New Mexico Administrative Code
Title 17 - PUBLIC UTILITIES AND UTILITY SERVICES
Chapter 9 - ELECTRIC SERVICES
Part 560 - SERVICE STANDARDS FOR ELECTRIC UTILITIES
Section 17.9.560.12 - CUSTOMER RELATIONS
Universal Citation: 17 NM Admin Code 17.9.560.12
Current through Register Vol. 35, No. 18, September 24, 2024
A. Customer information: Each utility shall:
(1) maintain up-to-date maps, plans, or
records of its entire transmission and distribution systems with such other
information as may be necessary to enable the utility to advise prospective
customers and others entitled to the information as to the facilities for
serving any locality;
(2) assist
the customer or prospective customer in selecting the most economical rate
schedule appropriate for their class of service;
(3) notify customers affected by a change in
rates or schedule classification;
(4) post a notice in a conspicuous place in
each office of the utility where applications for service are received
informing the public that copies of the rate schedules and rules relating to
the service of the utility as filed with the commission are available for
inspection;
(5) upon request inform
its customers as to the method of reading meters; and
(6) furnish such additional information as
the customer may reasonably request.
B. Customer deposits: Each utility may require from any customer or prospective customer a deposit intended to guarantee payment of bills for service.
(1) A utility may not require a security
deposit or other guarantee of payment as a condition of new or continued
service to a customer except in the case of service:
(a) to a customer that has not previously had
utility service with the utility and that has not established an acceptable
credit rating;
(b) to a customer
that has on three or more occasions, within a 12-month period, received a final
notice;
(c) as a condition for
reconnection of service following discontinuance of service by the utility;
or
(d) to a customer that in an
unauthorized manner has interfered with or diverted the service of the utility
situated on or about or delivered to the customer's premises.
(2) In determining whether a
customer that has not previously had utility service with the utility has an
acceptable credit rating, a utility shall consider the following:
(a) documentation that the customer has an
adequate credit reference from a utility where the customer had prior utility
service;
(b) documentation obtained
by the utility from a commercial credit source; or
(c) any other reasonable
documentation.
(3) A
utility may give special consideration to a prospective or existing customer in
determining if payment by an installment agreement is appropriate.
(4) If a utility requires a deposit, it shall
have on file with the commission an approved rule setting forth the minimum and
maximum deposit that may reasonably be required by the utility in cases
involving all types of service. That rule shall conform to the following
provisions:
(a) a deposit for a customer shall
not exceed an amount equivalent to one-sixth of that non-residential customer's
estimated annual billings; a utility shall base its deposit criteria upon the
most recent available prior 12-month corresponding period at the same service
location; or, if there is not a comparable period of service at the same
service location, the deposit shall be based upon consumption of similar units
in the same area;
(b) simple
interest on deposits at a rate not less than the rate required by Section
62-13-13 NMSA
1978, shall accrue annually to the customer's credit for the time the deposit
is held by the utility; by January 15 of each year the commission shall post on
its website the minimum rate to be paid on any deposits required of a customer
by any public utility; the deposit shall cease to draw interest on the date it
is returned, on the date service is terminated, or on the date the refund is
sent to the non-residential customer's last known address.
(5) Each customer that posts a security
deposit shall receive in writing at the time of tender of deposit or with the
first bill a receipt as evidence thereof. A utility shall provide the means
whereby a depositor may establish its claim if its receipt is lost. The receipt
shall contain the following minimum information:
(a) name of customer;
(b) date of payment;
(c) amount of payment; and
(d) statement of the terms and conditions
governing the payment, retention, interest, and return of deposits.
(6) Refunds: Any non-residential
customer that has not received a final notice for the 12-month period from the
date of deposit or guarantee shall promptly receive a credit or refund in the
amount of the deposit together with accrued interest due or shall be permitted
to terminate any guarantee. If the amount of the deposit exceeds the amount of
the current bill, the customer may request a refund in the amount of the excess
if such excess exceeds $25.00. If the customer fails to qualify for a refund of
the deposit on the one year anniversary date of the deposit, that account shall
be reviewed at least annually, and the amount of the deposit shall be credited
if the customer has not received a final notice during the preceding 12 months.
