New Jersey Administrative Code › Title 5 - COMMUNITY AFFAIRS › Chapter 18 - LIQUEFIED PETROLEUM GAS › Appendix C

Current through Register Vol. 56, No. 14, July 15, 2024
Disclosure of Customer Rights and Company
				Policies
Date _____________
Qualifications
Customers have the right to know that the firm
				delivering propane or providing propane service is qualified.
Company X
is licensed by the State of New Jersey to perform propane
				delivery and service. Our license number is LPG-0XX.
Terms of Service
Customers have the right to know about any special
				conditions of service that would be applied to them by their
				supplier.
Company X will provide service subject to the following
				conditions:
1. Company X
does / does not
require a
				credit application.
2. Company X
does / does not
reserve
				the right to require payment at the time of delivery (Cash On Delivery or COD) for
				customers whose credit is questionable. COD customers may pay by the following
				means:
______ Cash ______ Certified Check _______ Personal Check _______
				Credit Card
3.
For other than COD deliveries
Company
				X
requires payment within ____ days of delivery. Late payments are subject
				to a late fee of _________ . For propane service work, payment is subject to the
				conditions of the service contract.
4. Company X
allows the following delivery
				methods:
_______ Automatic Delivery (We schedule your delivery. Deliveries
				are made on a schedule as follows:
_____________________________________________________________________________________________
				)
_______ Customer requested delivery (will call deliveries). The
				customer calls for deliveries.
Company X
must be notified ____ days
				before the desired delivery date. There is a minimum delivery amount of____ gallons.
				Deliveries below the minimum are subject to a surcharge of ________________ dollars.
				If a customer runs out of gas the system must be leak checked prior to resuming
				service. Consult your contract for additional details.
Pricing Structure
Customers have the right to a written or verbal price
				quote upon request.
Company X
bases its price of
				propane on the following factors:
_______ Estimated annual usage (lower rates apply for larger
				users)
_______ Time of year (lower rates apply for off season
				deliveries)
_______ Delivery day/time (higher rates apply to weekend, holiday,
				or deliveries made outside the hours of _______ am and _______ pm.)
_______ Type of delivery selected (will call versus
				automatic)
_______ Number of locations (lower rates for customers with multiple
				accounts)
_______ Customer location (higher rates apply for locations that
				require additional travel time)
_______ Other as described ___________________
				_____________________________
Pricing Policy
Customers have the right to a price quote in a format
				that allows for comparison shopping.
Company X charges for propane
				based on _________ , and will convert that pricing into a dollars per gallon
				equivalent for comparison purposes. The price of propane like any commodity changes
				over time. This will affect your bill as the price fluctuates. Company X pricing
				policies will determine how often your bill is adjusted to account for changes in
				the cost of propane. We offer the following pricing options:
____ Budget pricing (payments for the year divided into a fixed
				monthly amount based on projected usage over a number of months. The last month of
				the year is used to pay the balance). The price is adjusted once a
month/year/other
.
____ Fixed pricing (the price is locked in for a specified period of
				time)
____ Pipeline pricing (Pricing is based on an amount above the
				wholesale price for a specific pipeline. As the pipe at the pipeline changes, so
				will your price)
Equipment Fees
Customers have the right to either rent equipment from
				Company X or use their own equipment.
Company X
has
				the following equipment related fees:
_______ Fee for the installation of tanks associated with a new
				service
_______ Fee for the replacement of tanks associated with an existing
				service
_______ Rental fee for tanks and regulators when using
Company X's
equipment
_______ Fee for inspecting tanks and regulators when Customer owned
				equipment is used
The fee is applied
_______ Prior to initial delivery
_______ Annually thereafter
_______ Other as described ___________________
_______ Fee for service work on
Company X's
equipment
_______ Fee for service work on customers equipment
_______ Fee for leak checking the customers system under the
				following conditions:
_____________________
_______ Other as described:
				______________________________________________________
Note: Fees for service work are based on the specifics of
				the particular job to be done, therefore prices are based on an estimate on a case
				by case basis.
Change of Supplier
Customers have the right to change suppliers if they
				are dissatisfied with the price or service offered.
Discontinuance
				of service is subject to the terms of your contract. The following conditions apply
				to a discontinuance of service:
_______
Company X
will remove our container within
				____ days of written notification by the customer is discontinuing service.
_______
Company X
will notify you of the removal
				date and approximate time _______ days prior to removal.
_______
Company X
will charge for the removal of
				the container.
_______
Company X
will credit the customer for any
				propane remaining in the container at the time of removal (you are permitted to be
				present when the remaining volume is removed).
