West Virginia Code of State Rules › Agency 150 - Public Service Commission › Title 150 - EXEMPT LEGISLATIVE RULE PUBLIC SERVICE COMMISSION › Series 150-05 - Rules For The Government Of Sewer Utilities › Section 150-5-6 - Customer Relations

Current through Register Vol. XLI, No. 28, July 12, 2024
6.1. Customer
				information.
6.1.1. Information as to service.
				-- Each utility shall, upon request, give its customers such information and
				assistance as is reasonable, in order that customers may enjoy safe and
				efficient service.
6.1.2.
				Explanation of computing bills. -- Each utility shall adopt some means of
				informing its customers as to the method of computing bills, either by printed
				description on its bills, or by a notice to the effect that the method will be
				explained at the office of the utility upon request.
6.1.3. Explanation of rates. -- It shall be
				the duty of the utility to explain to the customer at the beginning of service,
				or whenever the customer shall request the utility to do so, the utility's
				rates applicable to the type of service furnished to the customer and all other
				classes of customers, and to assist the customer in obtaining the best rate for
				the customer's service requirements. The responsibility for the selection,
				however, rests with the applicant. In the event the customer's use of service
				changes such that a rate schedule other than the one initially selected becomes
				favorable, the responsibility for requesting a change in rate schedule,
				consistent with the provisions of the service agreement, shall rest with the
				customer. The utility shall, on its periodic statements, annually inform its
				customers that, if requested by_the customer, the utility shall supply the
				customer with a copy of the utility's rate or rates applicable to the type of
				service to be furnished to all classes of customers with a concise written
				explanation of the rates, and an identification of any classes of customer for
				whom rates are not summarized.
6.1.4. Posting of law, rates, rules, and
				collection agents.
6.1.4.a. Every utility
				shall maintain in its office for inspection by the public, the following:
6.1.4.a.1. A copy of the rates, rules and
				regulations of the utility, and of forms of contracts and applications
				applicable to the territory served from that office;
6.1.4.a.2. A copy of the Public Service
				Commission Law of this State; and
6.1.4.a.3. A copy of these rules.
6.1.4.b. A utility shall exhibit a
				suitable placard in large type in a conspicuous location, giving information to
				customers that the utility has a copy of the law, the rules of the Commission
				applicable to the utility, and the schedules of rates available for customer
				inspection.
6.1.4.c. Once a year,
				or as often as a utility changes collection agents, each utility shall
				publicize by newspaper or bill insert to its customers its collection agents to
				whom customers may deliver payment of sewer bills.
6.1.5. Application for sewer service.
6.1.5.a. All applicants desiring sewer
				service may be required to make written application at the office of the
				utility on printed forms provided therefor setting forth in said application
				all purposes for which sewer will be used upon the applicant's premises. The
				utility may require the applicant to provide identification at the time of
				application for service. All applicants for service shall be required to
				designate on every application for service whether the applicant is a tenant or
				an owner of the premises to be served. If the applicant is a tenant, the
				applicant shall state the name and address of the owner or owners of the
				premises to be served.
6.1.5.b. Any
				change in the identity of the contracting customer at a premises will require a
				new application for sewer service, and the utility may, after reasonable
				notice, discontinue sewer service until such new application has been made and
				accepted, but the former customer shall remain liable for sewer service
				furnished to said premises until the customer has given notice in writing to
				the utility to discontinue sewer service. In the event the customer of record
				has died or has become incapable of being responsible for sewer service, that
				individual's spouse may become the customer of record without being required to
				complete a new application for sewer service, or paying a new
				deposit.
6.1.5.c. In the event that
				a publicly or privately owned water utility, city, incorporated town, other
				municipal corporation or other public service district, owns and operates water
				facilities within the same service territory as the public service district
				providing sewer service to the area, then the sewer public service district
				shall provide the customer with a proper receipt and shall instruct the
				customer to present said receipt to the water utility when application for
				water service is made.
6.1.6. Public service district's notice of
				availability of sewer service and billing after notice.
6.1.6.a. Notice by publication. -- When sewer
				service is made available by a public service district to customers in an area
				which has not previously been served by the district, the district shall
				publish a notice in a newspaper of general circulation in the area affected
				once a week for two consecutive weeks, with the second notice being published
				at least thirty (30) days prior to the date that the district intends to begin
				billing for services. The notice shall state, at a minimum, the following
				information:
(1) that sewer services are
				available;
(2) the date that the
				district will begin billing for services as authorized by W. Va. Code §
												16-13A-9 and Sewer Rule
				6.3;
(3) the district's
				rates;
(4) that W. Va. Code §
												16-13A-9 authorizes the district
				to petition the circuit court to compel connection to the sewer
				system;
(5) the location and
				telephone number of the district's business office; and
(6) the amount of the bill to be rendered as
				provided by W. Va. Code §
												16-13A-9, in the event a customer
				does not connect to the system.
6.1.6.b. Publication is not required when
				service is extended to a single customer at the customer's request.
6.1.6.c. Personal notice. -- In addition to
				notice by publication, when sewer service is made available to customers in an
				area which has not previously been served by the district, the district shall
				provide notice with at least the information as described in Section 6.1.6.a.
				above, to all potential new customers by certified mail, return receipt
				requested, by personal service with signed and dated receipt, or by posting a
				notice on the premises. If the premises to be served is not inhabited by the
				owner, notice shall be given to the owner by certified mail, return receipt
				requested, in addition to giving notice to the customer inhabiting the
				premises. In the event that the district is not able to effect personal notice
				after a good faith effort, or if the district believes that the requirements of
				this section create an undue hardship on the district, the district may
				petition the Commission for a waiver of the requirements of personal notice
				provided in this section.
6.1.6.d.
				Customers of public service sewer districts who are not connected to the sewer
				system after appropriate notice has been given of availability of service
				pursuant to W. Va. Code §
											16-13A-9 and Sewer Rule 6.1.6.
				shall be billed based on actual water consumption or the average monthly water
				consumption based upon the owner's, tenant's, or occupant's specific customer
				class. These charges must be included in the utility's tariff filed with the
				Commission.