(a) If, after the
issuance of the initial termination notice and prior to the actual termination
of service, a customer or occupant contacts the public utility concerning a
proposed termination, a public utility shall fully explain:
(1) The reasons for the proposed
termination.
(2) All available
methods for avoiding a termination, including the following:
(i) Tendering payment in full or otherwise
eliminating the grounds for termination.
(ii) Entering a payment
arrangement.
(iii) Paying what is
past-due on the most recent previous company negotiated or Commission payment
arrangement.
(3)
Information about the public utility's universal service programs, including
the customer assistance program. Refer the customer or applicant to the
universal service program of the public utility to determine eligibility for a
program and to apply for enrollment in a program.
(4) The medical emergency
procedures.
(b) The
public utility shall exercise good faith and fair judgment in attempting to
enter a reasonable payment arrangement or otherwise equitably resolve the
matter. Factors to be taken into account when attempting to enter into a
reasonable payment arrangement include the size of the unpaid balance, the
ability of the customer to pay, the payment history of the customer and the
length of time over which the bill accumulated. Payment arrangements for
heating customers shall be based upon budget billing as determined under §
56.12(8)
(relating to meter reading; estimated billing; customer readings). If a payment
arrangement is not established, the company shall further explain the
following:
(1) The right of the customer to
file a dispute with the public utility and, thereafter, an informal complaint
with the Commission.
(2) The
procedures for resolving disputes and informal complaints, including the
address and telephone number of the Commission: Public Utility Commission, Box
3265, Harrisburg, Pennsylvania 17105-3265, (800) 692-7380.
(3) The duty of the customer to pay any
portion of a bill which the customer does not dispute.
Notes
The
provisions of this § 56.97 adopted June 16, 1978, effective
6/17/1978, 8 Pa.B. 1655; amended
September 22, 1978, effective 9/23/1978, 8 Pa.B. 2632; 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 § 56.97 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 §
56.11 (relating to billing
frequency); 52 Pa. Code §
56.16 (relating to transfer of
accounts); 52 Pa. Code §
56.17 (relating to advance
payments); 52 Pa. Code §
56.72 (relating to discontinuance
of service); 52 Pa. Code §
56.81 (relating to authorized
termination of service); 52 Pa. Code §
56.91 (relating to general notice
provisions and contents of termination notice); 52 Pa. Code §
56.118 (relating to right of
public utility to petition the Commission); 52 Pa. Code §
56.164 (relating to termination
pending resolution of the dispute); and 52 Pa. Code §
62.2 (relating to
definitions).
