reglab/statecodes huggingface dataset:
Pennsylvania Code › Title 52 - PUBLIC UTILITIES › Part I - Public Utility Commission › Subpart C - Fixed Service Utilities › Chapter 56 - STANDARDS AND BILLING PRACTICES FOR RESIDENTIAL PUBLIC UTILITY SERVICE › Subchapter P - TERMINATION OF SERVICE › EMERGENCY PROVISIONS › Section 56.356 - Duty of customer to pay bills

Current through Register Vol. 54, No. 28, July 13, 2024
Whenever service is restored or termination postponed
						  under the medical emergency procedures, the customer shall retain a duty to
						  make payment on all current undisputed bills or budget billing amount as
						  determined under §
												56.262(8)
						  (relating to meter reading; estimated billing; customer
						  readings).
The provisions of this §
														56.356 amended under the Public
							 Utility Code,
							 66 Pa.C.S. §
															§
															501,
							 1301,
							 1401-1419,
							 1501 and
							 1509.
This section cited in 52 Pa. Code §
														56.354 (relating to length of
							 postponement; renewals); 52 Pa. Code §
														56.355 (relating to restoration of
							 service); and 52 Pa. Code §
														56.358 (relating to right of
							 public utility to petition the
							 Commission).
Pennsylvania Code › Title 52 - PUBLIC UTILITIES › Part I - Public Utility Commission › Subpart C - Fixed Service Utilities › Chapter 56 - STANDARDS AND BILLING PRACTICES FOR RESIDENTIAL PUBLIC UTILITY SERVICE › Subchapter P - TERMINATION OF SERVICE › EMERGENCY PROVISIONS › Section 56.357 - Termination upon expiration of medical certification

Current through Register Vol. 54, No. 28, July 13, 2024
When the initial and renewal certifications have
						  expired, the original ground for termination shall be revived and the public
						  utility may terminate service without additional written notice, if notice
						  previously has been mailed or delivered within the past 60 days under §
												56.331 (relating to general notice
						  provisions and contents of termination notice). The public utility shall comply
						  with §
												§ 56.333-56.336.
The provisions of this §
														56.357 amended under the Public
							 Utility Code,
							 66 Pa.C.S. §
															§
															501,
							 1301,
							 1401-1419,
							 1501 and
							 1509.
This section cited in 52 Pa. Code §
														56.355 (relating to restoration of
							 service).
Pennsylvania Code › Title 52 - PUBLIC UTILITIES › Part I - Public Utility Commission › Subpart C - Fixed Service Utilities › Chapter 56 - STANDARDS AND BILLING PRACTICES FOR RESIDENTIAL PUBLIC UTILITY SERVICE › Subchapter P - TERMINATION OF SERVICE › EMERGENCY PROVISIONS › Section 56.358 - Right of public utility to petition the Commission

Current through Register Vol. 54, No. 28, July 13, 2024
(a) A public utility may petition the
						Commission for waiver from the medical certification procedures for the
						following purposes:
(1)
Contest the
						validity of a certification
. To request an investigation and hearing
						by the Commission or its designee when the public utility wishes to contest the
						validity of the certification.
(2)
Terminate service prior to expiration of certification
. To
						request permission to terminate service for the failure of the customer to make
						payments on current undisputed bills.
(3)
Contest the renewal of a
						certification
. To request permission to terminate service, under this
						section and §
													§
													56.321-56.323 and
						56.331-56.339 when customer has not met
						the duty under §
													56.356 (relating to duty of
						customer to pay bills), provided that the public utility has informed the
						customer of that duty under § 56.356.
Pennsylvania Code › Title 52 - PUBLIC UTILITIES › Part I - Public Utility Commission › Subpart C - Fixed Service Utilities › Chapter 56 - STANDARDS AND BILLING PRACTICES FOR RESIDENTIAL PUBLIC UTILITY SERVICE › Subchapter P - TERMINATION OF SERVICE › THIRD-PARTY NOTIFICATION › Section 56.361 - Third-party notification

Current through Register Vol. 54, No. 28, July 13, 2024
Each public utility shall permit its customers to
						  designate a consenting individual or agency which is to be sent, by the public
						  utility, a duplicate copy of reminder notices, past due notices, delinquent
						  account notices or termination notices of whatever kind issued by that public
						  utility. When contact with a third party is made, the public utility shall
						  advise the third party of the pending action and the efforts which shall be
						  taken to avoid termination. A public utility shall institute and maintain a
						  program:
(1) To allow customers to
						designate third parties to receive copies of a customer's or group of
						customers' notices of termination of service.
(2) To advise customers at least annually of
						the availability of a third-party notification program and to encourage its use
						thereof. The public utility shall emphasize that the third party is not
						responsible for the payment of the customer's bills.
(3) To solicit community groups to accept
						third-party notices to assist in preventing unnecessary terminations and
						protecting the public health and safety.
(4) To make available a standard enrollment
						form in compliance with the form as set forth in Appendix E (relating to
						third-party notification).
The provisions of this §
														56.361 amended under the Public
							 Utility Code,
							 66 Pa.C.S. §
															§
															501,
							 1301,
							 1401-1419,
							 1501 and
							 1509.
Pennsylvania Code › Title 52 - PUBLIC UTILITIES › Part I - Public Utility Commission › Subpart C - Fixed Service Utilities › Chapter 56 - STANDARDS AND BILLING PRACTICES FOR RESIDENTIAL PUBLIC UTILITY SERVICE › Subchapter Q - DISPUTES; TERMINATION DISPUTES; INFORMAL AND FORMAL COMPLAINTS › GENERAL PROVISIONS › Section 56.371 - Follow-up response to inquiry