A customer may request a refund at any time after 12 months payment history,
which refund shall promptly be paid if the customer has not received a final
notice during the prior 12-month period or a utility may pay such refund in the
absence of a request within a reasonable period of time.
(7) Each utility shall keep records to show:
(a) the name and address of each
depositor;
(b) the amount and the
date of the deposit; and
(c) each
transaction concerning the deposit.
(8) A record of each unclaimed deposit shall
be maintained for at least three years during which time the utility shall mail
a check or a letter to the customer at their last known address in an effort to
return the deposit.
(9) Unclaimed
deposits together with accrued interest shall be credited to the appropriate
account and shall be handled as required by the uniform disposition of
unclaimed property act of the state of New Mexico.
C. Customer bill forms:
(1) The utility shall bill each customer as
promptly as possible following the reading of their meter. The bill shall show:
(a) the reading of the meter at the end of
the period for which the bill is rendered;
(b) the nominal date on which the meter was
read;
(c) the number and kind of
units metered;
(d) the applicable
rate schedule or identification of the applicable rate schedules;
(e) the gross or net amount of the
bill;
(f) the date by which the
customer must pay the bill in order to benefit from any discount or to avoid
any penalty;
(g) a distinct marking
to identify an estimated bill;
(h)
any conversions from meter reading units to billing units or any calculations
to determine billing units from recording or other devices or any other
factors, such as fuel clause adjustments, power factor adjustments, applicable
primary discounts for customer-owned transformer, or billing units additions
for secondary metering of primary services used in determining the bill;
and
(i) a multiplier constant when
used to determine billing will be shown on the bill whenever
applicable.
(2) In lieu
of information required under subparagraphs (c), (g), and (h) above, the
utility may incorporate on the bill form a statement advising the customer that
any additional information desired relative to the application of the rate
schedule can be obtained by contacting one of the utility's offices.
D. Customer records: The utility shall retain records as may be necessary to effect compliance with 17.3.310 NMAC and with Subsection E of 17.9.560.12 NMAC and Subsection E of 17.9.560.14 NMAC, and shall show where applicable the following:
(1) KWH meter reading;
(2) KWH consumption;
(3) KW or KVA readings;
(4) KW or KVA measured demand;
(5) KW or KVA billing demand;
(6) primary discounts; and
(7) total amount of bill.
E. Adjustments of bills:
(1) General: An adjustment of
bills for service shall be made for the following reasons, and may be made for
reasons not listed below in order to achieve a reasonable, fair and just
result:
(a) meter creep;
(b) kilowatt-hour registration in excess of
two percent average error determined by meter test;
(c) demand registration in excess of one
percent error in addition to errors allowed under accuracy of demand meters,
Subsection H of
17.9.560.14
NMAC;
(d) failure of meter or
equipment including automatic meter reading technology if such failure was not
the result of a customer tampering with, damaging, replacing or deliberately
destroying the equipment furnished and owned by the utility;
(e) improper installation, testing, or
inspection of equipment;
(f)
improper application of rate schedule;
(g) improper multiplier;
(h) improper application of a tax;
(i) failure of utility to bill a customer for
services at the time the customer received the services; or
(j) failure of a customer to provide safe and
reasonable access to utility equipment.
(2) The amount of the adjustment shall be
calculated on the basis that the metering equipment should be one hundred
percent accurate with respect to the testing equipment used to make the test.
For watt-hour meters the average accuracy shall be the arithmetic average of
the percent registration at light load and at heavy load, giving the light load
registration a weight of one and the heavy load registration a weight of
four.
(3) Determination of
adjustments: Unless otherwise specified, the time periods established in
Paragraph (8) of Subsection E of 17.560.12 NMAC shall apply to adjustments made
under Paragraph (3) of Subsection E of 17.560.12 NMAC.
(a) Meter creep: The error in registration
due to creep shall be calculated by timing the rate of creeping and assuming
that this creeping affected the registration of the meter for twenty percent of
the time since the meter was installed or since the last previous test,
whichever is later.
(b) Meter with
inaccuracy in excess of specified limits: If the date when the error in
registration began can be determined, such date shall be the starting point for
determination of the amount of adjustment. If the date when the error in
registration began cannot be determined, it shall be assumed that the error has
existed for a period equal to one-half the time elapsed since the meter was
installed or one-half the time elapsed since the last previous test, whichever
is later.
