Iowa Admin. Code r. 199-20.4 - Customer relations
(1)
Customer information. Each utility shall:
a. Maintain up-to-date maps, plans, or
records of its entire transmission and distribution systems, together with such
other information as may be necessary to enable the utility to advise
prospective customers, and others entitled to the information, as to the
facilities available for serving prospective customers in its service
area.
b. Assist the customer or
prospective customer in selecting the most economical rate schedule available
for the customer's proposed type of service.
c. Notify customers affected by a change in
rates or schedule classification in the manner provided in the rules of
practice and procedure before the board. (199-26.5(476))
d. Post a notice in a conspicuous place in
each office of the utility where applications for service are received,
informing the public that copies of the rate schedules and rules relating to
the service of the utility, as filed with the board, are available for public
inspection. If the utility has provided access to its rate schedules and rules
for service on its website, the notice shall include the website
address.
e. Upon request, inform
its customers as to the method of reading meters.
f. State, on the bill form, that tariff and
rate schedule information is available upon request at the utility's local
business office. If the utility provides access to its tariff and rate
schedules on its website, the bill form shall include the website
address.
g. Upon request, transmit
a statement of either the customer's actual consumption, or degree day adjusted
consumption, at the company's option, of electricity for each billing during
the prior 12 months.
h. Furnish
such additional information as the customer may reasonably request.
(2)
Customer contact
employee qualifications. Each utility shall promptly and courteously
resolve inquiries for information or complaints. Employees who receive customer
telephone calls and office visits shall be qualified and trained in screening
and resolving complaints, to avoid a preliminary recitation of the entire
complaint to employees without ability and authority to act. The employee shall
provide identification to the customer that will enable the customer to reach
that employee again if needed.
a. Each utility
shall notify its customers, by bill insert or notice on the bill form, of the
address and telephone number where a utility representative qualified to assist
in resolving the complaint can be reached. The bill insert or notice shall also
include the following statement: "If (utility name) does not resolve your
complaint, you may request assistance from the Iowa Utilities Board by calling
(515)725-7321, or toll-free 1-877-565-4450, or by writing to 1375 E. Court
Avenue, Des Moines, Iowa 50319-0069, or by email to
customer@iub.iowa.gov."
b. The bill
insert or notice on the bill shall be provided monthly.
(3)
Customer deposits.
a. Each utility may require from any customer
or prospective customer a deposit intended to guarantee partial payment of
bills for service. Each utility shall allow a person other than the customer to
pay the customer's deposit. In lieu of a cash deposit, the utility may accept
the written guarantee of a surety or other responsible party as surety for an
account. Upon termination of a guarantee contract, or whenever the utility
deems the contract insufficient as to amount or surety, a cash deposit or a new
or additional guarantee may be required for good cause upon reasonable written
notice.
b. A new or additional
deposit may be required from a customer when a deposit has been refunded or is
found to be inadequate. Written notice shall be mailed advising the customer of
any new or additional deposit requirement. The customer shall have no less than
12 days from the date of mailing to comply. The new or additional deposit shall
be payable at any of the utility's business offices or local authorized agents.
An appropriate receipt shall be provided. No written notice is required to be
given of a deposit required as a prerequisite for commencing initial
service.
c. No deposit shall be
required as a condition for service other than determined by application of
either credit rating or deposit calculation criteria, or both, of the filed
tariff.
d. The total deposit for
any residential or commercial customer for a place which has previously
received service shall not be greater than the highest billing of service for
one month for the place in the previous 12-month period. The deposit for any
residential or commercial customer for a place which has not previously
received service, or for an industrial customer, shall be the customer's
projected one-month usage for the place to be served as determined by the
utility, or as may be reasonably required by the utility in cases involving
service for short periods or special occasions.
(4)
Interest on customer
deposits. Interest shall be paid by the rate-regulated utility to each
customer required to make a deposit. On or after April 21, 1994, rate-regulated
utilities shall compute interest on customer deposits at 7.5 percent per annum,
compounded annually. Interest for prior periods shall be computed at the rate
specified by the rule in effect for the period in question. Interest shall be
paid for the period beginning with the date of deposit to the date of refund or
to the date that the deposit is applied to the customer's account, or to the
date the customer's bill becomes permanently delinquent. The date of refund is
that date on which the refund or the notice of deposit refund is forwarded to
the customer's last-known address. The date a customer's bill becomes
permanently delinquent, relative to an account treated as an uncollectible
account, is the most recent date the account became delinquent.
(5)
Customer deposit
records. Each utility shall keep records to show:
a. The name and address of each
depositor.
b. The amount and date
of the deposit.
c. Each transaction
concerning the deposit.
(6)
Customer's receipt for a
deposit. Each utility shall issue a receipt of deposit to each
customer from whom a deposit is received, and shall provide means whereby a
depositor may establish claim if the receipt is lost.
(7)
Deposit refund. A
deposit shall be refunded after 12 consecutive months of prompt payment (which
may be 11 timely payments and 1 automatic forgiveness of late payment). For
refund purposes the account shall be reviewed for prompt payment after 12
months of service following the making of the deposit and for each 12-month
interval terminating on the anniversary of the deposit. However, deposits
received from customers subject to the exemption provided by
20.4(3)"b," including surety deposits, may be retained by the
utility until final billing. Upon termination of service, the deposit plus
accumulated interest, less any unpaid utility bill of the customer, shall be
reimbursed to the person who made the deposit.
