Current through Register Vol. 49, No. 6, March 15, 2024
PURPOSE: This rule establishes procedures to be
followed when customers make inquiries of utilities so customer inquiries are
handled in a reasonable manner.
(1) A utility shall adopt procedures which
shall ensure the prompt receipt, thorough investigation and, where possible,
mutually acceptable resolution of customer inquiries. The utility shall submit
the procedures to the commission for approval and the utility shall notify the
commission and the public counsel of any substantive changes in these
procedures prior to implementation.
(2) A utility shall establish personnel
procedures which, at a minimum, ensure that-
(A) At all times during normal business hours
qualified personnel shall be available and prepared to receive and respond to
all customer inquiries, service requests, safety concerns, and complaints. A
utility shall make necessary arrangements to ensure that customers unable to
communicate in the English language receive assistance;
(B) At all times during normal business
hours, qualified personnel responsible for and authorized to enter into written
agreements on behalf of the utility shall be available to respond to customer
inquiries and complaints;
(C)
Qualified personnel shall be available at all times to receive and initiate
response to customer contacts regarding any discontinuance of service or an
emergency condition related to the utility's operations occurring within the
utility's service area; and
(D)
Names, addresses, and telephone numbers of personnel designated and authorized
to receive and respond to the requests and directives of the commission
regarding customer inquiries, service requests and complaints shall be provided
to the commission.
(3) A
utility shall prepare, in written form, information in plain language, which
summarizes the rights and responsibilities of the utility and its customers in
accordance with this chapter. The form shall be submitted to the consumer
services department of the commission, and to the Office of the Public Counsel.
This written information shall be displayed prominently, and shall be available
at all utility office locations open to the general public, and shall be mailed
or otherwise delivered to each of the utility's residential customers upon
request. The information shall be delivered or mailed to each new customer of
the utility upon the commencement of service and shall be available at all
times upon request. The written information shall indicate conspicuously that
it is being provided in accordance with the rules of the commission, and shall
contain information concerning, but not limited to-
(A) Billing and estimated billing
procedures;
(B) Methods for
customer verification of billing accuracy;
(C) Customer payment requirements and
procedures;
(D) Deposit and
guarantee requirements;
(E)
Conditions of termination, discontinuance, and reconnection of
service;
(F) Procedures for
handling inquiries;
(G) Explanation
of meter reading procedures which would enable a customer to read his/her own
meter;
(H) A procedure where a
customer may avoid discontinuance of service during a period of
absence;
(I) Complaint procedures
under 4 CSR
240-2.070;
(J) The telephone number and address of a
customer services office of the Missouri Public Service Commission, the
commission's toll-free telephone number, and the statement that the company is
regulated by the Missouri Public Service Commission;
(K) The address and telephone number of the
Office of Public Counsel (OPC) and OPC's toll-free telephone number, and a
statement of the function of that office; and
(L) If the utility is a gas distribution
company, an explanation of the function of the purchased gas adjustment clause.
If the utility is an electric company authorized to utilize a fuel adjustment
clause, an explanation of the fuel adjustment clause.
(4) At all of its public business offices, a
utility shall make available for public inspection a copy of this chapter and
the utility's tariffs. At these business offices, conspicuous signs shall be
posted which indicate that this information is available for public
inspection.
(5) A utility shall
maintain records on its customers for at least two (2) years which contain all
information concerning-
(A) The payment
performance of each of its customers for each billing period;
(B) The number and general description of
complaints registered with the utility;
(C) The number of settlement agreements made
by the utility;
(D) The actual
number of discontinuances of service due to each of the following categories of
reasons:
1. The customer's failure to comply
with a settlement agreement or cold weather rule payment agreement;
2. The customer's failure to make any other
required utility payment;
3.
Unauthorized interference, diversion, or use of utility service; and
4. All other reasons combined;
(E) Actual number of
reconnections; and
(F) Actual
number and amounts of refunds of deposits.
(6) The utility shall submit to the
commission, upon request, a written summary of the information required by
section (5) of this rule.
*Original authority: 386.250(6), RSMo 1939, amended 1963,
1967, 1977, 1980, 1987, 1988, 1991 and 394.140(11), RSMo 1939, amended 1949,
1967.