(c) Failure of meter or
equipment: When the error in registration is caused by failure of part or all
of the metering installation, it shall be permissible to use the registration
of check metering installations, if any, or to estimate the kilowatt-hour
consumption, demand, and other data required for billing based upon a period of
similar operating conditions as agreed to between the customer and the
utility.
(d) Improper installation,
testing, or inspection of meter or equipment: When the error in registration is
caused by improper installation, testing, or inspection of meter or equipment,
the date of installation, date of test, or date of inspection shall be the
starting point for determination of the amount of the adjustment.
(4) Refunds:
(a) If the recalculated bills indicate that a
refund is due an existing customer or a person no longer a customer of the
utility, the full amount of the calculated difference between the amount paid
and the true amount shall be refunded in the applicable time period established
in Paragraph (8) of Subsection E of 17.560.12 NMAC.
(b) The refund to an existing customer may be
in cash or as credit on a bill. In the case of a previous customer who is no
longer a customer of the utility, a notice of the amount due shall be mailed to
such previous customer at their last known address and the utility shall, upon
demand within three months thereafter, refund the amount due.
(5) Back-billing:
(a) If the recalculation of billing indicates
that an amount is due the utility and such amount is in excess of any refund
due the customer, the utility may bill the customer the true amount due in the
applicable time period established in Paragraph (8) of Subsection E of
17.560.12 NMAC.
(b) Each utility
may establish a minimum amount below which the utility will not back-bill the
customer. When the amount of the back-billing is greater than the established
minimum amount, the customer will be billed the true amount due the utility in
the applicable time period established in Paragraph (8) of Subsection E of
17.560.12 NMAC.
(c) The customer
shall be permitted to pay the amount of the back-billing in reasonable
installments. A back-bill shall be accompanied by an offer of an installment
agreement.
(d) The utility shall
not charge the customer interest for any amount back-billed.
(6) A utility and its special
contract customer may make their own agreements respecting adjustments for
errors in measurement.
(7) The
utility will assist the customer in selecting the rate schedule under which the
customer is eligible to be billed. However, the utility will not be held
responsible for refunding any overcharge caused by the customer's failure to
select the appropriate rate schedule or by the customer's failure to notify the
utility of a change in customer's operations. If the utility improperly applies
the rate schedule selected by the customer, any billing in excess of the true
amount will be refunded to the customer and any billing less than the true
amount when greater than the established minimum amount will be billed to the
customer in the applicable time period established in Paragraph (8) of
Subsection E of 17.560.12 NMAC.
(8)
Time periods for adjustment of bills:
(a)
Residential customer class (metered usage): Refunding of an overbilling is
limited to 12 months. Back-billing of an under billing is limited to six
months. Customers responsible for the back-billed under-bill shall be given, at
a minimum, the same time period to pay the under billing as the length of time
period of the under billing.
(b)
Residential customer class (zero usage or no bill): Back-billing is limited to
six months. Customers responsible for the back-billed under-bill shall be
given, at a minimum, the same time period to pay the under billing as the
length of time period of the under billing.
(c) Non-residential small commercial customer
class, defined by tariff: Refunding of an overbilling is limited to six months.
Back-billing of an under billing is limited to six months. Customers
responsible for the back-billed under-bill shall be given, at a minimum, the
same time period to pay the under billing as the length of time period of the
under billing.
(d) All other
non-residential customer class, such as medium, large or industrial as defined
by tariff: Refunding of an overbilling is limited to 12 months. Back-billing is
limited to 12 months. Customers responsible for the back-billed under-bill
shall be given, at a minimum, the same time period to pay the under billing as
the length of time period of the under billing.
(e) Back-billing customers is limited to 72
months for under billing that was caused by tampering or fraud by the
customer.
(f) Notwithstanding the
above time limits, the commission may determine a different time limit for
back-billing or refunding in order to achieve a reasonable, fair, and just
result.
