West Virginia Code of State Rules › Agency 150 - Public Service Commission › Title 150 - EXEMPT LEGISLATIVE RULE PUBLIC SERVICE COMMISSION › Series 150-07 - Rules For The Government Of Water Utilities › Section 150-7-6 - 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 meter readings. -- Each utility shall adopt some means of
				informing its customers as to the method of reading meters, either by a 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. It is recommended that an
				exhibition meter be kept on display in each sales office maintained by a
				utility.
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 and
				rules 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.
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 Public
				Service 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 water bills.
6.1.5. Applications for water service.
6.1.5.a. All applicants desiring water
				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 water 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 are 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 water, and the utility may, after reasonable notice,
				discontinue water service until such new application has been made and
				accepted, but the former customer shall remain liable for water furnished to
				said premises until the customer has given notice in writing to the utility to
				discontinue water service. In the event the customer of record has died or has
				become incapable of being responsible for water service, that individual's
				spouse may become the customer of record without being required to complete a
				new application for water service, or paying a new deposit.
6.1.5.c. Except as provided in Water Rule
				6.8.3.b., a utility will not charge to turn on water during regular working
				hours for a new customer or a current customer transferring service to a new
				location.
6.1.5.d. The utility's
				approval of an application for water to be supplied to any premises shall
				constitute a right to the customer to take and receive a supply of water for
				said premises for the purposes specified in such application; (i.e.
				Residential, Commercial, and Industrial) subject only to the fulfillment of the
				conditions of these rules by the customer.
6.1.5.e. In the event that a public service
				district providing sewer service owns and operates facilities within the same
				service territory as the publicly or privately owned water utility, city,
				incorporated town, other municipal corporation or other public service district
				providing water service to the area, then an application shall not be complete
				until such time as the applicant provides a receipt from the sewer public
				service district showing that, where the applicant is legally required to do
				so, proper application for sewer service has been made and a security deposit
				paid thereto. Upon receipt of said proof from the applicant, or upon a showing
				that the applicant is not legally required to apply for sewer service or pay a
				security deposit, the water utility shall notify the sewer public service
				district, in writing, the date upon which water service is scheduled to be
				turned on to the applicant. Said written notification to the sewer public
				service district shall be made within five (5) days, excepting Saturdays,
				Sundays, and state or_federal holidays, of the date that the application for
				water service is deemed complete.
6.1.6. Special applications to a utility for
				water service.
6.1.6.a. An applicant must
				specifically apply to the utility for water for building, construction or other
				temporary purposes.
6.1.6.b. An
				applicant must specifically apply to the utility for a connection for private
				fire service.
6.1.6.c. Where an
				applicant desires water for only a short period of time, and not continuously
				throughout the year, such as for vacation homes or cottages, building purposes,
				street paving, cleaning property, filling tanks or other short-term uses, an
				application shall be made to the utility as set forth in Water Rule 6.1.5., and
				payment made in accordance with the applicable schedule of rates and charges,
				in which case a suitable deposit shall be made.
6.1.6.d. Whenever a street service connection
				is made to the mains for temporary service or for temporary private fire
				service, the applicant shall bear the entire cost and expense of labor and
				material for tapping the main and installing the service pipe and meter and its
				removal, if required.
6.1.7. Private fire protection service.
6.1.7.a. The applicant shall furnish the
				utility with one set of complete drawings prior to the completion of the tap,
				showing the pipes, valves, hydrants, tanks, openings, and appurtenances
				contemplated in the application. Such sketch must also show any other water
				supply system, pipelines and appurtenances existing on the premises. There
				shall be no connection between such other supply and pipes connected to the
				utility's mains unless protected by a backflow prevention device approved by
				the utility, or the Bureau for Public Health.
6.1.7.b. The utility shall not approve an
				application for private fire protection service unless the utility determines
				that its system provides an adequate size water main with sufficient water
				volume and pressure. Prior to the installation of a private fire protection
				system, a flow test shall be performed as required by the State Fire Code,
				specifically as described within the incorporated National Fire Protection
				Association (NFPA) Standard 291, to determine the water supply and pressure
				available in the utility's water main. The private fire protection system shall
				be designed by the applicant based on the results of this flow test, with the
				understanding that the results of a particular test may not consistently be
				available on the utility's system. The applicant shall be responsible for the
				cost of the flow test.
6.1.7.c. The
				customer shall obtain the approval of the utility in advance for any change,
				alteration or addition in the fixtures, openings and uses specified in the
				application. The customer shall make its fire protection facilities available
				to the utility at all reasonable times.
6.1.7.d. The utility shall determine the size
				and location of any connections made to its distribution mains for private fire
				protection service, and will, at the cost and expense of the customer, make the
				connection to its mains and install the service connection from the
				distribution main to a point at or near the property line.
6.1.7.e. The extent of the rights of the
				private fire protection service customer is to receive, but only at times of
				fire on his premises, the available water supply. The utility shall not be
				considered an insurer of property or persons, or to have undertaken to
				extinguish fire or to protect any persons or property against loss or damage by
				fire or otherwise, and shall be free and exempt from any and all claims for
				damages on account of injury to property or persons by reason of fire, water,
				failure to supply water or pressure, or for any other cause
				whatsoever.
