.) D. The regulations require electric utilities to establish a high level of service quality and reliability performance. The level is established through the implementation of specific service quality and reliability standards. The cost estimate provided above is an estimation of potential costs the six largest utilities may incur to improve service quality and reliability to a high level as required under current law.

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PROPOSED ACTION ON REGULATIONS 342 The estimation includes some costs currently being incurred by electric utilities to improve reliability performance, as well as expected costs that may be incurred through 2015. Some of these costs and cost items may be included in future electric utility rates, subject to Commission review to ensure expenditures are just and reasonable. The cost estimation is based on improving each utilitys performance relative to its 5-year historical performance average using calendar years 20062010. F. The benefits are derived from an improvement in reliability performance by the electric utilities through 2015. The benefits are based on improving each utilitys performance relative to its 5-year historical performance average using calendar years 2006 2010. The regulations also require an improvement in utility customer call center performance. The benefit derived from an improvement in call center performance is unquantifiable. Economic Impact on Small Businesses The proposed action has a meaningful economic impact on small business. An analysis of this economic impact follows. The benefit estimate is based on the total customer base of the six largest electric utilities operating in Maryland and not specifically attributable to small businesses. However, all electric utility customers will benefits from the improvements in service quality and reliability performance, including small businesses operating in a utilitys service territory. Additionally, when utilities recover costs associated with complying with service quality and reliability standards, the costs will be allocated to customer classes, including customer classes with small businesses. The amount of any potential increase in utility rates that will be applicable to small businesses is unquantifiable at this time. Impact on Individuals with Disabilities The proposed action has no impact on individuals with disabilities. Opportunity for Public Comment Comments may be sent to David J. Collins, Executive Secretary, Public Service Commission, William Donald Schaefer Tower, 6 St. Paul Street, Baltimore, Maryland 21202-6806, or call 410-767-8067. Comments will be accepted through March 26, 2012. A public hearing has not been scheduled. Editors Note on Incorporation by Reference Pursuant to State Government Article, 7-207, Annotated Code of Maryland, the Guide for Electric Power Distribution Reliability Indices, IEEE Standard 13662003, 4.5 Major event day classifications has been declared a document generally available to the public and appropriate for incorporation by reference. For this reason, it will not be printed in the Maryland Register or the Code of Maryland Regulations (COMAR). Copies of this document are filed in special public depositories located throughout the State. A list of these depositories was published in 39:2 Md. R. 104 (January 27, 2012), and is available online at www.dsd.state.md.us. The document may also be inspected at the office of the Division of State Documents, 16 Francis Street, Annapolis, Maryland 21401. by a customer service representative or an automated voice response system. (b) Answer does not include an acknowledgement that a telephone caller is waiting on the line. (1-1) Abandoned call means a telephone call in which the customer has elected to speak to a customer service representative but the call is terminated before the customer service representative answers. [(1)] (1-2) Bordering jurisdiction (text unchanged) (2)(5) (text unchanged) (5-1) Cultural control practices means control of vegetation through the establishment of compatible stable plant communities or the use of crops, pastures, mulching, or other managed landscapes. [(5-1)] (5-2) [(5-2)] (5-3) (text unchanged) (5-4) Customers experiencing multiple interruptions (CEMIn) means the ratio of the total number of customers experiencing more than n sustained interruptions divided by the total number of customers served. [(5-3)] (5-5) [(5-6)] (5-8) (text unchanged) (6) (7) (text unchanged) (7-1) Government emergency responder means fire and police personnel and government employees who: (a) Are working at the direction of fire, police, or 911 emergency dispatcher personnel to respond to an emergency; or (b) Have been identified by fire, police, or 911 dispatcher personnel as responding to an emergency. (7-2) Hazard tree means a structurally unsound tree or tree limb that could strike poles, substations, or energized overhead electric plant when it falls. (7-3) Institute of Electrical and Electronics Engineers (IEEE) major event day means a day determined to be a major event day using the IEEE method of determining excludable data for calculation of reliability indices under IEEE Std 1366 TM 2003. (8) (text unchanged) [(9) Major event interruption data means all electric customer interruption occurrence and duration information collected by the utility during a time period when: (a) More than 10 percent of a utilitys Maryland, or bordering jurisdiction, customers are without service; and (b) Restoration of electric service to these customers takes more than 24 hours.] [(10)] (9) Major [storm] outage event means a weatherrelated event during which: (a) Both: (i) More than 10 percent or 100,000, whichever is less, of the electric utilitys Maryland customers experience a sustained interruption of electric service; and [(b)] (ii) Restoration of electric service to any of these customers takes more than 24 hours; or (b) The federal, State, or local government declares an official state of emergency in the utilitys service territory and the emergency involves interruption of electric service. (10) Major outage event interruption data means all electric customer interruption occurrence and duration information collected by the utility during a major outage event. (10-1) Mature tree means a tree, whether or not previously pruned by the utility, that is well-established with a defined crown and that is at least 20 feet tall or 6 inches in diameter at breast height. Mature tree does not include a hazard tree. (11) (text unchanged) (11-1) Momentary average interruption frequency index (MAIFIE) means the ratio of the total number of customer momentary interruption events divided by the total number of customers served. (12) (text unchanged)

20.50.01 General
Authority: Public Utilities Article, 2-113, 2-121, 5-101, 5-303, and 7-203, Annotated Code of Maryland

.03 Definitions. A. (text unchanged) B. Terms Defined. (1) Answer. (a) Answer means rendering assistance to a telephone caller or accepting information necessary to process a telephone call

