Illinois Administrative Code › Title 83 - PUBLIC UTILITIES › Part 280 - PROCEDURES FOR GAS, ELECTRIC, WATER AND SANITARY SEWER UTILITIES GOVERNING ELIGIBILITY FOR SERVICE, DEPOSITS, BILLING, PAYMENTS, REFUNDS AND DISCONNECTION OF SERVICE › Subpart N - INFORMATION › Appendix B - Customer Rights

Current through Register Vol. 48, No. 28, July 12, 2024
(Appearing on the reverse side of disconnection notices sent to
				  residential customers)
Your rights and responsibilities regarding this notice:
Payment methods:
(utility shall list available means
				  or provide way to obtain available options).
Deferred Payment Arrangement (DPA)
: You may be
				  eligible for a payment plan known as a DPA in order to prevent disconnection unless
				  you failed to complete a previous DPA in the past 12 months. Please contact us at
				  (contact info) to ask about payment options to avoid disconnection.
Reinstatement:
You can reinstate a previous DPA that
				  defaulted by catching up with all the payments that were due up to now. We may
				  charge you a reinstatement fee unless this is your first time reinstating the
				  DPA.
Renegotiation
: If lose or change income, you may be
				  able to renegotiate your DPA.
Financial Aid:
Help with utility bills may be found
				  in the Low Income Home Energy Assistance Program (LIHEAP). Along with the aid,
				  LIHEAP qualification gives you extra rights. Contact LIHEAP at (current LIHEAP
				  contact info). We may know of other aid available. To find out, contact us at
				  (utility contact info).
Medical Certification
: If you haven't used a medical
				  certificate in the past 12 months or you paid off a previous medical certificate, a
				  medical certificate from a doctor or local board of health can stop disconnection
				  for 60 days or have service restored as long as they contact us within 14 days after
				  shut off. The medical certificate must contain:
1
Name and contact information for the doctor or
				  board of health;
2
Your service address and the name of the
				  patient;
3
A statement that the patient lives at the
				  address; and
4
A statement that disconnection of utility
				  service will aggravate an existing medical emergency or create a medical emergency
				  for the patient.
The doctor or local board of health can call us to certify, but
				  they must provide a written medical certificate with the above information within 5
				  days after calling. The medical certificate also puts you on a
medical payment
				  arrangement
to pay off the bill over time.
The term of the payment plan
				  will be better if we receive the certificate before your service is
				  disconnected.
Active Duty Military:
If someone living with you is
				  on active U.S. military duty, State law offers certain protections for your
				  electricity and natural gas service. Please contact us if someone in your household
				  is on active duty.
Deposits:
We can demand a deposit from you if we shut
				  you off or if you pay late 4 times and carry a past due balance older than 30 days
				  at any time in a 12 month period. The deposit will be about twice the size of your
				  average bill, and you can pay it in 3 installments. You can be disconnected for not
				  paying a deposit.
Reconnection:
If we shut you off, your service will
				  be restored when you pay in full or take care of the problem if we shut you off for
				  something other than a bill or deposit. You may be required to pay a reconnection
				  fee.
Complaints: If you have a complaint or problem with us, do
				  not wait until after we shut you off to try to take care of it!
If you
				  contact us to try to take care of a problem, we must try to work with you to resolve
				  or explain the problem. If we can't help you, you can contact the Illinois Commerce
				  Commission's Consumer Services Division at: 1-800-524-0795 (TTY 1-800-858-9277).
				  Before calling the ICC, you must try to work things out with us first. Please call
				  us at (utility contact info).
Regulations:
You can review the main set of rules
				  that affect you at
http://www.ilga.gov/commission/jcar/admincode/083/08300280sections.html
.