Current through September 18, 2024
A. Filing of Rate
Schedules: All rates, tolls and charges by the LDC shall be filed, posted, and
available for public inspection in accordance with the provisions of R.I. Gen.
Laws §
39-3-10. In addition, each LDC
shall post this information on their company website.
B. Information to Customers
1. Each LDC shall, upon request, provide its
customers such information and reasonable assistance as will help them to
select the best use of service at the most advantageous rate. However, the
ultimate responsibility for the selection of the best use of service at the
most advantageous rate will rest with the customer.
2. Each LDC shall, upon request, explain to
its customers the method of reading meters.
3. Meters installed after the effective date
of this instruction in a residential or commercial facility with more than one
meter on a meter bar assembly must be marked to identify the individual
customers. (i.e., apartment 1, apartment 2, second floor, third floor right,
etc.)
C.
Deposits/Interest: To protect against loss, an LDC may require a deposit before
rendering service to any customer. This deposit shall not be more than the two
highest actual month's usage of a prior customer or the two highest estimated
month's usage of the new customer if a prior customer does not exist. Interest
shall be paid on deposits in accordance with applicable rate schedules or the
terms and conditions of the LDC. Deposits plus accrued interest thereon, less
any amount due the LDC, will be refunded upon termination of service. The
company may return a deposit prior to the termination of service if it so
desires. A customer may request a return of deposit prior to the termination of
service if the customer has established a good payment history and the company
agrees to the return of deposit. When an account is terminated, and a deposit
or portion thereof is applied against an account that has been terminated,
interest shall cease to be accumulated on the balance at the date of
termination.
D. Measurement of
Service: All gas sold by an LDC shall be charged for on a metered basis except
when sold under rates on some other basis with the prior approval of the
Commission.
E. Meter Reading and
Bill Forms
1. Each service meter shall
clearly indicate the registered billing units (hundreds or thousands of cubic
feet of gas, or therms) In cases where the dial readings of a meter must be
multiplied by a constant to obtain the cubic feet or other unit consumed, the
proper constant to be applied shall be clearly marked on the customer's meter
and the customer's bill. The labeling of meters will apply only to meters
installed as of the effective date of this Part. When gas is measured under
high pressure and/or high temperature, or when the quantity is determined by
calculation from recording devices, the LDC shall upon request supply the
customer with the basis and method of computation of the determined quantity.
2. All service meters will be read
at regular intervals and on approximately the corresponding day of each
meter-reading period. In service areas that do not utilize AMR devices, the
company must verify meter reads called in by the customer at least once every
six (6) months.
3. Bills shall be
rendered at regular intervals and shall show the date of the current meter
reading and the amount or quantity of service for the billing period.
4. Each LDC shall keep an accurate
account of all charges for service billed each customer and shall maintain
records showing information from which each bill rendered may be readily
computed.
5. The billing date and
the postmark date on the bill shall not vary by more than three (3) business
days.
6. Estimated bills will not
exceed 6 consecutive months on any residential, commercial, or industrial
account.
F. Complaints
by Customers: Each LDC shall make a full and prompt investigation of customer
complaints, whether the complaint is directed to the company or through the
Division. A record of 14 complaints received, other than those of a minor or
routine nature, shall be kept for at least two (2) years, and shall show the
name and address of the complainant, the date and character of the complaint,
and the disposition thereof. A customer shall have the right to review the
record of that customer's complaint(s) upon demand during that two (2) year
period. The LDC shall provide the Division with a copy of any or all complaints
upon demand. Records shall be provided, whether demanded by a customer or by
the Division, within five (5) business days or less.
G. Change in Character of Service: Any change
made by the LDC in the composition of the gas, the pressure, or other service
conditions which would affect efficiency, or operation, or adjustment of
appliances, the appliances of all customers in the district affected shall be
inspected promptly, and, if necessary, shall be re-adjusted for the new
conditions without undue delay by the LDC and without charge to the
customer.
H. Discontinuance of
Service
1. Discontinuance of Service by the
Customer: A customer must give reasonable notice of his/her intention to
discontinue service in accordance with the provisions of the applicable rate or
terms and conditions of service and shall be responsible for all charges until
expiration of such notice period. The customer will be given a confirmation
number at the time of the termination of service call. The confirmation number
shall reflect the date and time the person called to disconnect service. For
purposes of this rule, "reasonable notice" is defined as no less than five (5)
business days.
2. Discontinuance of
Service by the Company
a. Non-Payment of
Bills
(1) In accordance with the provisions
of the applicable rate or terms and conditions of service, an LDC may require
that bills be paid within a specified time after presentation. Failure to pay
bills within the specified time shall be grounds for termination of service.
The LDC may then initiate its termination process consistent with the rules
established by the Commission for that purpose.
b. Discontinuance of Service by the Company
for Violation of Rules
(1) No LDC shall
discontinue service to a customer for violation of any rule without written
notice mailed at least ten (10) business days in advance of discontinuance
advising the customer which rule has been violated and describing how that rule
was violated, except that service may be discontinued immediately when the
violation of the rule is such, in the opinion of the LDC, as to endanger life
or property, or when ordered to do so by any governmental agency or official
having jurisdiction.
(2) The LDC
may, with or without notice, shut off the supply of gas to the premises, or
make appliances inoperative, where in its opinion a "potentially hazardous
condition" exists.
c.
For Fraudulent Use of Service: An LDC may discontinue service without notice
whenever a fraudulent use of service by the customer is detected.