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PROPOSED ACTION ON REGULATIONS 343 (12-1) Normal conditions means conditions other than a major outage event. (13)-(17) (text unchanged) (17-1) Protective devices means substation breakers and reclosers, line reclosers, line sectionalizing equipment, and line fuses. (18) (19) (text unchanged) (20) System average interruption duration index (SAIDI) [means the sum of the customer interruption hours divided by the total number of customers served] has the meaning stated in Public Utilities Article, 7-213(a)(2), Annotated Code of Maryland. (21) System average interruption frequency index (SAIFI) [means the sum of the number of customer interruptions divided by the total number of customers served] has the meaning stated in Public Utilities Article, 7-213(a)(3), Annotated Code of Maryland. (22) (26) (text unchanged) .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; and (2) 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 immediately preceding calendar year. (2) The data used by a utility to determine the poorest performing feeders and multiple device activations shall include outage data from the 12-month period ending September 30 of the immediately preceding calendar year. C. Reliability Standards System-Wide Indices. (1) A utility shall collect and maintain the data necessary to report CAIDI, SAIDI, and SAIFI for its system and each operating district, consisting of all feeders assigned to Maryland under Regulation .03D of this chapter. (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: (a) All interruption data; and (b) All interruption data minus major outage event interruption data. (3) For cooperatively owned utilities, each index shall be calculated and reported in the annual performance report using the following sets of input data: (a) All interruption data; (b) All interruption data minus major outage event interruption data; and (c) All interruption data minus major outage event interruption data and minus outage data resulting from an outage event occurring on another utilitys electric system. D. SAIDI and SAIFI Standards. (1) The SAIDI and SAIFI reliability standards for calendar years 20122015 and thereafter, unless changed by the Commission, are as follows: (a) Baltimore Gas and Electric Company 2012 2013 2014 2015 SAIDI 4.24 3.96 3.69 3.44 SAIFI 1.51 1.47 1.43 1.39 (b) Choptank Electric Cooperative, Inc. 2012 2013 2014 2015 SAIDI 2.99 2.92 2.74 2.58 SAIFI 1.50 1.49 1.44 1.39 (c) Delmarva Power and Light Company 2012 2013 2014 2015 SAIDI 3.25 2.99 2.78 2.62 SAIFI 1.77 1.65 1.55 1.46 (d) Potomac Edison Company 2012 2013 2014 2015 SAIDI 3.28 3.05 2.92 2.79 SAIFI 1.11 1.10 1.09 1.08 (e) Potomac Electric Power Company 2012 2013 2014 2015 SAIDI 3.18 2.82 2.58 2.39 SAIFI 1.95 1.81 1.61 1.49 (f) Southern Maryland Electric Cooperative, Inc. 2012 2013 2014 2015 SAIDI 2.37 2.35 2.33 2.32 SAIFI 1.39 1.38 1.37 1.36

20.50.02 Engineering
Authority: Public Utilities Article, 2-113, 2-121, 5-101, and 5-303, Annotated Code of Maryland

.02 Acceptable Standards. A.E. (text unchanged) F. Conformance Test Procedures for Equipment Interconnecting Distributed Resources with Electric Power Systems, IEEE Standard 1547.12005; [and] G. NEMA Standards Publication TP 1-2002; and H. Guide for Electric Power Distribution Reliability Indices, IEEE Standard 13662003, 4.5 Major event day classifications. .04 Electric Plant Operation and Maintenance. [A.] Each utility shall adopt written operation and maintenance procedures for its electric plant in order to determine the necessity for replacement and repair. The frequency of the various procedures shall be based on the utilitys experience and accepted good practice. Each utility shall keep sufficient records to give evidence of compliance with its operation and maintenance procedures. B. E. (proposed for repeal)

20.50.07 Quality of Service

Authority: Public Utilities Article, 2-121, 5-101, and 5-303 Annotated Code of Maryland

.05 Interruption of Service. A. (text unchanged) B. Report to Commission. (1) Each utility shall promptly report to the Commissions Engineering Division and Office of External Relations: (a) The onset of a major [storm] outage event; (b) (c) (text unchanged) (2) (3) (text unchanged) C. F. (text unchanged)

20.50.12 Service Quality and Reliability Standards

Authority: Public Utilities Article, 7-213, 13-201, and 13-202 Annotated Code of Maryland

.01 Applicability. These regulations apply to an electric company with a total number of 40,000 or more customers served in Maryland.

