Reporting Standards

In Draft GO 103, Section VIII, the Customer Service and Reporting Standards for Water and Wastewater Service Utilities, Paragraph G(6)⁶ states:

"The Utility shall keep a record of each complaint, categorized by the nature of the complaint, that shows the name and address of the complainant, the date and nature of the complaint, and the adjustment or disposition, for a period lasting from the time the complaint is filed with the Utility until issuance of the principal decision in its next general rate case."⁷

As currently drafted, this provision does not provide a means to independently verify that complaint records have been retained "from the time the complaint is filed... until issuance of the... decision in [the] next general rate case," because there is not a requirement that the utility record the disposition date. However, recording the disposition date would enable the Commission to ascertain how long the utility takes to close a complaint. Information regarding the period of time it takes the utilities to resolve a complaint is useful and as significant as record retention. In proceedings where public comments enumerate multiple complaints and the length of time taken to resolve them, the Commission has found that the associated records lack data detailing company responsiveness.

To remedy the past oversight of collecting such data, the following amendment to the draft language would provide specificity to the company's records and to the Commission:

"The Utility shall keep a record of each complaint, categorized by the nature of the complaint, that shows the name and address of the complainant, the date and nature of the complaint, and the nature and date of the adjustment or disposition, for a period lasting from the time the complaint is filed with the Utility until issuance of the principal decision in its next general rate case."

Respondents and interested parties should also comment upon this amendment to Draft GO 103, Section VIII.G(6).

IT IS RULED that:

1. The September 12, 2008 Division of Water and Audits' General Order (GO) 103 Working Group Report and Attachments 1 through 4 (the Draft GO 103, the proposed Customer Service and Reporting Standards, the Attendance lists for the Working Group Meetings, and the GO 103 March 18, 2008 Working Group Report) are received into the formal record.

2. Respondents and interested parties shall file comments on the GO 103 Working Group Report, the Draft GO 103, the Customer Service and Reporting Standards proposal, and the several issues for consideration set forth in this ruling no later than February 11, 2009.

Dated January 21, 2009, at San Francisco, California.

		/s/ JACQUELINE A. REED
		Jacqueline A. Reed Administrative Law Judge

INFORMATION REGARDING SERVICE

I have provided notification of filing to the electronic mail addresses on the attached service list.

I will cause a Notice of Availability of the filed document to be served upon the service list to this proceeding by U.S. mail. The service list I will use to serve the Notice of Availability of the filed document is current as of today's date.

Dated January 21, 2009, at San Francisco, California.

