Source: http://rules.sos.state.ga.us/GAC/515-7-9
Timestamp: 2019-04-19 16:28:30+00:00

Document:
(a) "Ancillary service" means a service that is ancillary to the receipt or delivery of natural gas, including without limitation storage, balancing, peaking, and customer services.
(b) "Commission" means the Georgia Public Service Commission.
(c) "Commodity sales service" means the sale of natural gas exclusive of any distribution or ancillary service.
(d) "Consumer" means a firm retail customer of commodity sales service and distribution service who uses such service or services primarily for personal, family or household purposes.
(e) "Consumer preferred method of communication" shall mean the method of written communication agreed upon by the marketer and the consumer regarding the method of notification the consumer shall receive in compliance with Commission Rules. Such preferred method of communication may include but need not be limited to: first class mail, bill message, email, text or other electronic means supported by the marketer.
(f) "Customer," for the purposes of this rule, shall have the same meaning as the term "consumer."
(g) "Customer service" means a function related to serving a consumer or retail customer including without limitation billing, meter reading, turn-on service, and turn-off service.
(h) "Distribution service" means the delivery of natural gas by and through the intrastate instrumentalities and facilities of a gas company or of a marketer certificated pursuant to O.C.G.A. § 46-4-153, regardless of the party having title to the natural gas.
(i) "Electing Distribution Company" or "EDC" means a gas company that elects to become subject to the provisions of this article and satisfies the requirements of O.C.G.A. § 46-4-154.
(j) "Fixed-term agreement" means a plan offered by a marketer to a consumer for the sale of natural gas, exclusive of any distribution or ancillary service, where all marketer charges and fees and terms and conditions of service remain the same for a specified period of time, unless modified by mutual consent of the marketer and the consumer.
(k) "Low-income residential consumer" means any person who meets the definition of a person who is qualified for the Low Income Home Energy Assistance Program (LIHEAP), as promulgated by the Department of Human Resources, pursuant to O.C.G.A. § 46-1-5.
(l) "Marketer" means any person certificated by the Commission to provide commodity sales service or distribution service pursuant to O.C.G.A. § 46-4-153 or ancillary services incident thereto.
(m) "Non-residential firm retail customer" means a small business or any other customer who purchases gas for purposes other than resale or residential use, and who either contracts for such service at the marketer's published price, whose actual or estimated gas usage for the previous or ensuing 12-month period is less than 15,000 therms or whose premises billed at the metering point is less than 15,000 square feet. For purposes of this rule, the term "non-residential firm retail customer" shall be synonymous with "consumer" and "customer", as provided in Commission Utility Rule Chapter 515-7-6.
(n) "Published price" means the charge assessed by a marketer for a therm of natural gas, and, if applicable, any separate or additional charges for interstate capacity and customer service that are on file with the Georgia Public Service Commission pursuant to Commission Rule 515-7-3-.04(14).
(o) "Regulated provider of natural gas" means the entity selected by the Commission to provide to consumers natural gas commodity service and ancillary services incident thereto in accordance with O.C.G.A. § 46-4-166.
(p) "Standard pricing unit" shall be the price charged for a therm of natural gas.
(q) "Variable-term agreement" means a plan offered by a marketer to a consumer for the sale of natural gas, exclusive of any distribution or ancillary service, where the marketer's charges and fees and terms and conditions of service may be subject to modification.
(1) A marketer's advertised prices shall reflect the prices or the pricing methodology in disclosure statements and billed prices and shall be presented in a standard pricing unit. In any advertisement, offer or agreement, a marketer shall specify a time limit by which any sales promotion item will be honored.
(2) A marketer shall not charge a consumer a service charge relating to a change from a previous marketer if such consumer has not changed marketers within the previous 12 months. However, in no event, shall a marketer charge a consumer a service charge in excess of the EDC's Commission-approved switch charge. Except as otherwise provided in a legally binding contract between the marketer and the consumer, no marketer shall require a notice period from a consumer if a consumer elects to change service to an alternative marketer.
(3) A marketer's terms and conditions of service shall be written in clear and understandable language and shall include the disclosure statement prescribed under Commission Rule 515-7-9-.04.