Current through Register Vol. 54, No. 28, July 13, 2024
When a customer is waiting for a follow-up response to
						  an initial inquiry under §
												56.252 (relating to definitions),
						  termination or threatening termination of service, for the subject matter
						  relating to the inquiry in question, shall be prohibited until the follow-up
						  response and, when applicable, subsequent dispute resolution is completed by
						  the public utility.
The provisions of this §
														56.371 amended under the Public
							 Utility Code,
							 66 Pa.C.S. §
															§
															501,
							 1301,
							 1401-1419,
							 1501 and
							 1509.
Pennsylvania Code › Title 52 - PUBLIC UTILITIES › Part I - Public Utility Commission › Subpart C - Fixed Service Utilities › Chapter 56 - STANDARDS AND BILLING PRACTICES FOR RESIDENTIAL PUBLIC UTILITY SERVICE › Subchapter Q - DISPUTES; TERMINATION DISPUTES; INFORMAL AND FORMAL COMPLAINTS › GENERAL PROVISIONS › Section 56.372 - Dispute procedures

Current through Register Vol. 54, No. 28, July 13, 2024
A notice of dispute, including termination disputes,
						  must proceed, according to this section:
(1)
Attempted resolution
.
						If, at any time prior to the actual termination of service, a customer advises
						the public utility that the customer disputes any matter covered by this
						chapter, including, but not limited to, credit determinations, deposit
						requirements, the accuracy of public utility metering or billing or the proper
						party to be charged, the public utility shall attempt to resolve the dispute in
						accordance with §
												56.381 (relating to general
						rule).
(2)
Termination
						stayed.
Except as otherwise provided in this chapter, when a
						termination dispute or complaint has been properly filed in accordance with
						this subchapter, termination shall be prohibited until resolution of the
						dispute or complaint. However, the disputing party shall pay undisputed
						portions of the bill.
The provisions of this §
														56.372 amended under the Public
							 Utility Code,
							 66 Pa.C.S. §
															§
															501,
							 1301,
							 1401-1419,
							 1501 and
							 1509.
This section cited in 52 Pa. Code §
														56.266 (relating to transfer of
							 accounts).
Pennsylvania Code › Title 52 - PUBLIC UTILITIES › Part I - Public Utility Commission › Subpart C - Fixed Service Utilities › Chapter 56 - STANDARDS AND BILLING PRACTICES FOR RESIDENTIAL PUBLIC UTILITY SERVICE › Subchapter Q - DISPUTES; TERMINATION DISPUTES; INFORMAL AND FORMAL COMPLAINTS › GENERAL PROVISIONS › Section 56.373 - Time for filing an informal complaint

Current through Register Vol. 54, No. 28, July 13, 2024
To be timely filed, an informal complaint-which may not
						  include disputes under §
												§
												56.285 and
						  56.421 (relating to payment of
						  outstanding balance; and payment and timing)-shall be filed prior to the day on
						  which the public utility arrives to terminate service. If the public utility
						  arrives to terminate service and posts a deferred termination notice in lieu of
						  termination or otherwise fails to terminate service, the time for filing an
						  informal complaint shall be extended until the end of the business day prior to
						  the public utility again arriving to terminate service.
The provisions of this §
														56.373 amended under the Public
							 Utility Code,
							 66 Pa.C.S. §
															§
															501,
							 1301,
							 1401-1419,
							 1501 and
							 1509.
This section cited in 52 Pa. Code §
														56.266 (relating to transfer of
							 accounts).
Pennsylvania Code › Title 52 - PUBLIC UTILITIES › Part I - Public Utility Commission › Subpart C - Fixed Service Utilities › Chapter 56 - STANDARDS AND BILLING PRACTICES FOR RESIDENTIAL PUBLIC UTILITY SERVICE › Subchapter Q - DISPUTES; TERMINATION DISPUTES; INFORMAL AND FORMAL COMPLAINTS › GENERAL PROVISIONS › Section 56.374 - Effect of failure to timely file an informal complaint

Current through Register Vol. 54, No. 28, July 13, 2024
Failure to timely file an informal complaint, except
						  for good cause, shall constitute a waiver of applicable rights to retain
						  service without complying with the termination notice or conference report of
						  the public utility.
The provisions of this §
														56.374 amended under the Public
							 Utility Code,
							 66 Pa.C.S. §
															§
															501,
							 1301,
							 1401-1419,
							 1501 and
							 1509.
This section cited in 52 Pa. Code §
														56.266 (relating to transfer of
							 accounts).
Pennsylvania Code › Title 52 - PUBLIC UTILITIES › Part I - Public Utility Commission › Subpart C - Fixed Service Utilities › Chapter 56 - STANDARDS AND BILLING PRACTICES FOR RESIDENTIAL PUBLIC UTILITY SERVICE › Subchapter Q - DISPUTES; TERMINATION DISPUTES; INFORMAL AND FORMAL COMPLAINTS › PUBLIC UTILITY COMPANY DISPUTE PROCEDURES › Section 56.381 - General rule