6.1.7.f. Unless
				otherwise provided in a written agreement between the applicant and the
				utility, service lines for private fire protection service shall be distinct
				and separate from the regular or general water service line. A private fire
				service connection is furnished for the sole purpose of supplying water for the
				extinguishment of fires, and the use of water from such a connection for any
				other purpose is absolutely forbidden.
6.1.7.g. Where the applicant and the utility
				have entered into a written agreement that one service pipe be used for both
				general and fire purposes, the utility may set minimum construction standards
				and specifications for the applicant's portion of the dual purpose service
				pipe, and may require that its construction be subject to inspection by the
				utility.
6.1.7.g.1. At the building to be
				served, the common service pipe shall separate into two service pipes, one for
				private fire protection and the other for general water service unless the
				private fire protection service is for a residential one- or two-family
				dwelling. Residential one- and two-family dwelling Life Safety fire sprinkler
				systems based on the State Fire Code, standard NFPA 13D may be provided through
				the general water service connection. The utility will, at its cost and
				expense, install and maintain a water meter of appropriate size on the general
				water service pipe and the necessary piping and fitting for the meter setting.
				All dual purpose service lines must comply with all applicable Bureau for
				Public Health standards and regulations.
6.1.7.g.2. The utility will charge the
				applicant for general water service based on the consumption through and size
				of the water meter installed, in accordance with its schedule of rates for
				general water service with the exception that a residential one- or two-family
				Life Safety fire service supplied through a residential service meter shall be
				provided with a one-inch meter and shall be charged based on the consumption
				through the meter. The minimum charge shall be based on a meter size no greater
				than the size of meter that would have otherwise been needed without
				residential fire service. It shall be understood that this increased meter size
				is due to the potential volume necessary for a residential Life Safety fire
				service and for no other purpose. The applicant shall be responsible for the
				additional cost of materials for the one-inch service over the service size
				that would have otherwise been needed without a residential fire service.
				Except as otherwise provided in this rule, the utility shall, subject to
				Commission approval, charge the applicant for private fire protection service
				in accordance with its schedule of rates for such service.
6.1.7.h. The customer shall furnish and
				install at the customer's expense a gate valve and curb box, or a post
				indicator and gate valve controlling the entire supply at the curb or property
				line of the street in which the main is located or at such other points as may
				be approved by the utility. If required by the utility, the customer shall
				furnish and install at the customer's expense the valve in a valve pit or
				vault.
6.1.7.i. The utility shall
				ensure that service lines supplying private fire protection systems are
				protected by a minimum of two approved check valves. One of these check valves
				may be the alarm check provided as part of the system. The other may be a
				detector check, double check valve assembly, or an approved single check valve.
				Specific requirements and/or installation procedures are governed by the Bureau
				for Public Health but the utility's backflow prevention requirements shall be
				no more stringent than the minimum standards necessary to protect the utility's
				main(s).
6.1.7.j. Under no
				circumstances will anti-freeze be permitted in the sprinkling systems unless a
				reduced pressure zone backflow preventer, approved by the utility or the Bureau
				for Public Health, is provided at the point of connection in the anti-freeze
				system.
6.1.7.k. The entire private
				fire service system on the customer's premises shall be installed and
				maintained by and at the expense of customer and shall be subject to the
				inspection, test and approval of the utility before the service is made
				effective, and at such times thereafter as the utility deems necessary or
				appropriate.
6.1.7.l. The utility
				may seal hydrants and other fixtures connected with a private fire service
				system, and such seals may be broken only in case of fire or as specially
				permitted by the utility, and the customer shall immediately notify the utility
				of the breaking of any such seal.
6.1.7.m. Whenever a fire service system is to
				be tested, the customer shall notify the utility of the proposed test,
				designate the day and hour when same is to be made, so that, if desired, the
				utility may have an inspector present during the test.
6.1.8. Public fire service.
6.1.8.a. Any governmental unit located in the
				utility's service area by ordinance of its Council or by resolution of its
				Board of County Commissioners shall have the right to order the installation of
				additional fire hydrants on existing utility owned mains having an internal
				diameter of six (6) inches or larger and the utility will install such hydrants
				at its own cost and expense; provided the estimated gross receipts from such
				proposed new fire hydrant rentals shall equal or exceed twelve percent (12%)
				annually of the cost of said installations.
6.1.8.b. Where pipeline installations are
				required to carry out an order of any governmental unit located in the
				utility's service area to install fire hydrants, or where existing utility
				owned mains, in the opinion of the utility, are inadequate to provide fire
				flows to such hydrants, and when any governmental unit located in the utility's
				service area orders the installation of a water main of adequate size to
				provide such flows to the hydrant or hydrants so ordered, the utility will
				install such mains and hydrants at its own cost and expense; provided that the
				utility shall not be required to make extensions of said water mains unless the
				estimated gross receipts from private consumers and from such proposed new
				public fire service fire hydrant rentals shall equal or exceed twelve percent
				(12%) annually of the cost of such mains and hydrants.
6.1.8.c. Non-emergency use of a fire hydrant
				is prohibited unless there has been made advance notification of such proposed
				use by the user to the utility, and the utility has provided prior written
				approval of such use to the user. The utility shall charge its tariff rate for
				domestic water usage for all non-emergency fire hydrant water usage.