Oregon Administrative Rules › Chapter 860 - PUBLIC UTILITY COMMISSION › Division 21 - UTILITY REGULATION › Section 860-021-0010 - Information for Utility Customers and Applicants

Current through Register Vol. 63, No. 7, July 1, 2024
(1) Each energy utility and large
			 telecommunications utility shall, upon request, furnish each customer and
			 applicant with such information as is reasonable to permit the customer to
			 secure efficient service and select appliances properly adapted to their
			 service needs. Gas utilities shall, upon request, inspect and adjust
			 customer-owned appliances and facilities for safe and efficient
			 operation.
(2) Each energy utility
			 or large telecommunications utility providing metered service shall, upon
			 request, inform its customers and applicants how to read meters, either in
			 writing or by explanation at the utility's offices, where applicable.
(3) Each energy utility or large
			 telecommunications utility shall keep on file and open for public inspection at
			 its offices, where applicable, complete rate schedules, contract forms, rules
			 and regulations of the utility, and a copy of the Commission's rules and
			 regulations.
(4) Each energy utility
			 or large telecommunications utility shall supply, upon request, a copy of the
			 tariffs applicable to the type or types of service furnished to the customer by
			 the utility.
(5) Upon application
			 for new service, or upon later request, the energy or large telecommunications
			 utility shall assist the customer or applicant in selecting the most
			 advantageous rate to meet individual service requirements. The customer or
			 applicant shall be responsible for making the final selection of a rate
			 schedule.
(6) When service is
			 initiated and not less than once each year thereafter, every energy or large
			 telecommunications utility shall give its residential customers a written
			 summary of their rights and responsibilities, as they relate to the utility
			 providing service. If service is initiated without a personal visit between the
			 energy or large telecommunications utility and the customer, the utility shall
			 provide the summary to the customer no later than when the first bill statement
			 is sent. Large telecommunications utilities satisfy the annual notification
			 requirement by prominent publication of the information in a telephone
			 directory. The summary shall include the text of a summary reviewed and
			 approved by the Commission's Consumer Services Section and describe:
(a) The customer's option to designate a
			 third party to receive bills and notices and the availability of notices in
			 languages other than English;
(b)
			 Applicable financial assistance programs, such as the Energy Assistance Fund
			 for gas utilities and electric companies and Link-Up America for
			 telecommunications utilities;
(c)
			 The availability of medical certificates;
(d) Special payment options such as
			 equal-payment plans. Late-payment charges, if any, shall be explained, along
			 with the availability of any preferred billing date option;
(e) Procedures for conflict resolution,
			 including how to register a dispute with the energy or large telecommunications
			 utility and with the Commission and the toll-free number of the Commission's
			 Consumer Services Section;
(f)
			 Listings of customer organizations that participate in Commission proceedings,
			 including addresses and telephone numbers, may be requested from the
			 Commission's Consumer Services Section; and
(g) The Commission's telephone solicitation
			 rules (telecommunications utilities only) as set forth in OAR
			 860-021-0610.