(8)
Unclaimed deposits. The
utility shall make a reasonable effort to return each unclaimed deposit and
accrued interest after the termination of the services for which the deposit
was made. The utility shall maintain a record of deposit information for at
least two years or until such time as the deposit, together with accrued
interest, escheats to the state pursuant to Iowa Code section
556.4,
at which time the record and deposit, together with accrued interest less any
lawful deductions, shall be sent to the state treasurer pursuant to Iowa Code
section 556.11.
(9)
Customer bill forms. Each customer shall be informed as
promptly as possible following the reading of the customer's meter, on bill
form or otherwise, of the following:
a. The
reading of the meter at the beginning and at the end of the period for which
the bill is provided.
b. The dates
on which the meter was read, at the beginning and end of the billing
period.
c. The number and kind of
units metered.
d. The applicable
rate schedule, with the identification of the applicable rate
classification.
e. The account
balance brought forward and amount of each net charge for rate-schedule-priced
utility service, sales tax, other taxes, late payment charge, and total amount
currently due. In the case of prepayment meters, the amount of money collected
shall be shown.
f. The last date
for timely payment shall be clearly shown and shall be not less than 20 days
after the bill is provided.
g. A
distinct marking to identify an estimated bill.
h. A distinct marking to identify a minimum
bill.
i. Any conversions from meter
reading units to billing units, or any calculations to determine billing units
from recording or other devices, or any other factors, such as sliding scale or
automatic adjustment and amount of sales tax adjustments used in determining
the bill.
j. Customer billing
information alternate. A utility serving less than 5000 electric customers may
provide the information in 20.4(9) on bill form or otherwise. If the utility
elects not to provide the information of 20.4(9), it shall advise the customer,
on bill form or by bill insert, that such information can be obtained by
contacting the utility's local office.
(10) Rescinded, effective 7/1/81.
(11)
Payment agreements.
a.
Availability of a first payment
agreement. When a residential customer cannot pay in full a delinquent
bill for utility service or has an outstanding debt to the utility for
residential utility service and is not in default of a payment agreement with
the utility, a utility shall offer the customer an opportunity to enter into a
reasonable payment agreement.
b.
Reasonableness. Whether a payment agreement is reasonable will
be determined by considering the current household income, ability to pay,
payment history including prior defaults on similar agreements, the size of the
bill, the amount of time and the reasons why the bill has been outstanding, and
any special circumstances creating extreme hardships within the household. The
utility may require the person to confirm financial difficulty with an
acknowledgment from the department of human services or another
agency.
c.
Terms of payment
agreements.
(1) First payment
agreement. The utility shall offer the following conditions to customers who
have received a disconnection notice or who have been previously disconnected
and are not in default of a payment agreement:
1. For customers who received a disconnection
notice or who have been disconnected less than 120 days and are not in default
of a payment agreement, the utility shall offer an agreement with at least 12
even monthly payments. For customers who have been disconnected more than 120
days and are not in default of a payment agreement, the utility shall offer an
agreement with at least 6 even monthly payments. The utility shall inform
customers they may pay off the delinquency early without incurring any
prepayment penalties.
2. The
agreement shall also include a provision for payment of the current
account.
3. The utility may also
require the customer to enter into a budget billing plan to pay the current
bill.
4. When the customer makes
the agreement in person, a signed copy of the agreement shall be provided to
the customer.
5. The utility may
offer the customer the option of making the agreement over the telephone or
through electronic transmission.
6.
When the customer makes the agreement over the telephone or through electronic
transmission, the utility shall provide to the customer a written document
reflecting the terms and conditions of the agreement within three days of the
date the parties entered into the oral agreement or electronic
agreement.
7. The document will be
considered provided to the customer when addressed to the customer's last-known
address and deposited in the U.S. mail with postage paid. If delivery is by
other than U.S. mail, the document shall be considered provided to the customer
when delivered to the last-known address of the person responsible for payment
for the service.
8. The document
shall state that unless the customer notifies the utility otherwise within ten
days from the date the document is provided, it will be deemed that the
customer accepts the terms as stated in the written document. The document
stating the terms and conditions of the agreement shall include the address and
a toll-free or collect telephone number where a qualified representative can be
reached.
9. Once the first payment
required by the agreement is made by the customer or on behalf of the customer,
the oral or electronic agreement is deemed accepted by the customer.
10. Each customer entering into a first
payment agreement shall be granted at least one late payment that is four days
or less beyond the due date for payment, and the first payment agreement shall
remain in effect.
11. The initial
payment is due on the due date for the next regular bill.
12. A customer shall not be charged interest,
or a late payment charge, on a payment agreement where the customer is making
payments consistent with the terms of the payment agreement.
(2) Second payment agreement. The
utility shall offer a second payment agreement to a customer who is in default
of a first payment agreement if the customer has made at least two consecutive
full payments under the first payment agreement.
1. The second payment agreement shall be for
a term at least as long as the term of the first payment agreement.
2. The customer shall be required to pay for
current service in addition to the monthly payments under the second payment
agreement and may be required to make the first payment up-front as a condition
of entering into the second payment agreement.