/s/ OYIN MILON

Oyin Milon

************** PARTIES ************** Robert Thomas Adcock ALCO WATER SERVICE 249 WILLIAMS RD SALINAS CA 93905 For: Alco Water Service Francis S. Ferraro Vice President CALIFORNIA WATER SERVICE COMPANY 1720 N. FIRST STREET SAN JOSE CA 95112-4598 (408) 367-8200 sferraro@calwater.com For: California Water Service Company David P. Stephenson Director Of Rate Regulation CALIFORNIA-AMERICAN WATER COMPANY 4701 BELOIT DRIVE SACRAMENTO CA 95838 (916) 568-4222 dstephen@amwater.com For: California American Water Company Robert S. Fortino DEL ORO WATER COMPANY, INC. DRAWER 5172 CHICO CA 95927 (530) 894-1100 For: Del Oro Water Co. Inc. Lawrence Morales EAST PASADENA WATER COMPANY 3725 EAST MOUNTAIN VIEW AVENUE PASADENA CA 91107 (626) 793-6189 larry@epwater.com For: East Pasadena Water Company Robert C. Cook Sr. FRUITRIDGE VISTA WATER COMPANY 1108 SECOND ST. STE. 204 SACRAMENTO CA 95814 For: Fruitridge Vista Water Company	Keith Switzer Vp Regulatory Affairs GOLDEN STATE WATER COMPANY 630 EAST FOOTHILL BLVD. SAN DIMAS CA 91773-9016 (909) 394-3600 X 780 kswitzer@gswater.com For: Golden State Water Company John Roeder GREAT OAKS WATER COMPANY PO BOX 23490 SAN JOSE CA 95153-3490 broeder@greatoakswater.com For: Great Oaks Water Company Leigh K. Jordan PO BOX 7002 DOWNEY CA 90241-7002 (562) 923-0711 leigh@parkwater.com For: Apple Valley Ranchos Water Company Martin A. Mattes NOSSAMAN, GUTHNER, KNOX & ELLIOTT, LLP 50 CALIFORNIA STREET,SUITE 3400 SAN FRANCISCO CA 94111 (415) 398-3600 mmattes@nossaman.com For: California Water Association Edward Jackson PARK WATER COMPANY PO BOX 7002, 9750 WASHBURN ROAD DOWNEY CA 90241-7002 (562) 923-0711 ed.jackson@parkwater.com For: PARK WATER COMPANY Daniel A. Dell'Osa Dir., Rate And Revenue SAN GABRIEL VALLEY WATER COMPANY 11142 GARVEY AVE., PO BOX 6010 EL MONTE CA 91733 (626) 448-6183 dadellosa@sgvwater.com For: San Gabriel Valley Water Company
Timothy J. Ryan General Counsel SAN GABRIEL VALLEY WATER COMPANY 11142 GARVEY AVENUE, PO BOX 6010 EL MONTE CA 91734 (626) 448-6183 tjryan@sgvwater.com For: San Gabriel Valley Water Company Michael Whitehead SAN GABRIELD VALLEY WATER COMPANY PO BOX 6010 11142 GARVEY AVENUE EL MONTE CA 91734 (626) 448-6183 mlwhitehead@sgvwater.com For: San Gabriel Valley Water Company Palle Jensen SAN JOSE WATER COMPANY 374 W. SANTA CLARA ST. SAN JOSE CA 95196-0001 (408) 279-7970 palle_jensen@sjwater.com For: San Jose Water Company Robert L. Kelly Vice President-Regulatory Affairs SUBURBAN WATER SYSTEMS 1211 E. CENTER COURT DRIVE COVINA CA 91724-3603 (626) 543-2590 bobkelly@bobkelly.com For: Suburban Water Systems Robert J. Diprimio VALENCIA WATER COMPANY 24631 AVENUE ROCKEFELLER VALENCIA CA 91355 (661) 294-0828 rdiprimio@valencia.com For: Valencia Water Company ********** STATE EMPLOYEE *********** Yoke W. Chan Division of Ratepayer Advocates RM. 3200 505 VAN NESS AVE San Francisco CA 94102 3298 (415) 703-1909 ywc@cpuc.ca.gov	Moises Chavez Division of Water and Audits AREA 3-C 505 VAN NESS AVE San Francisco CA 94102 3298 (415) 703-2805 mcv@cpuc.ca.gov Joe Como Legal Division RM. 5033 505 VAN NESS AVE San Francisco CA 94102 3298 (415) 703-2381 joc@cpuc.ca.gov Fred L. Curry 2 Division of Water and Audits RM. 3106 505 VAN NESS AVE San Francisco CA 94102 3298 (415) 703-1739 flc@cpuc.ca.gov Sung Han Division of Ratepayer Advocates RM. 3200 505 VAN NESS AVE San Francisco CA 94102 3298 (415) 703-1578 sbh@cpuc.ca.gov Edward Howard Policy & Planning Division RM. 5119 505 VAN NESS AVE San Francisco CA 94102 3298 (415) 703-1114 trh@cpuc.ca.gov Ravi Kumra Division of Water and Audits AREA 3-C 505 VAN NESS AVE San Francisco CA 94102 3298 (415) 703-2571 rkk@cpuc.ca.gov
Jacqueline A. Reed Administrative Law Judge Division RM. 5017 505 VAN NESS AVE San Francisco CA 94102 3298 (415) 703-2935 jar@cpuc.ca.gov Ting-Pong Yuen Division of Ratepayer Advocates AREA 3-D 505 VAN NESS AVE San Francisco CA 94102 3298 (415) 703-2895 tpy@cpuc.ca.gov Jason J. Zeller Legal Division RM. 5030 505 VAN NESS AVE San Francisco CA 94102 3298 (415) 703-4673 jjz@cpuc.ca.gov ********* INFORMATION ONLY ********** Darlene M. Clark, Esq. Regulatory Counsel CALIFORNIA AMERICAN WATER 4701 BELOIT DRIVE SACRAMENTO CA 95838-2434 (916) 568-4217 darlene.clark@amwater.com John K. Hawks Executive Director CALIFORNIA WATER ASSOCIATION MAIL CODE E3-608 601 VAN NESS AVENUE, SUITE 2047 SAN FRANCISCO CA 94102-3200 (415) 561-9650 jhawks_cwa@comcast.net For: CALIFORNIA WATER ASSOCIATION Thomas Smegal Vp, Regulatory & Corporate Relations CALIFORNIA WATER SERVICE COMPANY 1720 N. FIRST STREET SAN JOSE CA 95112 (408) 367-8219 tsmegal@calwater.com For: CALIFORNIA WATER SERVICE COMPANY	E. Garth Black Attorney At Law COOPER, WHITE & COOPER, LLP 201 CALIFORNIA STREET, 17TH FLOOR SAN FRANCISCO CA 94111 (415) 433-1900 gblack@cwclaw.com Gladys Rosendo Assoc. Regulatory Analyst GOLDEN STATE WATER CO. 630 EAST FOODHILL BLVD. SAN DIMAS CA 91773 (909) 394-3600 grosendo@gswater.com For: GOLDEN STATE WATER CO. John Garon GOLDEN STATE WATER CO. 630 EAST FOOTHILL BLVD. SAN DIMAS CA 91773 jgaron@gswater.com For: GOLDEN STATE WATER Co. Sarah Leeper Attorney At Law MANATT, PHELPS & PHILLIPS, LLP ONE EMBARCADERO CENTER, 30TH FLOOR SAN FRANCISCO CA 94111 (415) 291-7461 sleeper@manatt.com Jose E. Guzman, Jr. Attorney At Law NOSSAMAN,GUTHNER,KNOX & ELLIOT LLP 50 CALIFORNIA STREET, 34TH FLOOR SAN FRANCISCO CA 94111-4799 (415) 398-3600 jguzman@nossaman.com For: California Water Association PARK WATER COMPANY 9750 WASHBURN ROAD DOWNEY CA 90241 (562) 923-0711 X1228 doug@parkwater.com For: Park Water Company
Karleen O'Connor WINSTON & STRAWN LLP 101 CALIFORNIA STREET 39TH FLR SAN FRANCISCO CA 94111 (415) 591-1578 koconnor@winston.com For: Golden State Water Co. Joseph M. Karp Attorney At Law WINSTON & STRAWN, LLP 101 CALIFORNIA STREET, 39TH FLOOR SAN FRANCISCO CA 94111-5894 (415) 591-1000 jkarp@winston.com For: Golden State Water Co.

Reed Appendix A and Attachments 1-4

⁶ Entitled "Customer and Regulatory Complaint Performance Standards."

⁷ The italicized text represents revised language set forth in the September 2008 Draft GO 103. The bold text represents proposed amended language.