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PROPOSED ACTION ON REGULATIONS 344 (2) Each investor-owned utilitys annual SAIDI and SAIFI reliability standard shall be measured against its system-wide annual SAIDI and SAIFI result, including all interruption data minus major outage event interruption data and consisting of all feeders assigned to Maryland under Regulation .03D of this chapter. (3) Each cooperatively owned utilitys annual SAIDI and SAIFI reliability standard shall be measured against its system-wide annual SAIDI and SAIFI result, including all interruption data minus major outage event interruption data and minus outage data resulting from an outage event occurring on another utilitys electric system. (4) A utilitys annual SAIDI result shall be equal to or less than its annual SAIDI reliability standard established in D(1) of this regulation. (5) A utilitys annual SAIFI result shall be equal to or less than its annual SAIFI reliability standard established in D(1) of this regulation. (6) Effective Date and Proration. (a) For the year in which the regulations become effective, each utilitys SAIDI and SAIFI reliability standard shall be effective on July 1, or the effective date of this regulation, whichever is later, and prorated to account for the number of days from the effective date of this regulation until the end of that calendar year. (b) The prorating shall be calculated by dividing the SAIDI and SAIFI reliability standard for the applicable year by the number of days in the calendar year to determine a daily SAIDI and SAIFI value. (c) The daily SAIDI and SAIFI value shall be multiplied by the number of days remaining in the calendar year starting from the effective date of these regulations to establish the SAIDI and SAIFI standard for the year in which this regulation is promulgated. (d) The utilitys actual SAIDI and SAIFI performance shall be measured over the same time period specified in D(6)(c) of this regulation. (7) SAIDI and SAIFI Standards after 2015. (a) For the calendar year 2016 and each calendar year thereafter, the Commission shall establish SAIDI and SAIFI reliability standards and any other appropriate reliability requirements for each utility. (b) By March 1, 2014 and every 4 years thereafter, unless otherwise directed by the Commission, each utility: (i) Shall file proposed annual SAIDI and SAIFI reliability standards and supporting testimony for its Maryland service territory. The proposed annual SAIDI and SAIFI reliability standards shall be for a 4-calendar-year period, at a minimum; and (ii) May propose any other appropriate reliability requirement for the Commissions consideration along with supporting testimony. E. If a utility fails to satisfy the standard in D(4) or (5) of this regulation, it shall provide a corrective action plan, preferably in its annual performance report but by no later than April 1. .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: (a) All interruption data; and (b) All interruption data minus major outage event interruption data. (3) For cooperatively owned utilities, each index shall be calculated and reported in the annual performance report using the following sets of input data: (a) All interruption data; (b) All interruption data minus major outage event interruption data; and (c) All interruption data minus major outage event interruption data and minus outage data resulting from an outage event occurring on another utilitys electric system. (4) The method used by a utility to identify the feeders with poorest reliability and the quantitative results derived from the method shall be stated in the annual performance report and the method may not be subsequently changed by the utility without Commission approval. (5) No feeder ranked in the poorest performing 3 percent of feeders shall perform in the poorest performing 3 percent of feeders during either of the two subsequent 12-month reporting periods, after allowing one 12-month reporting period for the utility to implement remediation measures, unless the utility has undertaken reasonable remediation measures to improve the performance of the feeder. (6) A utility shall not consider the poorest performing feeders from the immediately preceding reporting period when determining the poorest performing feeders for the current reporting period. B. Poorest Performing Feeder Standard for Feeders Not Assigned to Maryland. (1) For each feeder not assigned to Maryland that serves more than ten Maryland customers, the utility shall report the feeder in its annual performance report and the feeders CAIDI, SAIDI, and SAIFI indices, if the feeder would have been included on the poorest performing feeder list but for the fact that the feeder is not assigned to Maryland. (2) For each feeder included in B(1) of this regulation, the utility shall report the number of customers located in Maryland and the number of customers located in a bordering jurisdiction. (3) For each feeder reported in B(1) of this regulation, the utility shall implement reasonable remediation measures to improve the performance of the feeder portion serving Maryland customers, which measures shall be described by the utility in its annual performance report. If implementing a remediation plan is not reasonable, the utility shall provide an explanation of its decision in its annual performance plan. (4) The reliability indices and method for identifying the performance of feeders under this provision shall be consistent with A(2), (4), and (6) of this regulation. C. Evaluation of Remedial Actions. For the feeders that are identified as having the poorest performance, the utility shall provide the following information: (1) In the annual performance report in which the feeders are identified as requiring reasonable remediation measures, a brief description of the actions taken or proposed, if any, to improve reliability and the actual or expected completion date of the action; and (2) In the five subsequent annual performance reports, the performance of the feeder shall be reported with its performance ranking. This reporting requirement does not alter A(6) of this regulation. D. Feeders Assigned to Maryland. (1) All feeders of a utility that serve only Maryland customers are assigned to Maryland. (2) For a utility that has one or more feeders that serve a Maryland customer and at least one customer in a bordering jurisdiction: (a) The feeders used in determining the utilitys system-wide SAIDI and SAIFI performance results as reported to the Commission by the utilitys 2010 annual reliability report shall be assigned to Maryland unless otherwise directed by the Commission;