3. The utility may also require the customer
to enter into a budget billing plan to pay the current bill.
(3) Additional payment agreements.
The utility may offer additional payment agreements to the customer.
d.
Refusal by
utility. A customer may offer the utility a proposed payment
agreement. If the utility and the customer do not reach an agreement, the
utility may refuse the offer orally, but the utility must provide a written
refusal to the customer, stating the reason for the refusal, within three days
of the oral notification. The written refusal shall be considered provided to
the customer when addressed to the customer's last-known address and deposited
in the U.S. mail with postage prepaid. If delivery is by other than U.S. mail,
the written refusal shall be considered provided to the customer when handed to
the customer or when delivered to the last-known address of the person
responsible for the payment for the service.
A customer may ask the board for assistance in working out a reasonable payment agreement. The request for assistance must be made to the board within ten days after the written refusal is provided. During the review of this request, the utility shall not disconnect the service.
(12)
Bill
payment terms. The bill shall be considered provided to the customer
when deposited in the U.S. mail with postage prepaid. If delivery is by other
than U.S. mail, the bill shall be considered provided when delivered to the
last-known address of the party responsible for payment. There shall not be
less than 20 days between the providing of a bill and the date by which the
account becomes delinquent. Bills for customers on more frequent billing
intervals under subrule 20.3(6) may not be considered delinquent less than 5
days from the date the bill is provided. However, a late payment charge may not
be assessed if payment is received within 20 days of the date the bill is
provided.
a. The date of delinquency for all
residential customers or other customers whose consumption is less than 3,000
kWh per month shall be changeable for cause; such as, but not limited to, 15
days from approximate date each month upon which income is received by the
person responsible for payment. In no case, however, shall the utility be
required to delay the date of delinquency more than 30 days beyond the date of
preparation of the previous bill.
b. In any case where net and gross amounts
are billed to customers, the difference between net and gross is a late payment
charge and is valid only when part of a delinquent bill payment. A utility's
late payment charge shall not exceed 1.5 percent per month of the past due
amount. No collection fee may be levied in addition to this late payment
charge. This rule does not prohibit cost-justified charges for disconnection
and reconnection of service.
c. If
the customer makes partial payment in a timely manner, and does not designate
the service or product for which payment is made, the payment shall be credited
pro rata between the bill for utility services and related taxes.
d. Each account shall be granted not less
than one complete forgiveness of a late payment charge each calendar year. The
utility's rules shall be definitive that on one monthly bill in each period of
eligibility, the utility will accept the net amount of such bill as full
payment for such month after expiration of the net payment period. The rules
shall state how the customer is notified that the eligibility has been used.
Complete forgiveness prohibits any effect upon the credit rating of the
customer or collection of late payment charge.
e. Budget billing plan. Utilities shall offer
a budget billing plan to all residential customers or other customers whose
consumption is less than 3,000 kWh per month. A budget billing plan should be
designed to limit the volatility of a customer's bill and maintain reasonable
account balances. The budget billing plan shall include at least the following:
(1) Be offered to each eligible customer when
the customer initially requests service. The plan may be estimated if there is
insufficient usage history to create a budget billing plan based on actual
use.
(2) Allow for entry into the
budget billing plan anytime during the calendar year.
(3) Provide that a customer may request
termination of the plan at any time. If the customer's account is in arrears at
the time of termination, the balance shall be due and payable at the time of
termination. If there is a credit balance, the customer shall be allowed the
option of obtaining a refund or applying the credit to future charges. A
utility is not required to offer a new budget billing plan to a customer for
six months after the customer has terminated from a budget billing
plan.
(4) Use a computation method
that produces a reasonable monthly budget billing amount, which may take into
account forward-looking factors such as fuel price and weather forecasts, and
that complies with requirements of this subrule. The computation method used by
the utility shall be described in the utility's tariff and shall be subject to
board approval. The utility shall give notice to customers when it changes the
type of computation method in the budget billing plan.
The amount to be paid at each billing interval by a customer on a budget billing plan shall be computed at the time of entry into the plan and shall be recomputed at least annually. The budget billing amount may be recomputed monthly, quarterly, when requested by the customer, or whenever price, consumption, or a combination of factors results in a new estimate differing by 10 percent or more from that in use.
When the budget billing amount is recomputed, the budget billing plan account balance shall be divided by 12, and the resulting amount shall be added to the estimated monthly budget billing amount. Except when a utility has a budget billing plan that recomputes the budget billing amount monthly, the customer shall be given the option of applying any credit to payments of subsequent months' budget billing amounts due or of obtaining a refund of any credit in excess of $25.
Except when a utility has a budget billing plan that recomputes the budget billing amount monthly, the customer shall be notified of the recomputed payment amount not less than one full billing period prior to the date of delinquency for the recomputed payment. The notice may accompany the bill prior to the bill that is affected by the recomputed payment amount.
(5) Irrespective of
the account balance, a delinquency in payment shall be subject to the same
collection and disconnection procedures as other accounts, with the late
payment charge applied to the budget billing amount. If the account balance is
a credit, the budget billing plan may be terminated by the utility after 30
days of delinquency.
