New Mexico Administrative Code
Title 17 - PUBLIC UTILITIES AND UTILITY SERVICES
Chapter 5 - UTILITY INTERCONNECTIVITY AND COOPERATIVE AGREEMENTS
Part 410 - RESIDENTIAL CUSTOMER SERVICE BY GAS, ELECTRIC AND RURAL ELECTRIC COOPERATIVE UTILITIES
Section 17.5.410.23 - PUBLIC NOTICE OF RESIDENTIAL CUSTOMER RIGHTS
Current through Register Vol. 35, No. 18, September 24, 2024
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.