Note: At one- or two-family residential properties the new
				marketer may disconnect and move containers owned by others; however the new
				marketer may not fill a container owned by another marketer. At other properties,
				the new marketer cannot remove, connect, disconnect, fill or refill any propane
				container without written permission from the owner of the
				container.
Disconnection
Customers have the right to be notified seven days
				prior to the disconnection of service for non-payment.
Complaints
The Liquefied Petroleum Gas Board regulates the licensing of
				marketers as well as enforcing safety regulations on LP-Gas systems. The LP-Gas
				Board does NOT regulate pricing. If you are dissatisfied with the price your
				marketer is charging, you have the right to change marketers in accordance with the
				terms of your contract with your current marketer.
1. Complaints or questions should first be brought to the attention
				of your marketer.
2. If you are not satisfied with your marketer's response and wish
				to pursue a complaint, contact the Department of Community Affairs at (609) 984-4257
				or by email at
LPGas@dca.nj.gov
. Complaints by phone should be made
				Monday through Friday from 8:30 to 4:30.
Because rates and policies differ among marketers, first time
				customers or customers considering moving to a new marketer; should be informed
				enough to ask a few key questions.
Key Questions Consumers Should Ask When Changing
				Marketers
- Does the marketer have a current, valid license issued by the New
				Jersey Department of Community Affairs? The list of licensed marketers is available
				on the Department's website at
				http://www.nj.gov/dca/divisions/codes/offices/lpgas.html or by calling (609)
				984-4257.
- Is there a written description of services that will be
				provided?
- Is there a charge to install the container and/or related
				equipment necessary to establish service?
- What is the most economical method of purchasing propane?
- Do you have to call when you need gas or will they schedule your
				deliveries?
- How often will you receive a delivery? What days are delivery
				days? Are deliveries made on weekends?
- How much will it cost to receive a delivery outside of your normal
				schedule?
- Is the price based on your annual usage, the area you live in, the
				quantity per delivery or other criteria?
- How long after delivery do you have to pay your bill?
- Is there a penalty for a late payment?
- What is the marketers policy if you need fuel in the winter, but
				you still have an outstanding bill?
- Does the marketer offer any of discounts that apply to you?
- Does the marketer have an equal payment plan?
- Does the marketer install and/or service LP-Gas appliances?
- Does the marketer have a website address?
Be sure to address any other concerns you may have that are not
				listed above.
Energy Assistance
The following agency has programs available to assist low-income
				households with their energy bills. For more information, please contact
				directly:
- Low-Income Home Energy Assistance Program (LIHEAP) 1(800)
				510-3102
Safety Recommendations
- When handled properly, LP-Gas is a safe and efficient fuel
				source.
- Ask your marketer what procedures they have in place to ensure
				safety and integrity of the system which serves you. One such safety program is the
				GAS check Program, a voluntary program developed by the National Propane Gas
				Association. Information on this program is available from your marketer or on the
				National Propane Gas Association website at
www.npga.org
or by calling (202)
				466-7200.
- Follow all manufacturers instructions for the proper use and care
				of your LP-Gas appliances.
- NEVER attempt to repair or alter an LP-Gas appliance. Contact your
				marketer or a licensed service representative for assistance.
- Keep areas around LP-Gas appliances clean and clear of
				combustibles.
- You, as the customer, are required to maintain clear access to
				your LP-Gas container at all times.
- An odorant has been added to your LP-Gas so you can detect if your
				system develops a leak. Learn what LP-Gas smells like. Your marketer has
				scratch-and-sniff pamphlets to help your family recognize its distinctive
				odor.
-
Learn how to turn off your gas supply.
Some gas valves require the use of a wrench to operate them. Ask your marketer for
				assistance if you do not know how to turn off your gas supply.
- Check
www.propanesafety.com
,
www.npga.org
, the propane marketer's website or
				call your marketer for additional safety information.
- Ask your marketer whether all installations and services provided
				are in conformance with New Jersey Department of Community Affairs
				regulations.
- If you find an underground container dome or any other LP-Gas
				container completely submerged in water, turn off the container supply valve and
				notify your marketer.
- Keep underground container domes clear when it snows in case a
				delivery is needed.
- Notify your marketer prior to the installation of air conditioning
				or making any modifications to your home that are within ten feet of the
				container.
If You Smell Gas
1. Exit the building, without using the telephone or cell phone,
				operating any electrical switches or lighting any matches or smoking
				materials.
2. If possible, turn off the gas at the container or meter
				valve.
3. Call 911 from a neighbors home.
4. Do not re-enter the building until the emergency responder tells
				you it is safe to do so.
Your marketer is required to respond to your request
				for assistance in an emergency.