(13)
Customer records. The
utility shall retain records as may be necessary to effectuate compliance with
20.4(14) and 20.6(6), but not less than five years. Records for customer shall
show where applicable:
a. kWh meter
reading.
b. kWh
consumption.
c. kW meter
reading.
d. kW measured
demand.
e. kW billing
demand.
f. Total amount of
bill.
(14)
Adjustment of bills.
a.
Meter error. Whenever a meter creeps or whenever a metering
installation is found upon any test to have an average error of more than 2.0
percent for watthour metering; or a demand metering error of more than 1.5
percent in addition to the errors allowed under accuracy of demand metering; an
adjustment of bills for service for the period of inaccuracy shall be made in
the case of overregistration and may be made in the case of underregistration.
The amount of the adjustment shall be calculated on the basis that the metering
equipment should be 100 percent accurate with respect to the testing equipment
used to make the test. For watthour metering installations the average accuracy
shall be the arithmetic average of the percent registration at 10 percent of
rated test current and at 100 percent of rated test current giving the 100
percent of rated test current registration a weight of four and the 10 percent
of rated test current registration a weight of one.
b.
Determination of
adjustment. Recalculation of bills shall be on the basis of actual
monthly consumption except that if service has been measured by self-contained
single-phase meters or three-wire network meters and involves no billing other
than for kilowatt-hours, the recalculation of bills may be based on the average
monthly consumption determined from the most recent 36 months, consumption
data.
When the average error cannot be determined by test because of failure of part or all of the metering equipment, it shall be permissible to use the registration of check metering installations, if any, or to estimate the quantity of energy consumed based on available data. The customer must be advised of the failure and of the basis for the estimate of quantity billed. The periods of error shall be used as defined in immediately following subparagraphs (1) and (2).
(1)
Overregistration. If the date when overregistration began can be determined,
such date shall be the starting point for determination of the amount of the
adjustment. If the date when overregistration began cannot be determined, it
shall be assumed that the error has existed for the shortest time period
calculated as one-half the time since the meter was installed, or one-half the
time elapsed since the last meter test unless otherwise ordered by the board.
The overregistration due to creep shall be calculated by timing the rate of creeping and assuming that the creeping affected the registration of the meter for 25 percent of the time since the more recent of either metering installation or last previous test.
(2) Underregistration. If the date when
underregistration began can be determined, it shall be the starting point for
determination of the amount of the adjustment except that billing adjustment
shall be limited to the preceding six months. If the date when
underregistration began cannot be determined, it shall be assumed that the
error has existed for one-half of the time elapsed since the more recent of
either meter installation or the last meter test, except that billing
adjustment shall be limited to the preceding six months unless otherwise
ordered by the board.
The underregistration due to creep shall be calculated by timing the rate of creeping and assuming that this creeping affected the registration for 25 percent of the time since the more recent of either metering installation or last previous test, except that billing adjustment shall be limited to the preceding six months.
c.
Refunds. If the
recalculated bills indicate that $5 or more is due an existing customer or $10
or more is due a person no longer a customer of the utility, the tariff shall
provide refunding of the full amount of the calculated difference between the
amount paid and the recalculated amount. Refunds shall be made to the two most
recent customers who received service through the metering installation found
to be in error. In the case of a previous customer who is no longer a customer
of the utility, a notice of the amount subject to refund shall be mailed to
such previous customer at the last-known address, and the utility shall, upon
demand made within three months thereafter, refund the same.
Refunds shall be completed within six months following the date of the metering installation test.
d.
Back billing. A utility
may not back bill due to underregistration unless a minimum back bill amount is
specified in its tariff. The minimum amount specified for back billing shall
not be less than, but may be greater than, $5 for an existing customer or $10
for a former customer. All recalculations resulting in an amount due equal to
or greater than the tariff specified minimum shall result in issuance of a back
bill.
Back billings shall be provided no later than six months following the date of the metering installation test.
e.
Overcharges. When a
customer has been overcharged as a result of incorrect reading of the meter,
incorrect application of the rate schedule, incorrect connection of the
metering installation or other similar reasons, the amount of the overcharge
shall be adjusted, refunded or credited to the customer. The time period for
which the utility is required to adjust, refund, or credit the customer's bill
shall not exceed five years unless otherwise ordered by the board.
f.
Undercharges. When a
customer has been undercharged as a result of incorrect reading of the meter,
incorrect application of the rate schedule, incorrect connection of the meter
or other similar reasons, the amount of the undercharge may be billed to the
customer. The period for which the utility may adjust for the undercharge shall
not exceed five years unless otherwise ordered by the board. The maximum back
bill shall not exceed the dollar amount equivalent to the tariffed rate for
like charges (e.g., usage-based, fixed or service charges) in the 12 months
preceding discovery of the error unless otherwise ordered by the
board.
g.
Credits and
explanations. Credits due a customer because of meter inaccuracies,
errors in billing, or misapplication of rates shall be separately
identified.
(15)
Refusal or disconnection of service. A utility shall refuse
service or disconnect service to a customer, as defined in subrule 20.1(3), in
accordance with tariffs that are consistent with these rules.
a. The utility shall give written notice of
pending disconnection except as specified in paragraph
20.4(15)"b." The notice shall set forth the reason for the
notice and the final date by which the account is to be settled or specific
action taken. The notice shall be considered provided to the customer when
addressed to the customer's last-known address and deposited in the U.S. mail
with postage prepaid. If delivery is by other than U.S. mail, the notice shall
be considered provided when delivered to the last-known address of the person
responsible for payment for the service. The date for disconnection of service
shall be not less than 12 days after the notice is provided. The date for
disconnection of service for customers on shorter billing intervals under
subrule 20.3(6) shall not be less than 24 hours after the notice is posted at
the service premises.