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PROPOSED ACTION ON REGULATIONS 345 (b) The utility may not change the assignment list without Commission approval; and (c) For a new feeder added to the utilitys system, or an existing feeder that is modified, that serves more than ten Maryland customers and at least one customer in a bordering jurisdiction, the utility shall file notice with the Commission advising of the feeders assignment. E. If a utility fails to satisfy the standard in A(5) of this regulation with respect to a feeder assigned to Maryland, it shall provide a corrective action plan, preferably in its annual performance report but by no later than April 1. .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 evaluate and report in its annual performance report the cause for the multiple activations. C. For each device referenced in A of this regulation, the utility shall implement reasonable remediation measures to reduce the number of activations and describe the measures in its annual performance report. D. For each device referenced in A of this regulation, the device shall not experience five or more activations, including all customer sustained interruption data, during either of the two subsequent 12month reporting periods after allowing one 12-month reporting period for the utility to implement remediation measures. E. If a utility fails to satisfy the standard in D of this regulation, it shall provide a corrective action plan, preferably in its annual performance report but by no later than April 1. .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 supplemental annual performance report an annual (CEMIn) for customers experiencing three or more (CEMI2), five or more (CEMI4), seven or more (CEMI6), and nine or more (CEMI8) sustained interruptions unless it does not have the means to make the calculation, in which case it shall provide an explanation of the reason, and an estimate of the cost to provide the information in the future. C. A utility shall calculate and report in its supplemental annual performance report an annual (MAIFIE) for its Maryland service territory unless it does not have the means to make the calculation, in which case it shall provide an explanation of the reason, and an estimate of the cost to provide the information going forward. .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 experiencing sustained interruptions during major outage events where the total number of sustained interruptions is less than or equal to 400,000 or 40 percent of the utilitys total number of customers, whichever is less. C. If more than one major outage event subject to the standard set forth in B of this regulation occurs during a calendar year, the restoration percentage shall be calculated by giving equal weight to all sustained interruptions occurring during the major outage events. D. During each calendar year, a utility shall restore service as quickly and safely as permitted to its customers experiencing sustained interruptions during each major outage event in which the total number of sustained interruptions is greater than 400,000 or 40 percent of the utilitys total number of customers, whichever is less. E. If a utility fails to satisfy the standard in A, B or D of this regulation during the previous calendar year, it shall provide a corrective action plan, preferably in its annual performance report but by no later than April 1. F. In the calendar year these regulations become effective, A and B of this regulation shall apply from the effective date of the regulations until the end of the calendar year. .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 corrective action plan, preferably in its annual performance report but by no later than April 1. C. Each utility shall coordinate its response to a government emergency responder guarded downed electric wire consistent with any program established by a fire department, police department, or 911 emergency dispatcher. D. Each utility shall exercise reasonable care to reduce the potential hazard caused by a downed electric wire to which its employees, its customers, and the general public may be subjected. .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 offered to the utility for customer service or outage reporting purposes. C. Busy Signals. Each utility shall design its telecommunications systems to accommodate expected volumes of customer calls with minimal or, if possible, no customer busy signals during both normal conditions and major outage events. D. Other Customer Communications Information. Each utility shall state in its supplemental annual performance report: (1) Based solely upon those calls offered to its customer service representatives: (a) The percentage of calls that are answered within 30 seconds; and (b) The abandoned call percentage rate; and (2) The average speed of answer, which shall be calculated by dividing the total amount of time callers spend in queue after requesting to speak to a customer service representative through the automated voice response system by the total number of calls handled, including calls handled by the automated voice response system. E. Customer Communications Standards Period. (1) Each standard in this regulation is measured using the 12month period ending December 31. (2) For the calendar year in which the regulations become effective, the standards shall be measured from the date the

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PROPOSED ACTION ON REGULATIONS 346 regulations are effective until and including December 31 of that year for reporting purposes only. F. Reporting. Each utility shall report its year-ending performance in its annual performance report. G. Except as otherwise set forth in D of this regulation, the standards in this regulation shall apply to customer calls offered to or received by a utilitys call overflow system or a third-party vendor retained by the utility. H. Corrective Action Plan. If a utility fails to satisfy the standard in A, B or C, of this regulation, it shall provide a corrective action plan, preferably in its annual performance report but by no later than April 1. .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 utilitys implementation of more aggressive vegetation management standards and practices. (3) The vegetation management requirements in this chapter apply to the extent not limited by contract rights, property rights, or any controlling law or regulation of any unit of State or local government. (4) This regulation applies to any electric transmission plant not regulated by the Federal Energy Regulatory Commission. B. Technical Standards for Vegetation Management. (1) Each utility shall ensure that vegetation management conducted on its energized plant is performed in accordance with the standards applicable to Maryland Licensed Tree Experts, which are incorporated by reference under COMAR 08.07.07.02. (2) Each utilitys vegetation management program shall address, at a minimum, all of the following activities: (a) Tree pruning and removal; (b) Vegetation management around poles, substations, and energized overhead electric plant; (c) Manual, mechanical, or chemical vegetation management along rights-of-way; (d) Inspection of areas where vegetation management is performed after the vegetation management; (e) Cultural control practices; (f) Public education regarding vegetation management practices; (g) Public and customer notice of planned vegetation management activities; and (h) Debris management during routine vegetation management and during outage restoration efforts. (3) Each utility shall develop its own vegetation management program, which shall be consistent with this regulation. In developing the program, a utility shall conduct its vegetation management and determine the extent and priority of vegetation management to be performed at a particular site based on these factors: (a) The extent of the potential for vegetation to interfere with poles, substations, and energized overhead electric plant; (b) The voltage of the affected energized conductor, with higher voltages requiring larger clearances; (c) The relative importance of the affected energized conductor in maintaining safety and reliability; (d) The type of conductors and type of overhead construction; (e) The likely regrowth rate for each species of vegetation at the site; (f) The potential movement of energized conductors and vegetation during various weather conditions; (g) The utilitys legal rights to access the area where vegetation management is to be performed; (h) The maturity of the vegetation; (i) The identification of the structural condition of the vegetation, including the characteristics of a species as one having a high probability of causing a service interruption during weather events; (j) State and local statutes, regulations, or ordinances affecting utility performance of vegetation management; (k) Customer acceptance of the proposed vegetation management where the utility does not have legal rights to perform vegetation management; and (l) Any other appropriate factor approved by the Commission. (4) Each utility shall file a copy of its vegetation management program with the Commission within 90 days of the effective date of this regulation. If a utility makes a change in its vegetation management program, the utility shall file a copy of the change with the Commission no later than 30 days prior to implementing the change, unless exigent circumstances warrant implementation without prior notice, in which case the change shall be filed by no later than 30 days after implementation. C. Training, Record Keeping, and Reporting. (1) Each utility shall adopt standards, to the extent not covered by other existing law, to be used by all persons who perform vegetation management for the utility, whether employees or contractors, for the proper care of trees and other woody plants, including safety practices and line clearance techniques. (2) The utility shall monitor and document scheduled vegetation management and related activities the utility or its contractor performs. Documentation shall include, but is not limited to: (a) Identification of each circuit or substation or, if applicable, both circuit and substation where vegetation management was performed; (b) The type of vegetation management performed including removal, trimming, and spraying and methods used; (c) The name of the Maryland Licensed Tree Expert responsible for oversight of vegetation management at the circuit or substation level; (d) The approximate date of activity; (e) Any occurrence resulting in serious injury to a person as a result of vegetation management activities; and (f) When a utility seeks to remove a tree or limb, but is unable to do so because permission or cooperation is not obtained. (3) Each utility shall include a summary of the information required under C(2) of this regulation about its vegetation management during the preceding calendar year, and shall describe vegetation management planned for the current calendar year, as part of the annual performance report required to be filed with the Commission under Regulation .11 of this chapter. The annual performance report also shall include: (a) Expenditures for vegetation management in the preceding calendar year; (b) Vegetation management budget for the current calendar year; (c) Circuits or substations, completion dates, and the estimated number of overhead circuit miles trimmed in the preceding calendar year in compliance with the cyclical vegetation management requirements set forth under F of this regulation; (d) Circuits or substations and the estimated number of overhead circuit miles scheduled for the current calendar year in compliance with the cyclical vegetation management requirements set forth under F of this regulation; (e) Total overhead circuit miles for the system; and