(a) Whenever a marketer offers a fixed term agreement and the expiration date of such agreement is approaching, or whenever a marketer proposes to change its terms of service under any type of agreement, the marketer shall provide advance written notification by mail or using the consumer preferred method of communication to the natural gas consumer at least two (2) billing cycles, or sixty (60) days, prior to the date of the agreement's expiration. This notification shall set forth all of the consumer's options at that point including, but not limited to, the option to seek another marketer. Additionally, a marketer shall provide a second written notification by mail or using the consumer preferred method of communication, mailed separately from the bill, no less than twenty-five (25) days prior to the expiration date of a fixed-term agreement. This second notification shall include, but not be limited to, the expiration date of the current fixed-term agreement, the rate and terms of a fixed-term agreement being offered, and the type of rate plan, including the terms and conditions, that the consumer will be placed on if the consumer does not make a known preference. The twenty-five (25) day notice shall conspicuously disclose the ninety (90) day grace period described in (b) below.
(b) In cases where a consumer does not make a preference known, the marketer shall not place the consumer on a new fixed-term agreement unless the terms and conditions of the consumer current fixed-term agreement so provides. If the consumer is placed on a new fixed-term agreement, the marketer shall be prohibited from charging the consumer an exit fee or early termination fee for a period of ninety (90) days from the beginning of the new fixed-term agreement. In addition, the duration of the new fixed-term agreement shall not exceed the duration of the current fixed-term agreement.
(5) A marketer shall provide its consumers with clear and conspicuous information explaining how to terminate service.
(6) A marketer shall not charge cancellation fees to a low-income residential consumer seeking service for the first time from the regulated provider.
(7) The firm customer must be given the right to cancel their fixed rate contract with their current Marketer without an exit fee if they relocate to a different delivery group and a fixed rate is not offered by their current Marketer in the new delivery group. However, if the customer refuses to continue the term of their current fixed rate contract with their current Marketer, an exit fee may be charged.
(8) A marketer shall have and maintain the ability to process cash payments from consumers in this state.
(9) A marketer shall establish policies and procedures for handling billing disputes and requests for payment arrangements, which must be approved by the Commission.
(10) The consumer shall have a right to contact the Commission if he or she is not satisfied with the response of the marketer.
(11) All marketers shall be required to comply with all Commission Utility Rules, including, but not limited to the following: 515-3-3 - Residential Gas Utility Service Disconnections; 515-7-3 - Marketers' Certificates of Authority; and 515-7-6 - Natural Gas Marketer Billing Practices.
(1) At least 30 days prior to the effective date of any changes in the terms and conditions (excluding price) for service authorized by the marketer's certificate of authority, a marketer shall file such changes with the Commission. Such changes to the terms and conditions of service shall go into effect on the effective date proposed by the marketer; provided, however, that the Commission shall be authorized to suspend the effective date of the proposed changes for up to 90 days if it appears to the Commission that the proposed terms and conditions are unconscionable or are unfair, deceptive, misleading, or confusing to consumers. If the Commission does not issue a final decision on the proposed terms and conditions of service within the 90-day suspension period, the proposed changes shall be deemed approved.
(2) A marketer shall file with the Commission its terms and conditions of service in compliance with the provisions of this Rule Chapter within 30 days after the date these rules take effect.
(a) For fixed rate charges for natural gas service, a clear disclosure of the components of the fixed rate, the actual prices charged by the marketer, presented in a single standard pricing unit that includes any charges imposed by the marketer or its agent, so that the consumer can compare rates among marketers. This disclosure shall not include state and local sales taxes. The standard pricing disclosure unit must include all recurring monthly charges.
(b) For variable rate charges for natural gas service, a clear and understandable explanation of the factors that will cause the price to vary and how often the price can change, the current price, and the ceiling price, if any, so that the consumer can compare rates among marketers. The current price and ceiling price, if applicable, shall be presented in a single standard pricing unit that includes any charges imposed by the marketer or its agent. This disclosure shall not include state and local sales taxes. The standard pricing disclosure unit must include all recurring monthly charges.
(c) A statement that the standard unit price does not include state and local taxes or charges imposed by the EDC.
(d) The length of the agreement, including the starting date and expiration date, if applicable, and any minimum usage requirements pursuant to the agreement.
(e) The billing interval, the method by which monthly charges imposed by the EDC will be billed to the consumer in the event the consumer commences or terminates service with the marketer during the billing interval, and any late payment, cancellation, or reconnection fees.
(f) The marketer's budget billing, payment (including receipt of monies from LIHEAP or any other energy assistance program), credit, deposit, cancellation, collection, and reconnection policies and procedures.
(g) How to contact the marketer for information or complaints.
(h) A statement of the natural gas consumer's right to contact the Commission if he or she is not satisfied with the response of the marketer, including the local and toll-free telephone numbers of these agencies.
