Haw. Code R. § 6-60-8 - Procedures for termination of service

(a) A customer shall be given reasonable written notice prior to termination of service and shall also be given an opportunity to dispute the charges in his bill in accordance with the following:

(1) The customer shall be given at least fifteen days to pay the bill for electric or gas service after the bill is issued;

(2) The customer may file a complaint or dispute with the utility on the charges appearing on the bill but must do so within the fifteen days allowed to pay the bill;

(3) The utility shall furnish a written response to the customer on its investigation of the complaint and the utility's determination as to the correctness or adjustments, if any, on the bill;

(4) The customer shall be notified by the utility of the exact amount due and payable on the bill and the bill shall be paid within seven days of the notice; and

(5) The customer may pay the disputed bill under protest to avoid termination of service and the protest shall be submitted to the commission for final determination.

(b) The written notice for termination of service shall state the following:

(1) The reason or reasons for termination;

(2) The date on or after which termination will occur;

(A) Termination shall not occur on Saturdays, Sundays or holidays observed by the utility and shall be planned during normal utility working hours.

(3) The action that the customer must take to avoid termination; and

(4) The telephone number or numbers of utility representatives available to handle the subject of termination.

(c) The utility shall provide special consideration in the handling of termination of service in the case of the elderly and handicapped customers.

(1) Elderly customers must show proof of age that they are sixty-two years or older by either appearing in person at the utility office or by verifying the date of birth in writing by a personal statement;

(2) Handicapped customers can be qualified by certification of their physical condition by a registered physician or by an appropriate state agency; and

(3) In no event shall termination of service to an elderly or handicapped customer commence without a written report and investigation by the utility to the commission. The report and investigation must be submitted by the utility not less than five days prior to the planned date for termination of service.

(d) The requirements of this section shall be effective three months after the effective date of this rule.

Notes

Haw. Code R. § 6-60-8

[Eff. 6-19-81 ] (Auth: HRS 269-6) (Imp: HRS 269-7)