Or. Admin. R. 860-021-0010
860-021-0010 Information for Utility Customers and Applicants
(1)
Each
energy utility and large telecommunications utility shall, upon request, furnish
each customer and applicant with such information as is reasonable to permit
him/her to secure efficient service and select appliances properly adapted to
their service needs. Gas utilities shall, upon request, inspect and adjust customer-owned
appliances and facilities for safe and efficient operation.
(2)
Each energy utility
or large telecommunications utility providing metered service shall, upon request,
inform its customers and applicants how to read meters, either in writing or
by explanation at the utility's offices.
(3)
Each energy utility
or large telecommunications utility shall keep on file and open for public inspection
at its offices, complete rate schedules, contract forms, rules and regulations
of the utility, and a copy of the Commission's rules and regulations.
(4)
Each energy utility
or large telecommunications utility shall supply, upon request, a copy of the
tariffs applicable to the type or types of service furnished to the customer
by the utility.
(5)
Upon application for
new service, or upon later request, the energy or large telecommunications utility
shall assist the customer or applicant in selecting the most advantageous rate
to meet individual service requirements. The customer or applicant shall be
responsible for making the final selection of a rate schedule.
(6)
When service is initiated
and not less than once each year thereafter, every energy or large telecommunications
utility shall give its residential customers a written summary of their rights
and responsibilities, as they relate to the utility providing service. If service
is initiated without a personal visit between the energy or large telecommunications
utility and the customer, the utility shall mail the summary to the customer
no later than when the first bill statement is mailed. Large telecommunications
utilities satisfy the annual notification requirement by prominent publication
of the information in a telephone directory distributed to their customers annually.
The summary shall include the text of a summary reviewed and approved by the
Commission's Consumer Services Division and describe:
(a)
The customer's option
to designate a third party to receive bills and notices and the availability
of notices in languages other than English;
(b)
Applicable financial
assistance programs, such as the Energy Assistance Fund for gas and electric
utilities and Link-Up America for telecommunications utilities;
(c)
The availability of
medical certificates;
(d)
Special payment options
such as equal-payment plans. Late-payment charges, if any, shall be explained,
along with the availability of any preferred billing date option;
(e)
Procedures for conflict
resolution, including how to register a dispute with the energy or large telecommunications
utility and with the Commission and the toll-free number of the Commission's
Consumer Services Division;
(f)
Listings of consumer
organizations that participate in Commission proceedings, including addresses
and telephone numbers, may be requested from the Commission's Consumer Services
Division; and
(g)
The Commission's telephone
solicitation rules (telecommunications utilities only) as defined in OAR 860-021-0610(1)(a).
(7)
When service is initiated,
the energy or large telecommunications utility shall inquire whether the customer
would like to receive notices in a language other than English and will inform
the customer of the type of notices and translations currently available. If
the language chosen is not available, the energy or large telecommunications
utility will tell the customer the translated version does not yet exist but
the customer's interest will be recorded for the Commission. Each energy or
large telecommunications utility shall report to the Commission the number of
requests for notices and summaries in non-English languages. The reports shall
specify the number of requests for each language.
(8)
Each energy or large
telecommunications utility shall post notices approved by the Commission in
a conspicuous place in each utility office where credit matters are transacted,
setting forth the rights and responsibilities of customers under these rules.
The notices shall be printed in large boldface type and shall be written in
language that is easy to understand.