One written notice, including all reasons for the notice, shall be given where more than one cause exists for disconnection of service. In determining the final date by which the account is to be settled or other specific action taken, the days of notice for the causes shall be concurrent.
b. Service may
be disconnected without notice:
(1) In the
event of a condition on the customer's premises determined by the utility to be
hazardous.
(2) In the event of
customer use of equipment in a manner which adversely affects the utility's
equipment or the utility's service to others.
(3) In the event of tampering with the
equipment furnished and owned by the utility. For the purposes of this subrule,
a broken or absent meter seal alone shall not constitute tampering.
(4) In the event of unauthorized
use.
c. Service may be
disconnected or refused after proper notice:
(1) For violation of or noncompliance with
the utility's rules on file with the board.
(2) For failure of the customer to furnish
the service equipment, permits, certificates, or rights-of-way which are
specified to be furnished, in the utility's rules filed with the board, as
conditions of obtaining service, or for the withdrawal of that same equipment,
or for the termination of those same permissions or rights, or for the failure
of the customer to fulfill the contractual obligations imposed as conditions of
obtaining service by any contract filed with and subject to the regulatory
authority of the board.
(3) For
failure of the customer to permit the utility reasonable access to the
utility's equipment.
d.
Service may be refused or disconnected after proper notice for nonpayment of a
bill or deposit, except as restricted by subrules 20.4(16) and 20.4(17),
provided that the utility has complied with the following provisions when
applicable:
(1) Given the customer a
reasonable opportunity to dispute the reason for the disconnection or
refusal.
(2) Given the customer,
and any other person or agency designated by the customer, written notice that
the customer has at least 12 days in which to make settlement of the account to
avoid disconnection and a written summary of the rights and responsibilities
available. Customers billed more frequently than monthly pursuant to subrule
20.3(6) shall be given posted written notice that they have 24 hours to make
settlement of the account to avoid disconnection and a written summary of the
rights and responsibilities. All written notices shall include a toll-free or
collect telephone number where a utility representative qualified to provide
additional information about the disconnection can be reached. Each utility
representative must provide the representative's name and have immediate access
to current, detailed information concerning the customer's account and previous
contacts with the utility.
(3) The
summary of the rights and responsibilities must be approved by the board. Any
utility providing electric service and defined as a public utility in Iowa Code
section
476.1
which does not use the standard form set forth below for customers billed
monthly shall submit to the board electronically its proposed form for
approval. A utility billing a combination customer for both gas and electric
service may modify the standard form to replace each use of the word "electric"
with the words "gas and electric" in all instances.
CUSTOMER RIGHTS AND RESPONSIBILITIES TO AVOID SHUTOFF OF ELECTRIC SERVICE FOR NONPAYMENT
1.
What can I do if I receive a notice
from the utility that says my service will be shut off because I have a past
due bill?
a. Pay the bill in full;
or
b. Enter into a reasonable
payment plan with the utility (see #2 below); or
c. Apply for and become eligible for
low-income energy assistance (see #3 below); or
d. Give the utility a written statement from
a doctor or public health official stating that shutting off your electric
service would pose an especial health danger for a person living at the
residence (see #4 below); or
e.
Tell the utility if you think part of the amount shown on the bill is wrong.
However, you must still pay the part of the bill you agree you owe the utility
(see #5 below).
2.
How do I go about making a reasonable payment plan? (Residential
customers only)
a. Contact the utility
as soon as you know you cannot pay the amount you owe. If you cannot pay all
the money you owe at one time, the utility may offer you a payment plan that
spreads payments evenly over at least 12 months. The plan may be longer
depending on your financial situation.
b. If you have not made the payments you
promised in a previous payment plan with the utility and still owe money, you
may qualify for a second payment agreement under certain conditions.
c. If you do not make the payments you
promise, the utility may shut off your utility service on one day's notice
unless all the money you owe the utility is paid or you enter into another
payment agreement.
3.
How do I apply for low-income energy assistance? (Residential customers
only)
a. Applications are taken at
your local community action agency. If you are unsure where to apply, dial
2-1-1 or 1-800-244-7431, or visit humanrights.iowa.gov/dcaa/.
b. To avoid disconnection, you must apply for
energy assistance or weatherization before your service is shut off. Notify
your utility that you may be eligible and have applied for energy assistance.
Once your service has been disconnected, it will not be reconnected based on
approval for energy assistance.
c.
Being certified eligible for energy assistance will prevent your service from
being disconnected from November 1 through April 1.
4.
What if someone living at the
residence has a serious health condition? (Residential customers only)
Contact the utility if you believe this is the case. Contact your doctor or a public health official and ask the doctor or health official to contact the utility and state that shutting off your utility service would pose an especial health danger for a person living at your residence. The doctor or public health official must provide a written statement to the utility office within 5 days of when your doctor or public health official notifies the utility of the health condition; otherwise, your utility service may be shut off. If the utility receives this written statement, your service will not be shut off for 30 days. This 30-day delay is to allow you time to arrange payment of your utility bill or find other living arrangements. After 30 days, your service may be shut off if payment arrangements have not been made.
