Your Rights and Responsibilities as a Utility Consumer

Contents
CALCULATING YOUR UTILITY BILL
The Utility Meter and Meter Readings ................................................................................5
Estimated Bills .....................................................................................................................5
Supplying Your Own Meter Readings .................................................................................6
Checking Your Utility Bill for Accuracy .............................................................................6
Gas Cost Rate .......................................................................................................................6
PAYING YOUR UTILITY BILL
When to Pay .........................................................................................................................7
Where to Pay ........................................................................................................................7
Electronic Bill Payment .......................................................................................................7
Billing Errors – Make-up Bills ............................................................................................7
Non-Basic Service Charges .................................................................................................7
Budget Billings – Plan Your Utility Expenses ....................................................................8
If You Move .........................................................................................................................8
If You’ll Be Away From Home ...........................................................................................8
Third-Party Notification of Shutoff – Extra Protection .......................................................8
If You Have a Protection from Abuse Order .......................................................................9
SECURITY DEPOSITS
Credit Policy for New Customers ........................................................................................9
Credit Policy for Existing Customers ................................................................................10
Satisfying a Security Deposit Request ...............................................................................10
DISAGREEING WITH YOUR UTILITY COMPANY
Questions, Problems and Disputes – Get In Touch Immediately ......................................11
Steps to the Dispute Process ..............................................................................................12
Protection from Termination During the Dispute Process .................................................13
CUSTOMER ASSISTANCE PROGRAMS (CAPs)
Programs that Help Low-Income Customers ....................................................................13
UTILITY SHUTOFFS/TERMINATIONS
Payment Agreements .........................................................................................................14
Length of Payment Agreements .........................................................................................14
When Utility Service Can Be Shut Off ..............................................................................15
When Utility Service Cannot Be Shut Off .........................................................................15
Medical Certifications ........................................................................................................15
Winter Terminations ..........................................................................................................16
The Shutoff Process ...........................................................................................................16
The Restoration Process – Getting Your Service Back On ...............................................17
RIGHT TO RESTRICT YOUR PERSONAL INFORMATION ..................................................18
SHOPPING FOR ELECTRICITY/NATURAL GAS ...................................................................18
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