(i) The division name and telephone number for information regarding heating assistance administered by the Department of Human Resources.
(j) The following statement: "A consumer shall have a three-day right of rescission following the receipt of this disclosure at the time of initiating service or when informed of a change in terms or conditions. You, the consumer, may cancel in writing or electronically by contacting the marketer."
(k) The following statement: "If you have a fixed term agreement with us and it is approaching the expiration date, or whenever we propose to change our terms of service in any type of agreement, you will receive written notification from us prior to the date of expiration of or change to the agreement. We will explain your options to you in this advance notification."
(l) A statement that deposits shall not exceed $150.00 for any consumer who primarily uses gas for personal family or household purposes.
(m) A statement that deposits shall not exceed twenty (20) percent of the consumer's annual estimated bill for any non-residential firm retail customer who meets the definition under Commission Rule 515-7-9-.01(l).
(n) A statement that the marketer will not charge a cancellation fee if the customer is a low-income residential consumer seeking service for the first time from the regulated provider.
(o) A statement that the marketer will not send estimated bills, except when the actual meter readings are not made available, and in that event, such estimated bills will be limited to no more than two consecutive months.
(p) A statement that gas service will be disconnected for failure to pay for service to the marketer, only if the marketer is the current marketer, and it has been at least fifteen (15) days since the consumer was notified that service would be disconnected.
(q) A statement that before a request is made to disconnect gas service for failure to pay, the marketer must offer at least one reasonable payment arrangement in writing.
(r) A statement that gas service will not be disconnected for nonpayment of a bill that was not sent to the consumer in a timely manner.
(s) A statement that the marketer will not prevent a consumer from obtaining distribution and commodity sales service from another marketer or provider.
The consumer shall have three (3) days to cancel the agreement from the date the consumer receives either enrollment materials, notice of a change of terms and conditions, or notice of any new or additional charges. Said cancellation shall be timely if the marketer is contacted by telephone or electronically or a letter sent to the marketer is postmarked by the third day following receipt of said materials or notice pursuant to this subsection.
(c) Adjust or place limitations on the marketer's certificate, including, but not limited to, prohibiting a marketer from accepting new customers until the marketer demonstrates that it has resolved any terms of service deficiencies found by the Commission.
(2) If the Commission finds, after notice and opportunity for a hearing, that a marketer has willfully violated the terms of service standards, the marketer shall be liable for a penalty not to exceed $15,000 for such violation and an additional penalty not to exceed $10,000 for each day during which such violation continues.
(b) In a situation in which a consumer has been subjected by a marketer to conduct alleged to be in violation of one or more provisions of this Commission Rule Chapter, the consumer shall notify the marketer in an effort to rectify the situation without the need for Commission intervention. A marketer shall use every reasonable means to resolve a customer complaint in order to prevent it from being brought to the Commission. If a consumer is unable to arrive at a solution with a marketer regarding such a dispute, the consumer has the right to file a complaint with the Commission. Should a dispute stemming from a marketer's terms of service be the subject of a Commission hearing at which it is found that the marketer was in violation of one or more of the Commission's rules and failed to use reasonable efforts to resolve it, the Commission shall issue an order directing the marketer to provide the consumer with the appropriate refund, credit or remedy pursuant to this Commission Rule and pay the consumer $100, plus either $5 per day, accruing from the date the Commission notified the marketer it was investigating the dispute, that the consumer's situation was not rectified or an amount determined by Order of the Commission. At such a hearing, the marketer shall have the burden of proof to show that it was in compliance with the Commission's Rules. In addition to the foregoing sanctions, the Commission also may order a marketer to pay all expenses incurred by the Commission as a result of having a hearing, including, but not limited to, court reporter transcription charges; hearing officer fees; and an amount of money equal to that which the Commission expended in Staff time in investigating, hearing and adjudicating the complaint; and pay as contemplated in O.C.G.A. 46-2-91 any and all penalties determined by the Commission to be appropriate in light of the circumstances presented.
(c) The penalties set forth in this Rule Chapter shall be in addition to those contemplated by any other provision of law, including, but not limited to, the "Fair Business Practices Act of 1975" O.C.G.A. § 10-1-390 in et.seq.
(1) A marketer shall retain copies, electronic images or recordings of all communications to and from the customer, the EDC, or the Commission pursuant to this Rule Chapter for a minimum of one (1) year.
(2) Upon request, the marketer shall provide the Commission with a copy of any records maintained pursuant to this Rule Chapter within three (3) business days of such request.

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