5.
What should
I do if I believe my bill is not correct?
You may dispute your utility bill. You must tell the utility that you dispute the bill. You must pay the part of the bill you think is correct. If you do this, the utility will not shut off your service for 45 days from the date the bill was mailed while you and the utility work out the dispute over the part of the bill you think is incorrect. You may ask the Iowa Utilities Board for assistance in resolving the dispute. (See #9 below.)
6.
When can the utility shut
off my utility service because I have not paid my bill?
a. Your utility can shut off service between
the hours of 6 a.m. and 2 p.m., Monday through Friday.
b. The utility will not shut off your service
on nights, weekends, or holidays for nonpayment of a bill.
c. The utility will not shut off your service
if you enter into a reasonable payment plan to pay the overdue amount (see #2
above).
d. The utility will not
shut off your service if the temperature is forecasted to be 20 degrees
Fahrenheit or colder during the following 24-hour period, including the day
your service is scheduled to be shut off.
e. If you have qualified for low-income
energy assistance, the utility cannot shut off your service from November 1
through April 1. However, you will still owe the utility for the service used
during this time.
f. The utility
will not shut off your service if you have notified the utility that you
dispute a portion of your bill and you pay the part of the bill that you agree
is correct.
g. If one of the heads
of household is a service member deployed for military service, utility service
cannot be shut off during the deployment or within 90 days after the end of
deployment. In order for this exception to disconnection to apply, the utility
must be informed of the deployment prior to disconnection. However, you will
still owe the utility for service used during this time.
7.
How will I be told the utility is
going to shut off my service?
a. You
must be given a written notice at least 12 days before the utility service can
be shut off for nonpayment. This notice will include the reason for shutting
off your service.
b. If you have
not made payments required by an agreed-upon payment plan, your service may be
disconnected with only one day's notice.
c. The utility must also try to reach you by
telephone or in person before it shuts off your service. From November 1
through April 1, if the utility cannot reach you by telephone or in person, the
utility will put a written notice on the door of or another conspicuous place
at your residence to tell you that your utility service will be shut
off.
8.
If service
is shut off, when will it be turned back on?
a. The utility will turn your service back on
if you pay the whole amount you owe or agree to a reasonable payment plan (see
#2 above).
b. If you make your
payment during regular business hours, or by 7 p.m. for utilities permitting
such payment or other arrangements after regular business hours, the utility
must make a reasonable effort to turn your service back on that day. If service
cannot reasonably be turned on that same day, the utility must do it by 11 a.m.
the next day.
c. The utility may
charge you a fee to turn your service back on. Those fees may be higher in the
evening or on weekends, so you may ask that your service be turned on during
normal utility business hours.
9.
Is there any other help available
besides my utility?
If the utility has not been able to help you with your problem, you may contact the Iowa Utilities Board toll-free at You may also write the Iowa Utilities Board at 1375 E. Court Avenue, Des Moines, Iowa 50319-0069, or by E-mail at customer@iub.iowa.gov. Low-income customers may also be eligible for free legal assistance from Iowa Legal Aid, and may contact Legal Aid at 1-800-532-1275.
(4) If the utility has adopted a service
limitation policy pursuant to subrule 20.4(23), the following paragraph shall
be appended to the end of the standard form for the summary of rights and
responsibilities, as set forth in subparagraph 20.4(15)"d"
(3):
Service limitation: We have adopted a limitation of service policy for customers who otherwise could be disconnected. Contact our business office for more information or to learn if you qualify.
(5) When
disconnecting service to a residence, made a diligent attempt to contact, by
telephone or in person, the customer responsible for payment for service to the
residence to inform the customer of the pending disconnection and the
customer's rights and responsibilities. During the period from November 1
through April 1, if the attempt at customer contact fails, the premises shall
be posted at least one day prior to disconnection with a notice informing the
customer of the pending disconnection and rights and responsibilities available
to avoid disconnection.
If an attempt at personal or telephone contact of a customer occupying a rental unit has been unsuccessful, the utility shall make a diligent attempt to contact the landlord of the rental unit, if known, to determine if the customer is still in occupancy and, if so, the customer's present location. The landlord shall also be informed of the date when service may be disconnected. The utility shall make a diligent attempt to inform the landlord at least 48 hours prior to disconnection of service to a tenant.
If the disconnection will affect occupants of residential units leased from the customer, the premises of any building known by the utility to contain residential units affected by disconnection must be posted, at least two days prior to disconnection, with a notice informing any occupants of the date when service will be disconnected and the reasons for the disconnection.
(6) Disputed
bill. If the customer has received notice of disconnection and has a dispute
concerning a bill for electric utility service, the utility may require the
customer to pay a sum of money equal to the amount of the undisputed portion of
the bill pending settlement and thereby avoid disconnection of service. A
utility shall delay disconnection for nonpayment of the disputed bill for up to
45 days after the providing of the bill if the customer pays the undisputed
amount. The 45 days shall be extended by up to 60 days if requested of the
utility by the board in the event the customer files a written complaint with
the board in compliance with 199-Chapter 6.