Current through Register Vol. 54, No. 28, July 13, 2024
Upon initiation of a dispute covered by this section,
						  the public utility shall:
(1) Not
						issue a termination notice based on the disputed subject matter.
(2) Investigate the matter using methods
						reasonable under the circumstances, which may include telephone or personal
						conferences, or both, with the customer or occupant.
(3) Make a diligent attempt to negotiate a
						reasonable payment agreement if the customer or occupant claims a temporary
						inability to pay an undisputed bill. Factors which shall be considered in the
						negotiation of a payment agreement include, but are not limited to:
(i) The size of the unpaid balance.
(ii) The ability of the customer to
						pay.
(iii) The payment history of
						the customer.
(iv) The length of
						time over which the bill accumulated.
Pennsylvania Code › Title 52 - PUBLIC UTILITIES › Part I - Public Utility Commission › Subpart C - Fixed Service Utilities › Chapter 56 - STANDARDS AND BILLING PRACTICES FOR RESIDENTIAL PUBLIC UTILITY SERVICE › Subchapter Q - DISPUTES; TERMINATION DISPUTES; INFORMAL AND FORMAL COMPLAINTS › PUBLIC UTILITY COMPANY DISPUTE PROCEDURES › Section 56.382 - Contents of the utility company report

Current through Register Vol. 54, No. 28, July 13, 2024
A public utility company report must include all of the
						  following:
(1) A statement of the
						claim or dispute of the customer and a copy thereof if the claim or notice of
						dispute was made in writing.
(2)
						The position of the public utility regarding that claim.
(3) A statement that service will not be
						terminated pending completion of the dispute process, including both informal
						and formal complaints, so long as there is compliance with all requirements of
						the Commission.
(4) A statement
						that if the complaining party does not agree with the public utility company
						report, an informal complaint shall be filed with the Commission to ensure the
						preservation of all of the complaining party's rights.
(5) The office where payment may be made or
						information obtained listing the appropriate telephone number and address of
						the public utility.
(6) A full and
						complete explanation of procedures for filing an informal complaint with the
						Commission (see §
												56.391 (relating to informal
						complaint filing procedures)). If a written report is not requested by the
						complaining party or is not deemed necessary by the public utility, the public
						utility shall provide the information in §
												56.391(1), (2) and
						(5). In addition, the public utility shall
						always provide the telephone number and address of the office of the Commission
						where an informal complaint may be filed.
(7) If the matter in dispute involves a
						billing dispute, the report must include the following:
(i) An itemized statement of the account of
						the complaining customer specifying the amount of credit, if any, and the
						proper amount due.
(ii) The date on
						or after which the account will become delinquent unless a payment agreement is
						entered into or an informal complaint is filed with the Commission. This date
						may not be earlier than the due date of the bill or 15 days after the issuance
						of a public utility company report, whichever is later.
Pennsylvania Code › Title 52 - PUBLIC UTILITIES › Part I - Public Utility Commission › Subpart C - Fixed Service Utilities › Chapter 56 - STANDARDS AND BILLING PRACTICES FOR RESIDENTIAL PUBLIC UTILITY SERVICE › Subchapter Q - DISPUTES; TERMINATION DISPUTES; INFORMAL AND FORMAL COMPLAINTS › INFORMAL COMPLAINT PROCEDURES › Section 56.391 - Informal complaint filing procedures

Current through Register Vol. 54, No. 28, July 13, 2024
An informal complaint may be filed orally or in writing
						  and must include the following information:
(1) The name and address of the complainant
						and, if different, the address at which service is provided.
(2) The telephone number of the
						complainant.
(3) The account number
						of the complainant, if applicable.
(4) The name of the public utility.
(5) A brief statement of the
						dispute.
(6) Whether the dispute
						formerly has been the subject of a public utility company investigation and
						report.
(7) Whether the dispute
						formerly has been the subject of a Commission informal or formal
						complaint.
(8) The date, if any, of
						proposed termination.
(9) The
						relief sought.
The provisions of this §
														56.391 amended under the Public
							 Utility Code,
							 66 Pa.C.S. §
															§
															501,
							 1301,
							 1401-1419,
							 1501 and
							 1509.
This section cited in 52 Pa. Code §
														56.340 (relating to winter
							 termination procedures); 52 Pa. Code §
														56.382 (relating to contents of
							 the public utility company report); and 52 Pa. Code §
														56.394 (relating to conference
							 procedures).
Pennsylvania Code › Title 52 - PUBLIC UTILITIES › Part I - Public Utility Commission › Subpart C - Fixed Service Utilities › Chapter 56 - STANDARDS AND BILLING PRACTICES FOR RESIDENTIAL PUBLIC UTILITY SERVICE › Subchapter Q - DISPUTES; TERMINATION DISPUTES; INFORMAL AND FORMAL COMPLAINTS › INFORMAL COMPLAINT PROCEDURES › Section 56.393 - Termination pending resolution of the dispute

Current through Register Vol. 54, No. 28, July 13, 2024
In any case alleging unauthorized use of public utility
						  service, as defined in §
												56.252 (relating to definitions),
						  or the customer's failure to pay undisputed bills as required under §
												56.411 (relating to duties of
						  parties: disputing party's duty to pay undisputed portion of bills; public
						  utility's duty to pay interest whenever overpayment found), a public utility
						  may terminate service after giving proper notice in accordance with §
												§
												56.331-56.338, whether or not a dispute
						  is pending.
The provisions of this §
														56.393 amended under the Public
							 Utility Code,
							 66 Pa.C.S. §
															§
															501,
							 1301,
							 1401-1419,
							 1501 and
							 1509.
This section cited in 52 Pa. Code §
														56.340 (relating to winter
							 termination procedures); and 52 Pa. Code §
														56.394 (relating to conference
							 procedures).
Pennsylvania Code › Title 52 - PUBLIC UTILITIES › Part I - Public Utility Commission › Subpart C - Fixed Service Utilities › Chapter 56 - STANDARDS AND BILLING PRACTICES FOR RESIDENTIAL PUBLIC UTILITY SERVICE › Subchapter Q - DISPUTES; TERMINATION DISPUTES; INFORMAL AND FORMAL COMPLAINTS › INFORMAL COMPLAINT PROCEDURES › Section 56.394 - Conference procedures

