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HOMEFIELD <br /> E N E R G Y <br /> B. Program Implementation. I <br /> 1. Member Service. Homefield shall maintain certain minimum levels of customer <br /> service including: <br /> i <br /> a. Program Management and Documentation. Homefield program <br /> management and documentation shall be In accordance with this <br /> Agreement and Homefield's response to Aggregator's Request for <br /> Proposals. <br /> b. Confidentiality. Homefield and Aggregator shall maintain the <br /> confidentiality of customer Information pursuant to Article 10 of this <br /> Agreement and as required by law. <br /> C. Customer Service. Homefield shall assist Aggregation Members with i <br /> their Inquiries. Concerns regarding service reliability should be directed <br /> to Ameren Illinois, billing questions should be directed to Ameren Illinois <br /> or Homefield, as applicable, and any unresolved disputes should be <br /> directed to the ICC. Inquiries from Aggregation Members should be <br /> managed within the following performance parameters: <br /> I. Telephone Inquiries. Homefield shall maintain a toll-free <br /> telephone access line which shall be available to Aggregation <br /> Members 24 hours a day, seven days a week. Trained company <br /> representatives shall be available to respond to customer <br /> telephone inquiries during normal business hours. After normal <br /> business hours, the access line may be answered by a service or <br /> an automated response system, including an answering machine. <br /> Inquiries received after normal business hours shall be responded <br /> to by a trained company representative within two business days. <br /> ii. Internet and Electronic Mail. Homefield shall establish and <br /> maintain a web page providing information to the Aggregation <br /> Members. The website shall provide basic information concerning <br /> the Aggregation Program and facilitate customer inquiries by <br /> providing contact information for questions. <br /> III. Multi-Lingual Services. Homefield shall provide reasonable <br /> customer service for Members requiring Spanish verbal and <br /> written assistance. <br /> iv. Hearing Impaired. Homefield shall provide reasonable customer <br /> service for hearing impaired Members. <br /> i <br /> 2. Enrollments. Homefield shall perform the following Aggregation account <br /> enrollment tasks: <br /> 8 <br />