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PROPOSED ACTION ON REGULATIONS 347 (f) If applicable, a corrective action plan, preferably in its annual performance report or, if necessary, in the supplemental annual performance report. (4) Each utility shall report its own violation of this chapter to the Commission within 60 days of discovery and include its plan for correcting each violation. D. Public Notice of Planned Vegetation Management. (1) Each utility shall make a reasonable attempt to notify an owner or occupant of all properties upon which cyclical, planned vegetation management is to be performed. This requirement will be satisfied if the utility provides notice to affected property owners or occupants at least 7 days, but not more than 120 days, prior to performing cyclical, planned vegetation management activity. Notice shall be provided by direct mailing, door hanger, postcard, personal contact, or a different method if approved by the Commission, but may not be made solely by bill insert. Nothing in this regulation prohibits a utility from using more than one of these methods. (2) Each utility or its contractor shall provide written notice of any cyclical, planned vegetation management activities to a primary contact for each county and municipality affected at least 2 months before commencing the activities unless the county or municipality notifies the utility that written notification is not required. E. Outreach Programs. (1) Each utility shall conduct an annual public education program to inform its customers, as well as a primary contact for each county and municipality in the utilitys service territory, of the importance of vegetation management, and of the utilitys role and responsibility in managing vegetation near electric lines, poles, and substations. (2) The public education program required under this section shall be implemented by direct mail, bill inserts, or a different method if approved by the Commission. (3) Each utility shall post its vegetation management public education materials on its website. F. Specific Requirements. Each utility shall perform vegetation management based on the following schedule: (1) Initially beginning on January 1 of the year immediately following the effective date of this regulation, a utility on a 4-year trim cycle shall within: (a) 12 months perform vegetation management on not less than 15 percent of its total distribution miles; (b) 24 months perform vegetation management on not less than 40 percent of its total distribution miles; (c) 36 months perform vegetation management on not less than 70 percent of its total distribution miles; and (d) 4 years perform vegetation management on not less than 100 percent of its total distribution miles. (2) Initially beginning on January1 of the year immediately following the effective date of this regulation, a utility on a 5-year trim cycle shall within: (a) 12 months perform vegetation management on not less than 12 percent of its total distribution miles; (b) 24 months perform vegetation management on not less than 32 percent of its total distribution miles; (c) 36 months perform vegetation management on not less than 56 percent of its total distribution miles; (d) 48 months perform vegetation management on not less than 75 percent of its total distribution miles; and (e) 5 years perform vegetation management on not less than 100 percent of its total distribution miles. (3) Each utility shall follow the vegetation management performance requirement under F(1) or (2) of this regulation for each subsequent trim cycle.

_________________________________ G. Vegetation management shall be performed based on the factors set forth under B(3) of this regulation. The following minimum clearances shall be obtained at the time vegetation management is conducted to the extent not limited by contract rights, property rights or other controlling legal authority: (1) Horizontal clearances: (a) Greater than 34.5 kV: The clearance from the conductors shall be the greater of 15 feet or 4 years growth if using a 4-year trim cycle (or 5 years growth if using a 5-year trim cycle). Horizontal clearance beneath the conductors shall be measured radially.

Figure No. 1: >34.5 kV No Overhanging Limbs Clear Above

Note that 15 Feet represents the > of 15 Feet or Cycle Length Clearance

15 Feet 15 Feet Radial

15 Feet

Clearances achieved at time of trimming

Drawing Not To Scale

MARYLAND REGISTER, VOLUME 39, ISSUE 4, FRIDAY, FEBRUARY 24, 2012

PROPOSED ACTION ON REGULATIONS 348 (b) From 14 kV to 34.5 kV: The clearance from the conductors shall be the greater of 10 feet or 4 years growth if using a 4year trim cycle (or 5 years growth if using a 5-year trim cycle). Horizontal clearance beneath the conductors shall be measured radially.