Current through Register Vol. 54, No. 28, July 13, 2024
Conferences held under §
												§
												56.391-56.393 (relating to informal
						  complaint filing procedures; Commission informal complaint procedure; and
						  termination pending resolution of the dispute) and this section will be
						  informal and may be held by conference telephone call, when appropriate. If the
						  parties are to be present, the conferences will take place within reasonable
						  proximity to the situs of the complaint.
This section cited in 52 Pa. Code §
														56.340 (relating to winter
							 termination procedures).
Pennsylvania Code › Title 52 - PUBLIC UTILITIES › Part I - Public Utility Commission › Subpart C - Fixed Service Utilities › Chapter 56 - STANDARDS AND BILLING PRACTICES FOR RESIDENTIAL PUBLIC UTILITY SERVICE › Subchapter Q - DISPUTES; TERMINATION DISPUTES; INFORMAL AND FORMAL COMPLAINTS › FORMAL COMPLAINTS › Section 56.401 - General rule

Current through Register Vol. 54, No. 28, July 13, 2024
Except as otherwise provided in this chapter, formal
						  complaint proceedings will proceed according to the rules and regulations of
						  the Commission governing complaint proceedings.
This section cited in 52 Pa. Code §
														56.340 (relating to winter
							 termination procedures); and 52 Pa. Code §
														56.392 (relating to Commission
							 informal complaint procedure).
Pennsylvania Code › Title 52 - PUBLIC UTILITIES › Part I - Public Utility Commission › Subpart C - Fixed Service Utilities › Chapter 56 - STANDARDS AND BILLING PRACTICES FOR RESIDENTIAL PUBLIC UTILITY SERVICE › Subchapter Q - DISPUTES; TERMINATION DISPUTES; INFORMAL AND FORMAL COMPLAINTS › FORMAL COMPLAINTS › Section 56.402 - Filing

Current through Register Vol. 54, No. 28, July 13, 2024
(a) A request for
						review of the decision of the Bureau of Consumer Services (BCS) shall be
						initiated in writing within 20 days of issuance.
(b) Upon receipt of a request for review of
						the decision of the BCS, the Secretary of the Commission will mail a formal
						complaint form to the requesting person.
(c) Within 30 days of the mailing of the
						formal complaint form, the party requesting review of the decision of the BCS
						shall file the completed complaint form with the Secretary.
(d) Upon the filing of a formal complaint
						within the 30-day period and not thereafter except for good cause shown, there
						will be an automatic stay of the informal complaint decision.
(e) The failure to request review of the BCS
						decision by filing a formal complaint within the 30-day period does not
						foreclose a party from filing a formal complaint at a later time except as
						otherwise may be provided in 66 Pa.C.S. (relating to Public Utility
						Code).
This section cited in 52 Pa. Code §
														56.340 (relating to winter
							 termination procedures); and 52 Pa. Code §
														56.392 (relating to Commission
							 informal complaint procedure).
Pennsylvania Code › Title 52 - PUBLIC UTILITIES › Part I - Public Utility Commission › Subpart C - Fixed Service Utilities › Chapter 56 - STANDARDS AND BILLING PRACTICES FOR RESIDENTIAL PUBLIC UTILITY SERVICE › Subchapter Q - DISPUTES; TERMINATION DISPUTES; INFORMAL AND FORMAL COMPLAINTS › FORMAL COMPLAINTS › Section 56.403 - Review from informal complaint decisions of the Bureau of Consumer Services

Current through Register Vol. 54, No. 28, July 13, 2024
(a)
Assignment.
Review of informal complaint decisions will be
						heard de novo by an administrative law judge or special agent.
(b)
Filing and docketing.
A
						complaint will be filed and docketed as a formal Commission complaint, under
						§
												§
												1.31-1.38 (relating to documentary
						filings).
(c)
Captions
. The parties to a review will be stated in the
						caption as they stood upon the record of the informal complaint proceeding. If
						the party requesting review is a public utility, the phrase "Complaint
						Appellant" will be added after its name.
(d)
Hearings.
Hearings
						conducted by an administrative law judge or a special agent will be held within
						a reasonable period of time after the filing of the answer. The parties may
						incorporate portions of the conference report or informal complaint decision
						that they shall agree upon.
(e)
Formal complaint decision.
The administrative law judge or
						special agent assigned to the formal complaint will issue a decision with the
						Commission within a reasonable period of time after the receipt of the
						transcribed testimony. Included in the decision will be a description of the
						matter, findings of fact, conclusions of law and other discussion and opinion
						as is appropriate.
(f)
Commission review
. The Commission will review the decision of
						the assigned administrative law judge or special agent, commit it to advisory
						staff for further analysis, remand it to an administrative law judge or special
						agent for further development of the record or issue a final order. The burden
						of proof for the formal complaint remains with the party who filed the informal
						complaint. For legal or policy issues raised by the public utility, the burden
						of proof for the formal complaint will be with the public utility raising the
						legal or policy issue.
The provisions of this §
														56.403 amended under the Public
							 Utility Code,
							 66 Pa.C.S. §
															§
															501,
							 1301,
							 1401-1419,
							 1501 and
							 1509.
This section cited in 52 Pa. Code §
														56.340 (relating to winter
							 termination procedures); and 52 Pa. Code §
														56.392 (relating to Commission
							 informal complaint procedure).
Pennsylvania Code › Title 52 - PUBLIC UTILITIES › Part I - Public Utility Commission › Subpart C - Fixed Service Utilities › Chapter 56 - STANDARDS AND BILLING PRACTICES FOR RESIDENTIAL PUBLIC UTILITY SERVICE › Subchapter Q - DISPUTES; TERMINATION DISPUTES; INFORMAL AND FORMAL COMPLAINTS › FORMAL COMPLAINTS › Section 56.404 - Ability to pay proceedings

