4.1 ERMUSR 07-08-2025______________________________________________________________________________
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UTILITIES COMMISSION MEETING
TO:
ERMU Commission
FROM:
Tony Mauren – Governance & Communications Manager
MEETING DATE:
July 8, 2025
AGENDA ITEM NUMBER:
4.1
SUBJECT:
Commission Policy Review – G.4d – Customer Interests
ACTION REQUESTED:
Review the policy and provide comment
BACKGROUND/DISCUSSION:
This month commissioners are reviewing policy G.4d – Customer Interests to make comments,
ask questions, or recommend updates.
With policy G.4d, the Commission communicates its expectations for the General Manager’s
understanding of customer needs and management/staff employee interaction with customers
and customer representatives.
Staff is not recommending any changes to the policy.
ATTACHMENTS:
• ERMU Policy – G.4d – Customer Interests
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COMMISSION POLICY
Section: Category:
Governance Delegation to Management Policies
Policy Reference: Policy Title:
G.4d Customer Interests
PURPOSE:
With this policy, the Commission communicates its expectations for the General Manager’s
understanding of customer needs and management/staff employee interaction with customers and
customer representatives.
POLICY:
In all ERMU interactions with customers and customer representatives, the General Manager
shall not intentionally allow situations, processes, actions, behaviors or attitudes that are unsafe,
undignified, inattentive, disrespectful or unresponsive to customer needs and requests, or
otherwise in conflict with the organizational values advocated by the Commission. (See
Organizational Values Policy).
Consistent with this general statement, the General Manager shall:
1. Keep the Commission and management/staff employees informed about customer
expectations for and satisfaction with ERMU’s services and conduct.
2. Keep the Commission and management/staff employees informed about current and
emerging customer needs that are relevant to ERMU’s core purpose and mission.
3. Provide relevant information to customers about ERMU services, using all appropriate
media.
4. Keep customers reasonably informed about current and emerging issues, regulations, policies
or practices that may affect their ERMU utility services and/or their use of those services.
5. Provide customers with convenient and secure access to their personal or business account
information and to other information that will enable them to be informed and efficient
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ERMU Commission Policy – G.4d Customer Interests
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consumers of the services that ERMU provides.
6. Comply with all applicable legal and regulatory requirements for collecting, reviewing,
transmitting, and storing customer information to protect it against improper access and use,
damage or loss, and unauthorized destruction. (See Legal & Regulatory Compliance Policy).
7. Keep customers reasonably informed about potential service outages, emergency
preparedness, safe use practices, and service restoration status.
8. Provide customers with various means to express their service needs, concerns, or ideas to
ERMU.
9. Promptly handle identified customer issues and utilize a dispute resolution process, if
necessary, through which any unresolved issues are brought to the attention of the Dispute
Resolution Committee for resolution.
POLICY HISTORY:
Adopted July 11, 2017
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