Hawaii Administrative Rules
Title 6 - DEPARTMENT OF BUDGET AND FINANCE
Division - PUBLIC UTILITIES COMMISSION
Chapter 60 - STANDARDS FOR ELECTRIC AND GAS SERVICES IN THE STATE OF HAWAII
Section 6-60-8 - Procedures for termination of service
Universal Citation: HI Admin Rules 6-60-8
Current through August, 2024
(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.
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