20 CSR 4240-13.020 - Billing and Payment Standards
(1) A utility shall render a bill for each
billing period to every residential customer in accordance with commission
rules and its approved tariff.
(2)
Each billing statement rendered by a utility shall be computed on the actual
usage during the billing period except as follows:
(A) A utility may render a bill based on
estimated usage-
1. To seasonally billed
customers, provided that an approved tariff reflecting seasonal estimation is
on file with the commission and an actual reading is obtained before each
change in the seasonal cycle;
2.
When extreme weather conditions, emergencies, labor agreements, or work
stoppages prevent actual meter readings;
3. When the utility is unable to obtain a
meter reading for reasons beyond the utility's reasonable control, including an
inability to access the customer's premises as necessary. If the utility is
unable to obtain an actual correct meter reading for these reasons, where
necessary it shall undertake reasonable alternatives to obtain a customer
reading of the meter, for example mailing or leaving postpaid, preaddressed
postcards upon which the customer may note the reading unless the customer
requests otherwise;
4. When the
utility does not obtain an accurate or correct meter reading due to equipment
or mechanical failure, when the company could not reasonably detect such
failure given variability in usage at that customer location;
5. When a utility is unable to accurately
obtain a meter reading due to human or billing system error;
6. When the utility does not obtain an
accurate or correct meter reading due to equipment or mechanical failure,
including a remote meter reading device's failure to transmit a reliable
reading; and
7. When the utility
does not obtain an accurate or correct meter reading due to failure to detect
and verify usage at the customer's location, i.e., vacant with usage;
(B) A utility shall not render a
bill based on estimated usage for more than three (3) consecutive billing
periods or one (1) year, whichever is less, except under conditions described
in paragraphs (2)(A)1.-(2)(A)4. of this rule;
(C) When a utility renders a bill based on
estimated usage, it shall comply with the following:
1. A utility that has an estimating procedure
in its filed and commission-approved tariffs shall follow that estimating
procedure;
2. A utility that does
not have an approved estimating procedure shall base the estimate on that
customer's historical average usage at the same premises for the same billing
periods during any or all of the past three (3) years for which actual usage
data is available. In the event the customer was provided utility service at
the premises for less than one (1) year, then the estimate shall be based on
usage from the average of the customer's actual usage for the previous three
(3) billing periods. If the customer has not had utility service for three (3)
billing periods or if actual usage during that time is not available, the
utility shall base the estimate on the average usage of available actual usage
data for the months the customer has had utility service. In cases where no
prior actual usage information is available or the prior usage is estimated and
cannot be determined by subsequent actual meter readings, the utility shall
base the estimate upon average usage of similarly situated customers;
3. A utility shall not estimate a customer's
initial or final bill for service, unless conditions beyond the control of the
utility prevent an actual meter reading. In such cases, if and when actual
meter readings become available, the utility shall adjust the initial or final
bill by issuing a bill for additional charge, or refund, as
appropriate;
4. A utility shall
maintain accurate records of the reasons for the estimated bill and all efforts
made to secure an actual reading;
5. A utility shall clearly and conspicuously
note on the bill that it is based on estimated usage; and
6. Use customer-supplied readings, whenever
viable (i.e., in line with prior usage or seasonal usage), to determine usage;
and
(D) A water utility
or sewer utility may render bills for service based on a flat rate if
authorized by its commission-approved tariff. Flat rate bills may be rendered
in advance for service being provided, if so authorized by its filed
tariff.
(3) If a utility
is unable to obtain an actual meter reading for three (3) consecutive billing
periods, the utility shall advise the customer by first class mail or personal
delivery that the bills being rendered are estimated, that estimation may not
reflect the actual usage, and that the customer may read and report their
electric, gas, sewer, or water usage to the utility on a regular basis. A
utility shall explain to the customer the procedure by which this reading and
reporting may be initiated. At least annually, a utility shall attempt to
secure an actual meter reading from customers who are reporting their own
usage, except for quarterly-billing utilities in which case it shall be every
two (2) years. These attempts shall include personal contact with the customer
to advise the customer of the regular meter reading day. The utility shall
offer appointments for meter readings on Saturday or prior to 9:00 p.m. on
weekdays. The utility's obligation to make appointments shall begin only after
a tariff, describing the appointment process, has been filed with and approved
by the commission. Discontinuance of the service of a customer who is reading
and reporting usage on a regular basis because of inability to secure an actual
meter reading shall not be required.
