Section 460.139. Form of notice.

A notice of shutoff of service shall contain all of the following information:

(a)    The name and address of the customer, and the address at which service is provided, if different.

(b)   A clear and concise statement of the reason for the proposed shutoff of service.

(c)  The date on or after which the utility may shut off service, unless the customer takes appropriate action.

(d)   That the customer has the right to enter into a settlement agreement with the utility if the claim is for an amount that is not in dispute and the customer is presently unable to pay in full.

(e)   That the customer has the right to file a complaint disputing the claim of the utility before the proposed date of the shutoff of service.

(f)   That the customer has the right to request a hearing before a hearing officer if the customer disputes the reasonableness of the settlement agreement offered by the utility or if the complaint  cannot  be  otherwise resolved and that the customer must pay to the utility that portion of the bill that is not in dispute within 10 business days of the date  that  the customer requests a hearing.

(g)   That the customer has the right to represent himself or herself, to be represented by counsel, or to be assisted by other persons of his or her choice in the complaint process.

(h)   That the utility will not shut off service pending the resolution of a complaint that is filed with the utility or the commission in accordance with these rules.

(i) The telephone number and address of the utility where the customer may make inquiry, enter into a settlement agreement, or file a complaint.

(j)    That the customer should contact a social services agency immediately if the customer believes he or she might be eligible for an energy assistance program or other emergency economic assistance and should inform the utility of any efforts being made to obtain payment assistance.

(k)   That customers who believe they may be eligible for assistance from an energy assistance program should determine if assistance is available before signing a settlement agreement because many agencies will not provide assistance if shutoff is avoided by signing a settlement agreement.

(l)    That the utility will postpone the shutoff of service if a certified medical emergency exists at the customer's residence or the customer is an eligible low-income customer who is actively seeking emergency assistance from an energy assistance program.

(m)   That the utility may require a deposit and restoration charge if the utility shuts off service for nonpayment of a delinquent account or for unauthorized use of utility service.

(n)   That the customer should contact the utility for information about a shutoff protection program.

History: 2007 AACS.