A public utility company report must include the
following:
(1) A statement of the
claim or dispute of the customer and a copy thereof if the claim or notice of
dispute was made in writing.
(2)
The position of the public utility regarding that claim.
(3) A statement that service will not be
terminated pending completion of the dispute process, including both informal
and formal complaints, so long as there is compliance with all requirements of
the Commission.
(4) A statement
that if the complaining party does not agree with the public utility company
report, an informal complaint shall be filed with the Commission to ensure the
preservation of all of the complaining party's rights.
(5) The office where payment may be made or
information obtained listing the appropriate telephone number and address of
the public utility.
(6) A full and
complete explanation of procedures for filing an informal complaint with the
Commission (see §
56.162 (relating to informal
complaint filing procedures)). If a written report is not requested by the
complaining party or is not deemed necessary by the public utility, the public
utility shall provide the information in §
56.162(1), (2) and
(5). In addition, the public utility shall
always provide the telephone number and address of the office of the Commission
where an informal complaint may be filed.
(7) If the matter in dispute involves a
billing dispute, the public utility company report must include the following:
(i) An itemized statement of the account of
the complaining customer specifying the amount of credit, if any, and the
proper amount due.
(ii) The date on
or after which the account will become delinquent unless a payment arrangement
is entered into or an informal complaint is filed with the Commission. This
date may not be earlier than the due date of the bill or 15 days after the
issuance of a public utility company report, whichever is later.
(8) If the matter involves a
dispute other than a billing dispute, the public utility company report must
also state the following:
(i) The action
required to be taken to avoid the termination of service.
(ii) The date on or after which service will
be terminated in accordance with the applicable requirements unless the report
is complied with, or a payment arrangement entered into or an informal
complaint filed. This date may not be earlier than the original date for
compliance with the matter which gave rise to the dispute or 10 days from the
date of issuance of the public utility company report, whichever is later. If
the public utility company report is in writing, the information in this
paragraph must be prominently displayed.
Notes
The
provisions of this § 56.152 adopted June 16, 1978, effective
6/17/1978, 8 Pa.B. 1655; amended
April 8, 1983, effective 4/9/1983, 13 Pa.B. 1250; amended July 17, 1998,
effective 8/17/1998, 28 Pa.B.
3379; amended October 7, 2011, effective 10/8/2011, 41 Pa.B. 5473; amended May 31, 2019,
effective 6/1/2019, 49 Pa.B.
2815.
The provisions of this § 56.152 amended under the
Public Utility Code,
66 Pa.C.S. §
§
331,
501,
504-506,
1301,
1305,
1401-1419,
1501,
1504 and
1509.
This section cited in 52 Pa. Code §
56.100 (relating to winter
termination procedures); 52 Pa. Code §
56.114 (relating to length of
postponement; renewals); 52 Pa. Code §
56.118 (relating to right of
public utility to petition the Commission); 52 Pa. Code §
56.151 (relating to general rule);
52 Pa. Code §
57.177 (relating to customer
dispute procedures); 52 Pa. Code §
59.97 (relating to customer
dispute procedures); 52 Pa. Code §
69.265 (relating to CAP design
elements); and 52 Pa. Code §
111.13 (relating to customer
complaints).