(7) Reconnection. Disconnection of a
residential customer may take place only between the hours of 6 a.m. and 2 p.m.
on a weekday and not on weekends or holidays. If a disconnected customer makes
payment or other arrangements during normal business hours, or by 7 p.m. for
utilities permitting such payment or other arrangements after normal business
hours, all reasonable efforts shall be made to reconnect the customer that day.
If a disconnected customer makes payment or other arrangements after 7 p.m.,
all reasonable efforts shall be made to reconnect the customer not later than
11 a.m. the next day.
(8) Severe
cold weather. A disconnection may not take place where electricity is used as
the only source of space heating or to control or operate the only space
heating equipment at a residence when the actual temperature or the 24-hour
forecast of the National Weather Service for the residence's area is predicted
to be 20 degrees Fahrenheit or colder. If the utility has properly posted a
disconnect notice but is precluded from disconnecting service because of severe
cold weather, the utility may immediately proceed with appropriate
disconnection procedures, without further notice, when the temperature in the
residence's area rises above 20 degrees Fahrenheit and is forecasted to remain
above 20 degrees Fahrenheit for at least 24 hours, unless the customer has paid
in full the past due amount or is otherwise entitled to postponement of
disconnection.
(9) Health of a
resident. Disconnection of a residential customer shall be postponed if the
disconnection of service would present an especial danger to the health of any
permanent resident of the premises. An especial danger to health is indicated
if a person appears to be seriously impaired and may, because of mental or
physical problems, be unable to manage the person's own resources, to carry out
activities of daily living or to be protected from neglect or hazardous
situations without assistance from others. Indicators of an especial danger to
health include but are not limited to: age, infirmity, or mental
incapacitation; serious illness; physical disability, including blindness and
limited mobility; and any other factual circumstances which indicate a severe
or hazardous health situation.
The utility may require written verification of the especial danger to health by a physician or a public health official, including the name of the person endangered; a statement that the person is a resident of the premises in question; the name, business address, and telephone number of the certifying party; the nature of the health danger; and approximately how long the danger will continue. Initial verification by the verifying party may be by telephone if written verification is forwarded to the utility within five days.
Verification shall postpone disconnection for 30 days. In the event service is terminated within 14 days prior to verification of illness by or for a qualifying resident, service shall be restored to that residence if a proper verification is thereafter made in accordance with the foregoing provisions. If the customer does not enter into a reasonable payment agreement for the retirement of the unpaid balance of the account within the first 30 days and does not keep the current account paid during the period that the unpaid balance is to be retired, the customer is subject to disconnection pursuant to paragraph 20.4(15)"f."
(10) Winter energy assistance (November 1
through April 1). If the utility is informed that the customer's household may
qualify for winter energy assistance or weatherization funds, there shall be no
disconnection of service for 30 days from the date the utility is notified to
allow the customer time to obtain assistance. Disconnection shall not take
place from November 1 through April 1 for a resident who is a head of household
and who has been certified to the public utility by the community action agency
as eligible for either the low-income home energy assistance program or
weatherization assistance program. A utility may develop an incentive program
to delay disconnection on April 1 for customers who make payments throughout
the November 1 through April 1 period. All such incentive programs shall be set
forth in tariffs approved by the board.
(11) Deployment. If the utility is informed
that one of the heads of household as defined in Iowa Code section
476.20
is a service member deployed for military service, as defined in Iowa Code
section 29A.90, disconnection cannot take place at the residence during the
deployment or prior to 90 days after the end of the deployment.
e. Abnormal electric consumption.
A customer who is subject to disconnection for nonpayment of bill, and who has
electric consumption which appears to the customer to be abnormally high, may
request the utility to provide assistance in identifying the factors
contributing to this usage pattern and to suggest remedial measures. The
utility shall provide assistance by discussing patterns of electric usage which
may be readily identifiable, suggesting that an energy audit be conducted, and
identifying sources of energy conservation information and financial assistance
which may be available to the customer.
f. A utility may disconnect electric service
after 24-hour notice (and without the written 12-day notice) for failure of the
customer to comply with the terms of a payment agreement.
g. The utility shall, prior to November 1,
mail customers a notice describing the availability of winter energy assistance
funds and the application process. The notice must be of a type size that is
easily legible and conspicuous and must contain the information set out by the
state agency administering the assistance program. A utility serving fewer than
25,000 customers may publish the notice in a customer newsletter in lieu of
mailing. A utility serving fewer than 6,000 customers may publish the notice in
an advertisement in a local newspaper of general circulation or shopper's
guide.
(16)
Insufficient reasons for denying service. The following shall
not constitute sufficient cause for refusal of service to a customer:
a. Delinquency in payment for service by a
previous occupant of the premises to be served.
b. Failure to pay for merchandise purchased
from the utility.
c. Failure to pay
for a different type or class of public utility service.
d. Failure to pay the bill of another
customer as guarantor thereof.
e.