Current through Register Vol. 54, No. 28, July 13, 2024
(a)
Assignments.
Requests for review of decisions of the Bureau of
						Consumer Services (BCS) and any other case in which the issue is solely ability
						to pay may be assigned to a special agent.
(b)
Stay of informal complaint
						decision
. Upon the filing of a formal complaint in a case seeking
						review from the decision of the BCS, there shall be an automatic stay of
						payment arrangements ordered in that decision, other than current bills not at
						issue. The public utility may request that the presiding officer remove the
						stay and order payment of amounts in the informal complaint decision. When
						current bills are not at issue, the customer shall be responsible for payment
						of current, undisputed bills pending issuance of a final Commission
						order.
(c)
Hearings.
The presiding officer will conduct hearings within a
						reasonable period after filing of the review and answer. If the presiding
						officer is a special agent, the special agent will have all powers of an
						administrative law judge.
(1) The presiding
						officer will attempt to hold hearings by telephone, unless one or more parties
						object. Hearings will be held after the filing of an answer.
(2) The presiding officer will hear the case
						de novo, but may request a stipulation of the parties as to undisputed
						facts.
(3) Hearings will be tape
						recorded and will not be transcribed, unless the parties request the use of a
						stenographer or a transcription of the tape or other circumstances warranting
						transcription exist. Unless objected to, parties may make their own tape
						recording of the proceedings, but the only official record shall be that made
						by the presiding officer.
Pennsylvania Code › Title 52 - PUBLIC UTILITIES › Part I - Public Utility Commission › Subpart C - Fixed Service Utilities › Chapter 56 - STANDARDS AND BILLING PRACTICES FOR RESIDENTIAL PUBLIC UTILITY SERVICE › Subchapter Q - DISPUTES; TERMINATION DISPUTES; INFORMAL AND FORMAL COMPLAINTS › PAYMENT OF BILLS PENDING RESOLUTION OF DISPUTES AND COMPLAINTS › Section 56.411 - Duties of parties: disputing party's duty to pay undisputed portion of bills; public utility's duty to pay interest whenever overpayment found

Current through Register Vol. 54, No. 28, July 13, 2024
Pending resolution of a dispute, including a
						  termination dispute, the disputing party shall be required to pay the
						  undisputed portion of bills, as described in this section.
(1)
Pending informal
						complaint.
Pending the outcome of an informal complaint, the disputing
						party shall be obligated to pay that portion of a bill which is not honestly
						disputed. An amount ultimately determined, by the parties or the Commission, to
						have been validly due but not paid may be paid with interest at the tariff rate
						filed under §
												56.272 (relating to accrual of
						late payment charges) except when interest charges have been reduced or
						eliminated by the parties or the Commission to facilitate payment by the
						disputing party.
(2)
Pending formal complaint.
Prior to the hearing on a formal
						complaint or prior to the issuance of a Commission order when no hearing is to
						be held in a formal complaint proceeding, the customer shall be required to pay
						that amount which the consumer services representative determines is not
						disputed.
(3)
Overpayments
						reimbursed with interest.
An amount ultimately determined to have
						been overpaid by the disputing party shall be reimbursed with interest at the
						tariff rate filed under § 56.272.
(4)
Effect of offer of
						payment.
An offer by a customer to pay all or any portion of a bill
						may not be deemed a waiver of a right to reimbursement for amounts subsequently
						deemed, by the parties or the Commission, to have been overpaid.
(5)
Effect of acceptance of partial
						payment
. The acceptance by a public utility of a partial payment for a
						bill pending final outcome of a dispute may not be deemed an accord and
						satisfaction or waiver of the right of the public utility to payment in full as
						subsequently agreed to by the parties or decided by the Commission.
The provisions of this §
														56.411 amended under the Public
							 Utility Code,
							 66 Pa.C.S. §
															§
															501,
							 1301,
							 1401-1419,
							 1501 and
							 1509.
This section cited in 52 Pa. Code §
														56.262 (relating to meter reading;
							 estimated billing; customer readings); and 52 Pa. Code §
														56.393 (relating to termination
							 pending resolution of the dispute).
Pennsylvania Code › Title 52 - PUBLIC UTILITIES › Part I - Public Utility Commission › Subpart C - Fixed Service Utilities › Chapter 56 - STANDARDS AND BILLING PRACTICES FOR RESIDENTIAL PUBLIC UTILITY SERVICE › Subchapter R - RESTORATION OF SERVICE › Section 56.421 - Payment and timing