(4) If a customer fails to report usage to
the utility, the company shall obtain a meter reading at least annually. The
utility shall notify the customer that if usage is not reported regularly by
the customer and if the customer fails, after written request, to grant access
to the meter, then service may be discontinued pursuant to
4 CSR
240-13.050.
(5) Notwithstanding section (2) of this rule,
a utility may bill its customers in accordance with equal payment billing
programs at the election of the utility customer, provided the equal payment
billing program tariff has been previously approved by the
commission.
(6) A utility may bill
its customers on a cyclical basis if the individual customer receives each
billing on or about the same day of each billing period. If a utility changes a
meter reading route or schedule which results in a change of nine (9) days or
more of a billing cycle, notice shall be given to the affected customer at
least fifteen (15) days prior to the date the customer receives a bill based on
the new cycle.
(7) A monthly-billed
customer shall have at least twenty-one (21) days and a quarterly-billed
customer shall have at least sixteen (16) days from the rendition of the bill
to pay the utility charges, unless a customer has selected a preferred payment
date in accordance with a utility's preferred payment date plan. If the due
date or delinquent date falls upon a Sunday, legal holiday, or any other day
when the offices of the utility regularly used for the payment of customer
bills are not open to the general public, the due date or delinquent date shall
be extended through the next business day. The date of payment for remittance
by mail is the date on which the utility receives the remittance. A utility
shall not base an assessment of a deposit or delinquent charge, or a
discontinuance of service, on a payment that was made to a payment agent on or
before the due date or delinquent date.
(8) A utility shall not assess an additional
charge upon a customer by reason of the customer's failure to pay any balance
due and owing prior to the delinquent date unless this additional charge has
been approved by the commission as a part of the utility's commission-approved
tariffs.
(9) Every bill for
residential utility service shall clearly state-
(A) The beginning and ending meter readings
of the billing period and the dates of these readings;
(B) The date when the bill will be considered
due and the date when it will be delinquent, if different;
(C) Any previous balance which states the
balance due for utility charges separately from charges for services not
subject to commission jurisdiction;
(D) The amount due for the most recent
billing period for electric, gas, sewer, or water usage, stated separately from
the amount due for the same period for a deposit and the amount due for the
same period for service not subject to commission jurisdiction;
(E) The amount due for other authorized
charges;
(F) The total amount
due;
(G) The telephone number the
customer may call from the customer's service location without incurring toll
charges and the address of the utility where the customer may initiate an
inquiry or complaint regarding the bill as rendered or the service provided.
Charges for measured local service are not toll charges for purposes of this
rule;
(H) License, occupation,
gross receipts, franchise, and sales taxes; and
(I) Purchased gas adjustment cost in total or
cents per unit basis.
(10) A utility shall render a separate
billing for service provided at each address unless otherwise requested by the
customer and agreed to by the utility.
(11) A utility may include charges for
special services together with utility charges on the same bill if the charges
for special services are designated clearly and separately from utility
charges. If partial payment is made, the utility shall first credit all
payments to the balance outstanding for gas, electric, sewer, or water charges,
before crediting a deposit.
(12)
During the billing period prior to any tariffed seasonal rate change, a utility
shall notify each affected customer, on the bill or on a notice accompanying
the bill, of the expected effect of the upcoming seasonal rate change on the
customer's bill and the months during which the forthcoming seasonal rate will
be in effect.
(13) No utility may
enter into any contractual or authorized pay agent relationship with any entity
engaged in the business of making unsecured loans of five hundred dollars
($500) or less, with original payment terms of thirty-one (31) days, or less,
or where repayment of the loan is secured by the borrower's postdated check.
This restriction shall not apply if the lending entity offers such loans at an
aggregate, effective annual percentage interest rate of less than thirty-six
percent (36%). Any utility currently in a contractual or authorized pay agent
relationship that is forbidden by this section shall terminate that
relationship no later than sixty (60) days after this rule becomes
effective.
Notes
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