F. Reasons for denying or discontinuing service: Service may be denied or discontinued for any of the reasons listed below unless prohibited under Paragraph (3) of Subsection G of 17.9.560.12 NMAC. Unless otherwise stated the customer shall be allowed a reasonable time in which to comply with the rule before service is discontinued except as provided in Paragraphs (1), (2), (3) and (4) below:
(1) without notice in
the event of a condition determined by the utility to be hazardous;
(2) without notice in the event of customer
use of equipment in such manner as to adversely affect the utility's equipment
or the utility's service to others;
(3) without notice in the event that a
customer tampers with, damages, or deliberately destroys the equipment
furnished and owned by the utility;
(4) without notice in the event of
unauthorized use;
(5) for violation
of or noncompliance with the utility's rules on file with and approved by the
commission;
(6) for failure of the
customer to fulfill their contractual obligations for service or facilities
subject to the regulations of the commission;
(7) for failure of the customer to permit the
utility reasonable access to its equipment;
(8) for non-payment of bill provided the
utility has given the customer final notice;
(9) for failure of the customer to provide
the utility with a deposit as authorized by Subsection B of 17.9.560.12 NMAC
except that a utility may not discontinue service to an existing customer
solely for failure to pay deposit;
(10) for failure of the customer to furnish
such service equipment, permits, certificates, or rights-of-way as shall have
been specified by the utility as a condition for obtaining service or in the
event such equipment or permissions are withdrawn or terminated; and
(11) for failure of the customer to pay for
service of the same class at a previous metering point or points.
G. Reasons insufficient for denying or discontinuing service:
(1)
The following shall not constitute sufficient cause for discontinuing service
to a present customer:
(a) for failure to pay
for merchandise purchased from the utility;
(b) for failure to pay for a different type
or class of public utility service;
(c) for failure to pay the bill of another
customer as guarantor thereof; or
(d) for failure to pay for concurrent service
of whatever class at a different metering point.
(2) The following shall not constitute
sufficient cause for denying service to a prospective customer:
(a) for delinquency in payment for service by
a previous occupant unless the previous occupant still resides at the
premises;
(b) for failure to pay
for merchandise purchased from the utility; or
(c) for failure to pay the bill of another
customer as guarantor thereof.
(3) Irrespective of any conflict with
17.5.410 NMAC, the following rules regarding disconnection of residential
utility service may be implemented on a temporary basis by order of the
commission for a period of time, up to and including, the duration of any
emergency executive order issued by the governor of New Mexico pertaining to a
public health or other emergency condition under either the Public Health
Emergency Response Act, Section
12-10A-1
NMSA 1978, and the All Hazards Emergency Management Act, Section
12-10-1
NMSA 1978:
(a) all utilities may be prohibited
from discontinuing residential utility service for non-payment during the time
period the emergency executive orders are in effect;
(b) any late fees on residential accounts
that would be incurred during the time period of the effectiveness of the
emergency executive orders may be required to be waived;
(c) utilities may be permitted to temporarily
close in-person bill payment locations provided the utility provides notice to
residential customers of such closures and identifies in such notice how
payment made be made, including electronically or by mail. In the event of the
closure of in-person bill payment locations, utilities shall be permitted to
continue to collect credit card or bank fees in accordance with their own
commission approved and filed tariffs;
(d) medical certificates set to expire shall
not expire for the duration of the effectiveness of any emergency executive
order and may be automatically be extended for 90 days from the end of any
emergency executive order; and
(e)
irrespective of this rule, public utilities are not prohibited from
disconnecting service to residential customers due to:
(i) an emergency;
(ii) safety;
(iii) a request to disconnect from the
residential customer.
H. Estimated demand: Upon request of the customer and provided the customer's demand is estimated for billing purposes, the utility shall measure the demand during the customer's normal operations and use the measured demand for billing.
I. Servicing utilization control equipment: Each utility shall service and maintain any equipment it owns and used on the customer's premises and shall correctly set and keep in proper adjustment any thermostats, clocks, relays, time switches, or other devices which control the customer's service in accordance with the provisions of the utility's rate schedules.
J. Customer complaints: Bona fide complaints concerning the charges, practices, or service of the utility shall be investigated promptly and thoroughly. The utility shall keep such records of customer complaints as will enable the utility to review and analyze its procedures and actions.
K. Temporary service: When the utility renders temporary service to a customer it may require that the customer bear all the cost of installation and removal of the service facilities in excess of any salvage realized.
L. Extension plan: Each utility shall develop a plan acceptable to the commission for the extension of facilities where they are in excess of those included in the regular rates for service and for which the customer shall be required to pay all or part of the cost.
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