Section 460.142. Manner of shutoff for service provided with remote shutoff and restoration capability.

(1) For an involuntary shutoff, at least 1 day before shutoff of service, the utility shall make at least 2 attempts to contact the customer by telephone, if a telephone number is available to the utility, to advise the customer of the pending 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 notice shall conspicuously state that the disconnection of service will be done  remotely and that a utility representative will not return to the premises before disconnection. The utility shall document all attempts to contact the customer.

(2)     If the utility contacts the customer or other responsible person in  the customer's household by telephone on the day service is to be shutoff, the utility shall inform the customer or other  responsible   person  that shutoff of service is imminent and the steps necessary to avoid shutoff.Unless the customer presents evidence that reasonably demonstrates that the claim is satisfied or is in dispute, or the customer makes  payment,  the employee may shutoff service.

(3)   If the utility mailed the notice of shutoff to the customer as provided in subrule (1) of this rule, and  if   telephone  contact  with  the customer cannot be made or if the customer did not respond  to  the   notice provided in accordance with subrule (1) of this rule, no further customer contact is required on the day service is to be shutoff and the utility may shutoff service.

History: 2007 AACS.