Current through Register Vol. 54, No. 28, July 13, 2024
When service to a dwelling has been terminated, the
						public utility shall reconnect service within 24 hours after receiving one of
						the following:
(1) Full payment of an
					 outstanding charge plus the reconnection fee specified in the public utility's
					 tariff on file with the Commission. Outstanding charges and the reconnection
					 fee may be amortized over a reasonable period of time. Factors to be taken into
					 account include, but are not limited to:
(i)
					 The size of the unpaid balance.
(ii) The ability of the customer to
					 pay.
(iii) The payment history of
					 the customer.
(iv) The length of
					 time over which the bill accumulated.
Pennsylvania Code › Title 52 - PUBLIC UTILITIES › Part I - Public Utility Commission › Subpart C - Fixed Service Utilities › Chapter 56 - STANDARDS AND BILLING PRACTICES FOR RESIDENTIAL PUBLIC UTILITY SERVICE › Subchapter R - RESTORATION OF SERVICE › Section 56.422 - Personnel available to restore service

Current through Register Vol. 54, No. 28, July 13, 2024
A public utility shall have adequate personnel available
						between 9 a.m. and 5 p.m. on each working day or for a commensurate period of 8
						consecutive hours to restore service when required under this chapter,
						specifically §
											§
											56.322 and
						56.421 (relating to timing of
						termination; and payment and timing).
The provisions of this §
													56.422 amended under the Public
						  Utility Code,
						  66 Pa.C.S. §
														§
														501,
						  1301,
						  1401-1419,
						  1501 and
						  1509.
Pennsylvania Code › Title 52 - PUBLIC UTILITIES › Part I - Public Utility Commission › Subpart C - Fixed Service Utilities › Chapter 56 - STANDARDS AND BILLING PRACTICES FOR RESIDENTIAL PUBLIC UTILITY SERVICE › Subchapter S - PUBLIC INFORMATION PROCEDURES; RECORD MAINTENANCE › Section 56.431 - Public information

Current through Register Vol. 54, No. 28, July 13, 2024
(a) In
					 addition to the notice requirements in this chapter, the Commission will,
					 within 6 months of the effective date of a change to a regulation in this
					 chapter, prepare a summary of the rights and responsibilities of the public
					 utility and its customers affected by the change. Summaries will be mailed by
					 the public utility to each customer of the public utility affected by the
					 change. These summaries, as well as a summary of the rights and
					 responsibilities of the public utility and its customers in accordance with
					 this chapter, shall be in writing, reproduced by the public utility, displayed
					 prominently, available on the public utility's web site, if the company has
					 one, and available at all public utility office locations open to the general
					 public. The public utility shall inform new customers of the availability of
					 this information and direct where to locate it on the public utility's web
					 site. The public utility shall deliver or mail a copy upon the request of a
					 customer or applicant.
(b) A public
					 utility which serves a substantial number of Spanish-speaking customers shall
					 provide billing information in English and in Spanish. The written information
					 must indicate conspicuously that it is being provided in accordance with this
					 title and contain information concerning all of the following:
(1) Billing and estimated billing
					 procedures.
(2) Methods for
					 customer verification of billing accuracy.
(3) Explanation of operation of purchased gas
					 adjustment clauses.
(4) Payment
					 requirements and procedures.
(5)
					 Security deposit and guarantee requirements.
(6) Procedures for discontinuance and
					 reconnection of service.
(7)
					 Dispute, informal complaint and formal complaint procedures.
(8) Explanation of meter reading procedures
					 which would enable a customer or occupant to read their own meter.
(9) Procedure whereby customers or occupants
					 may avoid discontinuance of service during extended periods of
					 absence.
(10) Third-party
					 notification procedures.
(11)
					 Telephone numbers and addresses of the public utility and of the nearest
					 regional office of the Commission where further inquiries may be
					 made.
(12) Definitions of terms or
					 abbreviations used by the public utility on its bills.
(13) Information indicating that additional
					 consumer protections may be available for victims of domestic violence who have
					 a protection from abuse order or a court order issued by a court of competent
					 jurisdiction in this Commonwealth which provides clear evidence of domestic
					 violence, people with serious illnesses and low income households.
Pennsylvania Code › Title 52 - PUBLIC UTILITIES › Part I - Public Utility Commission › Subpart C - Fixed Service Utilities › Chapter 56 - STANDARDS AND BILLING PRACTICES FOR RESIDENTIAL PUBLIC UTILITY SERVICE › Subchapter S - PUBLIC INFORMATION PROCEDURES; RECORD MAINTENANCE › Section 56.432 - Record maintenance

Current through Register Vol. 54, No. 28, July 13, 2024
A public utility shall preserve for a minimum of 4 years
						written or recorded disputes and complaints, keep the records accessible within
						this Commonwealth at an office located in the territory served by it, and make
						the records available for examination by the Commission or its staff.
						Information to be maintained includes the following:
(1) The payment performance of each of its
					 customers.
(2) The number of
					 payment agreements made by the public utility company and a synopsis of the
					 terms, conditions and standards upon which agreements were made.
(3) The number of service terminations and
					 reconnections.
(4) Communications
					 to or from individual customers regarding interruptions, discontinuances,
					 terminations and reconnections of service, including the name and address of
					 the customer, the date and character of the dispute or complaint and the
					 adjustment or disposal made of the matter.
The provisions of this §
													56.432 amended under the Public
						  Utility Code,
						  66 Pa.C.S. §
														§
														501,
						  1301,
						  1401-1419,
						  1501 and
						  1509.
Pennsylvania Code › Title 52 - PUBLIC UTILITIES › Part I - Public Utility Commission › Subpart C - Fixed Service Utilities › Chapter 56 - STANDARDS AND BILLING PRACTICES FOR RESIDENTIAL PUBLIC UTILITY SERVICE › Subchapter T - INFORMAL COMPLAINTS › Section 56.441 - Informal complaints