Figure No. 2: From 14 kV to 34.5 kV No Overhanging Limbs Clear Above

Note that 10 Feet represents the > of 10 Feet or Cycle Length Clearance

10 Feet 10 Feet Radial

10 Feet

Clearances achieved at time of trimming

Drawing Not To Scale

(c) Less than 14 kV but at least 600 volts: The clearance from the conductors shall be 4 years growth if using a 4-year trim cycle (or 5 years growth if using a 5-year trim cycle). Horizontal clearance beneath the conductors shall be measured radially.
Figure No. 3: < 14 kV, but at Least 600 Volts Substation to First Protective Device
Multiple Open Wires on Cross-Arm and Armless Construction No Overhanging Limbs Clear Above (Also applies to a conductor between 14 kV and 34.5 kV operated only as a distribution feeder)

4 to 5 Yrs. Radial Clearance

4 to 5 Yrs. Radial Clearance

Clearances achieved at time of trimming

Drawing Not To Scale

(d) For a conductor with a voltage from 14 kV to 34.5 kV which is operated only as a distribution feeder, the horizontal clearance shall be as set forth under G(1)(c) of this regulation as if its voltage were less than 14 kV but at least 600 volts.

MARYLAND REGISTER, VOLUME 39, ISSUE 4, FRIDAY, FEBRUARY 24, 2012

PROPOSED ACTION ON REGULATIONS 349 (e) The horizontal clearances are the minimum clearances the utility shall establish during each cyclical planned vegetation management trim cycle. (2) Vertical clearances: (a) Greater than 34.5 kV: The vertical clearance above the conductors shall be established by removing all overhanging limbs within the maximum horizontal clearance zone specified under G(1)(a) of this regulation. The vertical clearance below the conductors shall be the greater of 15 feet or 4 years growth (or 5 years growth if using a 5-year trim cycle). The vertical clearance below the conductors shall be measured radially. See Figure No. 1 (b) From 14 kV to 34.5 kV: The vertical clearance above the conductors shall be established by removing all overhanging limbs above the conductors within the horizontal clearance zone specified under G(1)(b) of this Regulation. The vertical clearance below the conductors shall be the greater of 10 feet or 4 years growth (or 5 years growth if using a 5-year trim cycle). The vertical clearance below the conductors shall be measured radially. See Figure No. 2. (c) Less than 14 kV but at least 600 volts: (i) Multiple open wires on a cross-arm or armless construction from the substation to the first protective device: The vertical clearance above the conductors shall be established by removing all overhanging limbs above the conductors wi thin the horizontal clearance zone specified under G(1)(c) of this regulation. The vertical clearance below the conductors shall be 4 years growth (or 5 years growth if using a 5-year trim cycle). The vertical clearance below the conductors shall be measured radially. (ii) Except as provided in G(2)(c)(i) for multiple open wires on a cross-arm or armless construction, the vertical clearance above the conductors is 15 feet. The vertical clearance below the conductors is 4 years growth (or 5 years growth if using a 5-year trim cycle). The vertical clearances above and below the conductor shall be measured radially.
Figure No. 4: < 14 kV, but at Least 600 Volts
Multiple Open Wires on Cross-Arm and Armless Construction (Also applies to a conductor between 14 kV and 34.5 kV operated only as a distribution feeder)

4 to 5 Yrs. Radial Clearance

15 Feet Clearance Above

4 to 5 Yrs. Radial Clearance 4 to 5 Yrs. Radial Clearance

Clearances achieved at time of trimming

Drawing Not To Scale

(iii) Spacer cable, tree wire with messenger cable above, aerial cable, and single-phase: The vertical clearance above the conductors is 6 feet. The vertical clearance below the conductors is 4 years growth (or 5 years growth if using a 5-year trim cycle). The vertical clearance above and beneath the conductors shall be measured radially.

MARYLAND REGISTER, VOLUME 39, ISSUE 4, FRIDAY, FEBRUARY 24, 2012

PROPOSED ACTION ON REGULATIONS 350

Figure No. 5: < 14 kV, but at Least 600 Volts
Spacer Cable, Aerial Cable, Armless w/Messenger, Single Phase
(Also applies to a conductor between 14 kV and 34.5 kV operated only as a distribution feeder)

