65- 407 C.M.R. ch. 660, § 5

Current through 2024-25, June 19, 2024

Section 407-660-5 - CUSTOMER RIGHTS

Each utility must include a summary of customers' rights and responsibilities under this Rule on their website or make available, under Section 1(B)(5) of this Rule, to customers a paper copy of the rights and responsibilities at the utility's office. Water utilities meeting the criteria identified under the small utility exemption are allowed to keep a current paper version of Chapter 660 in lieu of the requirements below. The summary must contain information concerning, but not limited to:

A. procedure for billing and for estimated billing;

B. methods for customers to verify the accuracy of their bills;

C. payment methods, locations, late fees (if any) and optional payment programs and appurtenant fees offered by the utility;

D. security deposit and guarantee requirements;

E. procedures for disconnection and reconnection of service;

F. the utility's ability to remotely disconnect service, if applicable;

G. the utility's dispute procedures;

H. the customer's right to bring any unresolved disputes to the CAD;

I. the CAD's toll-free consumer telephone number, and mailing and email addresses;

J. procedure for providing third party notices; and

K. telephone number, mailing and email addresses of the utility.

65- 407 C.M.R. ch. 660, § 5