Current through Register Vol. 54, No. 28, July 13, 2024
The Commission delegates to the Bureau of Consumer
						Services (BCS) the primary authority to resolve customer, applicant or occupant
						complaints arising under this chapter. The BCS, through its Director and with
						the concurrence of the Commission, will establish appropriate internal
						procedures to implement the provisions of this chapter.
(1) Absent good cause, the BCS will handle
					 only Chapter 56 informal complaints in which the customer first attempted to
					 resolve the matter with the public utility.
(2) Only after the customer and the public
					 utility have failed to resolve the dispute will BCS initiate an
					 investigation.
The provisions of this §
													56.441 amended under the Public
						  Utility Code,
						  66 Pa.C.S. §
														§
														501,
						  1301,
						  1401-1419,
						  1501 and
						  1509.
This section cited in 52 Pa. Code §
													56.340 (relating to winter
						  termination procedures).
Pennsylvania Code › Title 52 - PUBLIC UTILITIES › Part I - Public Utility Commission › Subpart C - Fixed Service Utilities › Chapter 56 - STANDARDS AND BILLING PRACTICES FOR RESIDENTIAL PUBLIC UTILITY SERVICE › Subchapter U - GENERAL PROVISIONS › Section 56.451 - Availability of normal Commission procedures

Current through Register Vol. 54, No. 28, July 13, 2024
Nothing in this chapter prevents a person or a public
						utility from pursuing other Commission procedures in a case not described in
						this chapter.
The provisions of this §
													56.451 amended under the Public
						  Utility Code,
						  66 Pa.C.S. §
														§
														501,
						  1301,
						  1401-1419,
						  1501 and
						  1509.
Pennsylvania Code › Title 52 - PUBLIC UTILITIES › Part I - Public Utility Commission › Subpart C - Fixed Service Utilities › Chapter 56 - STANDARDS AND BILLING PRACTICES FOR RESIDENTIAL PUBLIC UTILITY SERVICE › Subchapter U - GENERAL PROVISIONS › Section 56.452 - Applications for modification or exception

Current through Register Vol. 54, No. 28, July 13, 2024
(a) If unreasonable hardship to a person or
					 to a public utility results from compliance with a section in this chapter or a
					 technological advance permits an enhanced level of customer service,
					 application may be made to the Commission for modification of the section or
					 for temporary exemption from its requirements. The adoption of this chapter by
					 the Commission will in no way preclude it from altering or amending it under
					 the applicable statutory procedures, nor will the adoption of this chapter
					 preclude the Commission from granting temporary exemptions in exceptional
					 cases.
(b) A person or public
					 utility that files an application under this section shall provide notice to
					 persons who may be affected by the modification or temporary exemption. Notice
					 may be made by a bill insert or in another reasonable manner.
The provisions of this §
													56.452 amended under the Public
						  Utility Code,
						  66 Pa.C.S. §
														§
														501,
						  1301,
						  1401-1419,
						  1501 and
						  1509.
Pennsylvania Code › Title 52 - PUBLIC UTILITIES › Part I - Public Utility Commission › Subpart C - Fixed Service Utilities › Chapter 56 - STANDARDS AND BILLING PRACTICES FOR RESIDENTIAL PUBLIC UTILITY SERVICE › Subchapter U - GENERAL PROVISIONS › Section 56.453 - Inconsistent tariff provisions

Current through Register Vol. 54, No. 28, July 13, 2024
A tariff provision inconsistent with this chapter is
						deemed nonoperative and superseded by this chapter.
Pennsylvania Code › Title 52 - PUBLIC UTILITIES › Part I - Public Utility Commission › Subpart C - Fixed Service Utilities › Chapter 56 - STANDARDS AND BILLING PRACTICES FOR RESIDENTIAL PUBLIC UTILITY SERVICE › Subchapter V - Reserved › Section 56.461 - Reserved

Current through Register Vol. 54, No. 28, July 13, 2024
The provisions of this §
													56.461 reserved under the Public
						  Utility Code,
						  66 Pa.C.S. §
														§
														501,
						  1301,
						  1401-1419,
						  1501 and
						  1509.
Pennsylvania Code › Title 52 - PUBLIC UTILITIES › Part I - Public Utility Commission › Subpart C - Fixed Service Utilities › Chapter 56 - STANDARDS AND BILLING PRACTICES FOR RESIDENTIAL PUBLIC UTILITY SERVICE › Subchapter V - Reserved › Appendix A - MEDICAL EMERGENCY NOTICE

Current through Register Vol. 54, No. 28, July 13, 2024
Let us know if someone living in your home is seriously
						ill or has a medical condition that will be aggravated by the cessation of
						service. We will not shut off your service during such illness provided
						you:
(a) Have a licensed physician, nurse practitioner or
						physician assistant certify in writing that such illness exists and that it may
						be aggravated if your service is stopped; and
(b) Make some equitable arrangement to pay the company
						your current bills for service.
(c) Contact us by calling the following number: (Public
						Utility) Phone Number: (Public Utility) Address:
(d) Have your licensed physician, nurse practitioner or
						physician assistant send a letter to the public utility within 3 days verifying
						the medical condition.
If you are a victim of abuse and have an order issued by
						the courts, special medical emergency procedures and protections may be
						available. Call your public utility company to inform them so these special
						procedures and protections can be provided. Your public utility company may
						require you to provide them with a copy of your court order.
Pennsylvania Code › Title 52 - PUBLIC UTILITIES › Part I - Public Utility Commission › Subpart C - Fixed Service Utilities › Chapter 56 - STANDARDS AND BILLING PRACTICES FOR RESIDENTIAL PUBLIC UTILITY SERVICE › Subchapter V - Reserved › Appendix B - MEDICAL EMERGENCY NOTICE