6 Feet
Clearance 4 to 5 Yrs. Radial Clearance

Above

4 to 5 Yrs. Radial Clearance 4 to 5 Yrs. Radial Clearance

Clearances achieved at time of trimming

Drawing Not To Scale

(d) For a conductor with a voltage from 14 kV to 34.5 kV which is operated only as a distribution feeder, the vertical clearance shall be as set forth in the corresponding standard contained in G(2)(c) of this regulation as if its voltage were less than 14 kV but at least 600 volts. (e) The vertical clearances are the minimum clearances the utility shall establish during each cyclical planned vegetation management trim cycle. (3) Mature trees may be exempt from the minimum clearance requirements specified above at the utilitys reasonable discretion for voltage levels at 34.5 kV and below H. Federal Energy Regulatory Commission Jurisdictional Transmission Plant. Each utility shall file with the Commissions Engineering Division a copy of all vegetation management related filings associated with a transmission line in Maryland to the Federal Energy Regulatory Commission or an entity approved by the Federal Energy Regulatory Commission. If the information is confidential or critical energy infrastructure information, the utility shall advise the Commissions Engineering Division in writing and make the information available for review at a mutually agreeable time and location. _________________________________ .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 utilitys experience, good engineering practices, and judgment, and manufacturers recommendations. B. Each electric utility shall file its written operation and maintenance programs required under A of this regulation with the Commission within 60 days from the effective date of these regulations and the programs shall be designed to achieve, at a minimum, the level of reliability established by the Commission s regulations. C. If the electric utility makes a material change to its written operation and maintenance programs required under B of this regulation, the utility shall file the change with the Commission not less than 60 days prior to implementing the change, unless exigent circumstances warrant implementation without prior notice, in which case the change shall be filed by no later than 30 days after implementation. The filing shall describe each change and the reason for the change. D. The operation and maintenance programs required by B of this regulation shall: (1) Include the frequency or triggers for performing an inspection; (2) Identify the electric plant inspections to be performed including, but not limited to: (a) Poles; (b) Overhead and underground conductors and cables; (c) Transformers; (d) Switching and protective devices; (e) Substations; (f) Regulators; and (g) Capacitors; and (3) Identify acceptance criteria for the inspections. E. Except as provided under D of this regulation and Regulation .09 of this chapter, the operation and maintenance programs required by B of this regulation need not include detailed procedures. F. Each utility shall maintain sufficient records to give evidence of compliance with its operation and maintenance programs and shall demonstrate compliance with its program in its annual performance report.

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PROPOSED ACTION ON REGULATIONS 351 G. If a utility fails to comply with its operation and maintenance programs, the utility shall provide a corrective action plan, preferably in its annual performance report but by no later than April 1. H. The following electric distribution plant shall be inspected consistent with the following minimum frequency intervals measured from the effective date of these regulations: (1) Poles 10 years; (2) Overhead primary distribution lines from the substation to the first protective device 2 years; (3) Above-ground pad-mounted transformers 5 years; (4) Below-ground transformers 5 years; and (5) Substations 2 months. I. A utility may request an interval greater than the intervals listed in H of this regulation. The request shall include an explanation of any change in the utilitys cost to perform the inspection and the expected reliability impact resulting from the change. .11 Annual Performance Reports. A. On or before February 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, 7-213(g)(2)(i) and (ii), Annotated Code of Maryland, including a table showing the actual values for each of the preceding 3 calendar years; (3) The time periods during which major outage event interruption data and, if a cooperatively owned utility, the outage data resulting from an outage event occurring on another utilitys electric system was excluded from the CAIDI, SAIDI, and SAIFI indices, including a brief description of the interruption causes during each time period; (4) A description of the utilitys reliability objectives, planned actions and projects, and programs for providing reliable electric service; (5) An assessment of the results and effectiveness of the utilitys reliability objectives, planned actions and projects, programs, and load studies in achieving an acceptable reliability level as required under Public Utilities Article, 7-213(g)(2)(iii), Annotated Code of Maryland. The assessment of the results and effectiveness shall include, to the extent estimated or determined by the utility, the programs, projects, or planned actions impact on reliability indices, including CAIDI, SAIDI, and SAIFI and any other reliability index considered. The method for estimating or determining the impact on any reliability index shall be explained; (6) Current year expenditures, an estimate or budget amount for the following 2 calendar years, if available, current year labor resources hours, and progress measures for each capital and maintenance program designed to support the maintenance of reliable electric service as required under Public Utilities Article, 7213(g)(2)(iv)(1), Annotated Code of Maryland; (7) The number of outages by outage type as required under Public Utilities Article, 7-213(g)(2)(iv)(2), Annotated Code of Maryland, including planned outage, nonplanned outage minus major outage event, and major outage event; (8) The number of outages by outage cause required under Public Utilities Article 7-213(g)(2)(iv)(3), Annotated Code of Maryland, including, but not limited to, animals, overhead equipment failure, and underground equipment failure; (9) The total number of customers that experienced an outage required under Public Utilities Article, 7-213(g)(2)(iv)(4), Annotated Code of Maryland; (10) The total number of customer minutes of outage time required under Public Utilities Article, 7-213(g)(2)(iv)(5), Annotated Code of Maryland; (11) To the extent practicable, a breakdown, by the number of days each customer was without electric service, of the number of customers that experienced an outage required under Public Utilities Article, 7-213(g)(2)(iv)(6), Annotated Code of Maryland; (12) Poorest performing feeder information and results required in this chapter; and (13) Multiple device activation information and results required in this chapter. B. On or before April 1 of each year, each utility shall file a supplemental annual performance report which shall include, at a minimum, the following: (1) The actual operation and maintenance and capital expenditures for the past 3 calendar years for each of the utilitys reliability programs, including, but not limited to underground and overhead distribution plant inspection, maintenance and replacement programs, vegetation management, subtransmission inspection and maintenance programs, and distribution substation plant inspection and maintenance programs; (2) Service restoration requirement information and results required in this chapter; (3) Downed wire response performance information and results required in this chapter; (4) Customer communications performance information and results required in this chapter; (5) The vegetation management information required in this chapter; (6) Periodic equipment inspection information and results required in this chapter; (7) For the immediately preceding calendar year, and considering normal conditions only: (a) The number of downed electric utility wires to which the utility responded in: (i) 4 hours or less; (ii) More than 4 hours but less than 8 hours; and (iii) 8 hours or more; and (b) The total number of downed electric utility wires reported to the utility; and (8) Any corrective action plans required under Public Utilities Article, 7-213(e)(1)(iii), Annotated Code of Maryland, or this chapter. C. The Commission may designate a specific report format for the information required to be included in the written reports mandated under A and B of this regulation. D. The Commission may require reporting information required to track performance under these regulations on a quarterly basis on a form approved by the Commission. .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; (3) Internal and external staffing levels;

