Updated Gas Service Quality Rules Serve You
In 2023, the Georgia PSC reviewed its service quality measures (SQM) for natural gas suppliers. According to the PSC annual report, the SQMs needed improvement and clarity. After working on the guidelines for over a year, new SQMs got final approval in December 2024. The rules serve as protection for customers. Specifically, they cover billing and other service practices of your natural gas supplier in Georgia. For these SQMs to best serve you, let’s get into the service quality rules for gas suppliers.
Understanding General Service Quality Measures
Although Georgia has a deregulated natural gas market, it does not mean our natural gas suppliers don’t have rules to follow. When it comes to service quality measures, these are some things you can expect from your supplier:
- High level of call center service.
- On-time and correct bills provided to you and sufficient time to pay them.
- Quick response to customer issues and questions.
- On-time and correct meter reading and other billing information from Atlanta Gas Light.
- At least 25 days in advance of any changes to customer service charges.
Some of these service quality measures have specific benchmarks set up by the PSC. They also have penalties and remediation processes if the supplier fails to meet them.
Changes in New SQMs
The new rules lay out clear benchmarks, penalties, and remediations for two SQMs: call center quality and billing accuracy. Let’s look at the specifics.
Firstly, call centers must answer 80% of calls in each 180-second period. After failing to meet the benchmark, a supplier has 3 months to course correct and improve. During that time, they have to hit a 70% and 75% benchmark in months two and three. If they continue to fail, they face a penalty of $25,000.
Secondly, billing must be 98.5% accurate. Fall under the benchmark twice in twelve months and the supplier has three months to get it right. During that time, they must meet the benchmark in the second and third months. Continue to fail and they face the same penalty of $25,000.
The PSC or affected parties also have the right to petition to change the amount of the penalty.
Note that the rules for natural gas suppliers are more detailed than what we can include here. However, the rules are available to you anytime through the Georgia Public Service Commission Gas Utilities Rules.
Your Role in New SQMs
Understanding the standards gas suppliers must live up to empowers consumers. If you are facing an issue with your gas company, file a complaint with the PSC and be specific. You can also bring up these benchmarks with your supplier if they aren’t making the grade. Finally, you always have the power to choose your natural gas supplier! Compare available plans and rates to get a new plan today at https://www.georgiagassavings.com.