The utility shall prepare in both Spanish and English
information subject to commission approval which in layman's terms summarizes
the rights and responsibilities of the utility and its residential customers in
accordance with 17.5.410 NMAC. This information shall be displayed prominently
by the utility and shall be available to the general public. The utility shall
advise new residential customers of the availability of such information upon
commencement of utility service and shall advise its existing residential
customers of such availability on an annual basis. The information shall state
that it is being provided in accordance with 17.5.410 NMAC and shall contain
information concerning, but not limited to:
A. billing procedures, including estimated
billing, budget payment plans, installment agreements, and third-party
notification programs;
B. methods
for residential customer verification of billing accuracy;
C. a description of the operation of
applicable rate tariffs, automatic adjustment clauses, and cost of service
indexing;
D. residential customer
payment requirements and procedures;
E. security deposit and guarantee
requirements;
F. special
consideration in determining deposits and installment agreements for
residential and prospective residential customers who meet the qualifications
of LIHEAP;
G. procedures relating
to discontinuance and reconnection of service;
H. the utility's inquiry, dispute, service
request, and complaint procedures;
I. an explanation of meter reading procedures
which would enable a residential customer to read his or her own
meter;
J. a procedure whereby a
residential customer may avoid discontinuance of service during an extended
period of absence;
K. procedures
for filing a complaint with the commission;
L. the utility's policy concerning
discontinuance of service to those whose lives or health may be endangered by
discontinuance;
M. the names and
addresses of state and local governmental agencies which have programs
available to assist eligible persons with payment of their utility
bills;
N. winter moratorium
protection; and
O. a statement that
members of New Mexico tribes or pueblos who need help with translation or with
other matters may contact the director of the commission's consumer relations
division at (888) 427-5772, who will contact the appropriate tribal or pueblo
official for assistance.