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PROPOSED ACTION ON REGULATIONS 352 (4) Activation and mobilization; (5) Materials management and logistics; (6) Major outage event restoration priorities, including, but not limited to: (a) How the utility prioritizes restoration customers; and (b) How the utility communicates with customers that are identified as high priority due to medical needs for electricity and how it schedules restoration actions for such customers; (7) Damage assessment; (8) Public safety, including wire down response; (9) Crew deployment; (10) External communications, including communications with emergency officials, the public, and other persons; (11) Internal communications; (12) Communications technology use, including high call volume capability and capacity; (13) Development of estimated times of restoration and assessment of estimated times of restoration accuracy; (14) Ramp-down; and (15) Major outage event performance review. B. Each utility shall file with the Commission any material change to its major outage event plan at least 60 days prior to implementation, unless it will delay implementation of the change in a manner inconsistent with restoring service in the shortest time practicable, in which case the change shall be filed by no later than 30 days after implementing the change. C. Each utility shall comply with its major outage event plan when preparing for and responding to major outage events. .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 Maryland customers who experienced a sustained interruption of service related to the major outage event; (5) The total number of customer interruption hours experienced by customers reported under B(4) of this regulation; (6) The average duration of customer service interruption, expressed in hours, and calculated by dividing the total number of customer interruption hours reported in B(5) of this regulation by the total number of Maryland customers who experienced an interruption reported in B(4) of this regulation; (7) The maximum number of Maryland customers who concurrently experienced a sustained interruption related to the major outage event and the date and time this occurred; (8) The number of Maryland customers who experienced a sustained interruption recorded at a maximum of 6-hour intervals throughout the major outage event; (9) Information about requests for outside assistance, including the: (a) Name of the organization to which the request was made; (b) Date and time of the request; and (c) Resources requested; (10) Information about outside assistance received, including the: (a) Name of the organization providing crews and the nature of the assistance, i.e., mutual assistance, third-party contractor crew normally dedicated to the utility, additional thirdparty contractor crew, or other (explain in report); (b) Date and time of crew arrivals and departures; (c) Number and types of vehicles; (d) Total number of personnel; (e) Number of personnel on primary overhead line crews; (f) Number of personnel on secondary overhead line crews; and (g) Number of personnel on tree trimming crews; (11) Information about electric utility crews working on restoration, including the following: (a) Number and types of vehicles; (b) Total number of personnel; (c) Number of personnel on primary overhead line crews; (d) Number of personnel on secondary overhead line crews; (e) Number of personnel on damage assessment crews; and (f) Number of personnel on tree trimming crews; (12) The following information about communications with customers: (a) The total number of calls received by the utility during each hour of the major outage event; (b) The total number of calls answered by the utilitys voice response system, customer service representatives, and any high volume call systems during each hour of the major outage event; (c) The total number of customer service representatives logged into the call center and supporting phone systems actively taking or waiting to take customer calls on an hourly basis during the major outage event; and (d) On a daily basis during the length of the outage and for the entire major outage event, the percentage of all calls that were offered and answered by the utilitys voice response system, customer service representatives, and any high volume call systems within a 30-second timeframe and within a 60-second timeframe. (13) With regard to system damage, the number of each of the following occurring during restoration: (a) Poles replaced; (b) Distribution transformers replaced; (c) Fuses replaced; (d) Downed wires; and (e) Substations with damaged equipment; (14) Any issues concerning the availability of materials or equipment that affected restoration progress, including a description of how any unavailability affected restoration, and a description of the emergency measures taken to resolve the issues; (15) A self-assessment, including lessons learned and future plans to improve service restoration efforts during major outage events; (16) A description of the manner in which customers were informed of the status of the outages in their geographic area by means of the customer call center or by other means of customer communications; (17) A description of the manner in which the utility informed elected officials, government officials, and members of the public of the status of the outage and restoration efforts; (18) A description of the manner in which the utility estimated restoration times; (19) A description of any areas where the utility did not comply with its major outage event plan; and (20) The number of customer service interruptions under B(4) of this regulation and the number of customer service interruption hours under B(5) of this regulation caused by each one of the following: (a) Fallen tree or tree limb; (b) Fallen or broken pole; (c) Lightning damage; (d) Ice accumulation on conductors; and

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PROPOSED ACTION ON REGULATIONS 353 (e) Each other direct cause of interruption of service to 5 percent or more of total customers interrupted, listing and providing a descriptive name for each cause. C. The Commission may designate a specific report format for the information required to be included in the written report mandated under this regulation. .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 utilitys reliability performance, vegetation management activities, effectiveness of customer communications, and service quality performance. C. The first survey shall be performed by the end of calendar year 2013 and shall be included with each utilitys submittal under Regulation .02D(7)(b) of this chapter. DAVID J. COLLINS Executive Secretary Public Service Commission

MARYLAND REGISTER, VOLUME 39, ISSUE 4, FRIDAY, FEBRUARY 24, 2012