Failure to pay the back bill provided in accordance with paragraph
20.4(14)"d" (slow meters).
f. Failure to pay a bill provided in
accordance with paragraph 20.4(14)"f."
g. Failure of a residential customer to pay a
deposit during the period November 1 through April 1 for the location at which
the customer has been receiving service in the customer's name.
h. Delinquency in payment for service by an
occupant if the customer applying for service is creditworthy and able to
satisfy any deposit requirements.
i. Delinquency in payment for service arising
more than ten years prior, as measured from the most recent of:
(1) The last date of service for the account
giving rise to the delinquency,
(2)
Physical disconnection of service for the account giving rise to the
delinquency, or
(3) The last
voluntary payment or voluntary written promise of payment made by the customer,
if made before the ten-year period described in this paragraph has otherwise
lapsed.
j. Delinquency
in payment for service that arose on or before September 4, 2010, pursuant to
an oral contract, except in cases of fraud or deception that prevented the
utility from timely addressing such delinquencies with the customer.
(17)
When disconnection
prohibited.
a. No disconnection may
take place from November 1 through April 1 for a resident who has been
certified to the public utility by the local community action agency as being
eligible for either the low-income home energy assistance program or
weatherization assistance program.
b. If the utility is informed that one of the
heads of household as defined in Iowa Code section
476.20
is a service member deployed for military service, as defined in Iowa Code
section
29A.90, disconnection
cannot take place at the residence during the deployment or prior to 90 days
after the end of the deployment.
(18)
Estimated demand. Upon
request of the customer and provided the customer's demand is estimated for
billing purposes, the utility shall measure the demand during the customer's
normal operation and use the measured demand for billing.
(19)
Servicing utilization control
equipment. Each utility shall service and maintain any equipment it
uses on customer's premises and shall correctly set and keep in proper
adjustment any thermostats, clocks, relays, time switches or other devices
which control the customer's service in accordance with the provisions in the
utility's rate schedules.
(20)
Customer complaints. Complaints concerning the charges,
practices, facilities or service of the utility shall be investigated promptly
and thoroughly. The utility shall keep such records of customer complaints as
will enable it to review and analyze its procedures and actions.
a. Each utility shall provide in its filed
tariff a concise, fully informative procedure for the resolution of customer
complaints.
b. The utility shall
take reasonable steps to ensure that customers unable to travel shall not be
denied the right to be heard.
c.
The final step in a complaint hearing and review procedure shall be a filing
for board resolution of the issues.
(21)
Temporary service.
Rescinded IAB 12/5/18, effective 1/9/19.
(22)
Change in type of
service. If a change in the type of service or a change in voltage to
a customer's substation is effected at the insistence of the utility and not
solely by reason of increase in the customer's load or change in the character
thereof, the utility shall share equitably in the cost of changing the
equipment of the customer affected as determined by the board in the absence of
agreement between utility and customer. In general, the customer should be
protected against or reimbursed for the following losses and expenses to an
appropriate degree:
a. Loss of value in
electrical power utilization equipment.
b. Cost of changes in wiring, and
c. Cost of removing old and installing new
utilization equipment.
(23)
Limitation of service.
The utility shall have the option of adopting a policy for service limitation
at a customer's residence as a measure to be taken in lieu of disconnection of
service to the customer. The service limiter policy shall be set out in the
utility's tariff and shall contain the following conditions:
a. A service limitation device shall not be
activated without the customer's agreement.
b. A service limitation device shall not be
activated unless the customer has defaulted on all payment agreements for which
the customer qualifies under the board's rules and the customer has agreed to a
subsequent payment agreement.
c.
The service limiter shall provide for usage of a minimum of 3,600 watts. If the
service limiter policy provides for different usage levels for different
customers, the tariff shall set out specific nondiscriminatory criteria for
determining the usage levels. Electric-heating residential customers may have
their service limited if otherwise eligible, but such customers shall have
consumption limits set at a level that allows them to continue to heat their
residences. For purposes of this rule, "electric heating" shall mean heating by
means of a fixed-installation electric appliance that serves as the primary
source of heat and not, for example, one or more space heaters.
d. A provision that, if the minimum usage
limit is exceeded such that the limiter function interrupts service, the
service limiter function must be capable of being reset manually by the
customer, or the service limiter function must reset itself automatically
within 15 minutes after the interruption. In addition, the service limiter
function may also be capable of being reset remotely by the utility. If the
utility chooses to use the option of resetting the meter remotely, the utility
shall provide a 24-hour toll-free number for the customer to notify the utility
that the limiter needs to be reset and the meter shall be reset immediately
following notification by the customer. If the remote reset option is used, the
meter must still be capable of being reset manually by the customer or the
service limiter function must reset itself automatically within 15 minutes
after the interruption.
e. There
shall be no disconnect, reconnect, or other charges associated with service
limiter interruptions or restorations.
f. A provision that, upon installation of a
service limiter or activation of a service limiter function on the meter, the
utility shall provide the customer with information on the operation of the
limiter, including how it can be reset, and information on what appliances or
combination of appliances can generally be operated to stay within the limits
imposed by the limiter.
g. A
provision that the service limiter function of the meter shall be disabled no
later than the next working day after the residential customer has paid the
delinquent balance in full.
h. A
service limiter customer that defaults on the payment agreement is subject to
disconnection after a 24-hour notice pursuant to paragraph
20.4(15)"f."
Notes
State regulations are updated quarterly; we currently have two versions available. Below is a comparison between our most recent version and the prior quarterly release. More comparison features will be added as we have more versions to compare.
No prior version found.