Current through Register Vol. 54, No. 28, July 13, 2024
Let us know if someone living in your home is seriously
						ill or has a medical condition that will be aggravated by the cessation of
						service. We will restore your utility service within 24 hours during such
						illness provided you:
(a) Have a licensed physician, nurse practitioner or
						physician assistant certify in writing that such illness exists and that it may
						be aggravated if your service is not restored; and
(b) Make some equitable arrangement to pay the company
						your current bills for service.
(c) Contact us by calling the following number: (Public
						Utility) Phone Number: (Public Utility) Address:
(d) Have your licensed physician, nurse practitioner or
						physician assistant send a letter to the utility within 3 days verifying the
						medical condition.
If you are a victim of abuse and have an order issued by
						the courts, special medical emergency procedures and protections may be
						available. Call your public utility company to inform them so these special
						procedures and protections can be provided. Your public utility company may
						require you to provide them with a copy of your court order.
Pennsylvania Code › Title 52 - PUBLIC UTILITIES › Part I - Public Utility Commission › Subpart C - Fixed Service Utilities › Chapter 56 - STANDARDS AND BILLING PRACTICES FOR RESIDENTIAL PUBLIC UTILITY SERVICE › Subchapter V - Reserved › Appendix E - THIRD-PARTY NOTIFICATION

Current through Register Vol. 54, No. 28, July 13, 2024
Once in a while, for one reason or another, a customer
						fails to pay his or her <UTILITY> bill. Under the Third-Party
						Notification program, <UTILITY> will notify you and another person you
						choose to receive copies of shut-off notices. The third-party can be a trusted
						relative, friend, clergy member, or social service agency. The Third-Party
						Notification program is voluntary and can help you if you are hospitalized,
						away from home for extended periods of time or homebound. The third-party is
						not responsible for paying your bills and this program will not stop
						<UTILITY> from shutting off your <UTILITY> service if you do not
						pay your bills. When a third-party contacts <UTILITY> about the shut off
						notice, we will tell them what you can do to stop the shut off. The third-party
						does not have the right to make a payment agreement for you.
To sign up, both you and the third-party must complete
						and sign the form below. Do not return this with your bill, return it
						to:
<UTILITY NAME>
<UTILITY ADDRESS>
<CITY, STATE, POSTAL CODE>
IMPORTANT THINGS TO REMEMBER:
* Notify us immediately if you want to change or drop
						your third-party.
* Notify us if your third-party moves.
* Notify us if you move and you want the third-party
						transferred to your new address.
Please sign me up for the third-party Notification
						program. By completing this form and returning it to <UTILITY>, I request
						that a copy of any shut off notice be given to the person or agency named
						below.
CUSTOMER NAME:
<UTILITY> ACCOUNT/CUSTOMER NUMBER:
CUSTOMER ADDRESS:
CUSTOMER SIGNATURE:
DATE:
Receipt of a copy of a shut off notice by the third-party
						does not place any obligation on that party to pay the <UTILITY> bill for
						the customer named above nor will it necessarily stop shut off if payment is
						not made. The notice simply reminds the third-party of a chance to help the
						customer solve the problem.
THIRD-PARTY NAME:
THIRD-PARTY ADDRESS:
THIRD-PARTY SIGNATURE:
DATE:
Pennsylvania Code › Title 52 - PUBLIC UTILITIES › Part I - Public Utility Commission › Subpart C - Fixed Service Utilities › Chapter 57 - ELECTRIC SERVICE › Subchapter B - SERVICE AND FACILITIES › Section 57.11 - Accidents

Current through Register Vol. 54, No. 28, July 13, 2024
(a)
General.
A public utility shall submit a report of each
					 reportable accident involving the facilities or operations of the public
					 utility in this Commonwealth to the Secretary of the Commission.
(b)
Reportable accidents.
Reportable accidents are those involving utility facilities or operations which
					 result in one or more of the following circumstances:
(1) The death of a person.
(2) Injury to a person sufficient that the
					 injured person requires immediate treatment at a hospital emergency room or
					 in-patient admittance to a hospital, or both.
(3) An occurrence of an unusual nature,
					 whether or not death or injury of a person results, which apparently will
					 result in a prolonged and serious interruption of normal service.
(4) An occurrence of an unusual nature that
					 is a physical or cyber attack, including attempts against cyber security
					 measures as defined in Chapter 101 (relating to public utility preparedness
					 through self certification) that causes an interruption of service or over
					 $50,000 in damages, or both.
Pennsylvania Code › Title 52 - PUBLIC UTILITIES › Part I - Public Utility Commission › Subpart C - Fixed Service Utilities › Chapter 57 - ELECTRIC SERVICE › Subchapter B - SERVICE AND FACILITIES › Section 57.12 - Complaints

Current through Register Vol. 54, No. 28, July 13, 2024
(a)
Investigations.
A public utility shall make a full and prompt
					 investigation of complaints made by its customers, either directly to it or
					 through the Commission.
(b)
Record of complaints.
A public utility shall preserve written
					 electric service complaints showing the name and address of the complainant,
					 the date and nature of the complaint, the action taken and the date of final
					 disposition.