65-407-815 Me. Code R. § 5

Current through 2024-25, June 19, 2024

Section 407-815-5 - CUSTOMER RIGHTS

Each utility must provide all new customers with a written summary of their rights and responsibilities under this Rule. The summary must be mailed or delivered to all new customers within two months of the customer receiving service and must be displayed prominently and available at all utility offices that are open to the general public. The summary may be provided electronically if a customer has requested that bills or notices be provided electronically.

A.Residential customers. For residential customers, the summary must contain information concerning, but not limited to:

1. procedures for billing and for estimated billing;

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

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

4. security deposit and guarantee requirements;

5. procedures for disconnection and reconnection of service;

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

7. the utility's dispute procedures;

8. the customer's right to bring any unresolved disputes to the CASD;

9. the CASD's toll-free consumer telephone number, as well as its mailing and email addresses;

10. an explanation of meter reading procedures which would enable a customer to read the customer's own meter;

11. procedures that customers or occupants may follow during emergency service interruptions, including how to notify the utility of the need for priority restoration due to the presence of life support systems;

12. procedures for having a third party receive copies of notices;

13. the utility's limitations on liability for service interruptions contained in the utility's rate schedule on file with the Commission, when a claim for abatement may be requested, and how a customer can submit a claim for damages or abatement due to service interruptions;

14. procedure for customers using electrically powered medical equipment to obtain special identification in the utility's customer information and outage management systems for disconnections and outage situations;

15. toll-free telephone number, mailing and email addresses of the utility where further inquiries may be made;

16. the existence of the utility's LIAP (if it has one) and procedures for enrollment;

17. the existence of the utility's oxygen pump and ventilator assistance programs (if it has such programs) and procedures for enrollment pursuant to Chapter 314; and

18. the need to protect sensitive electronic equipment from power surges and power spikes through the use of surge protectors and other protective devices.

Gas utilities are not required to provide the information contained in subsections 17 and 18.

B.Nonresidential customers. For non-residential customers, the same information required by paragraph A above must be provided, with the exception of the information contained in subsections 11, 14, 16, and 17.

65-407 C.M.R. ch. 815, § 5