Section 460.141. Manner of shutoff.

(1) For an involuntary shutoff, at least 1 day before shutoff of service, the utility shall make not less than 2 attempts to contact the customer by telephone, if a telephone number is available to the utility, to advise the customer of the shutoff and what steps the customer must take to avoid shutoff. If the utility uses an automated notification system, it shall document the process for ensuring that at least 2 attempts are made to notify the customer of the pending shutoff. If the telephone number is not available, the customer has no telephone, or the telephone contacts are not made, the utility shall either leave a notice at the premises advising  the customer that service will be shutoff on or after the next business day or send notice  by  first-class  mail postmarked at least 5 business days before shutoff of service is scheduled. The utility shall document all  attempts  to contact the customer.

(2)   Immediately preceding the shutoff of service,  an  employee  of  the utility who is designated to perform that function may identify himself or herself to the customer or another responsible person at the premises and may announce the purpose of his or her presence.

(3)   The employee shall have in his or her possession a copy of the delinquent account of the customer and request any available verification that the outstanding claims have been satisfied or are currently in dispute. Unless the customer presents evidence that reasonably indicates that the claim has been satisfied or is currently in dispute, the employee  may shut off service.

(4)   The employee may be authorized to accept payment and shall not shut off service if the customer  offers  payment  in  full,   together  with   a commission- approved collection charge for  sending  the  employee  to   the premises, if provided in the utility's schedule of rates and tariffs.

(5)   The customer may pay in any reasonable manner, including by personal check or by credit or debit card. Payment by personal check, credit or debit card is not reasonable if the customer has paid with a personal check, credit or debit card within the last 12 months and at least 1 check has been returned for insufficient funds or no account, or at least 1 credit or debit card payment has been denied excluding financial institution error.

(6)   After notice has been provided in accordance with subrule (1) of this rule, and if the customer does not respond, the employee may shut off service.

(7)   When the utility employee shuts off service, the employee shall leave a notice in a conspicuous place upon the premises. For  all   forms  printed after the effective date of these rules, the notice shall state that service has been shut off, the address and telephone number of the utility where the customer may arrange to have service restored, and that any efforts by the customer to restore his or her own service are unlawful and dangerous.

History: 2007 AACS.