Rhode Island Code of Regulations
Title 815 - Division of Public Utilities and Carriers
Chapter 30 - Electric Utilities
Subchapter 00 - General Administration
Part 1 - Standards for Electric Utilities
Section 815-RICR-30-00-1.3 - Service Provisions

Universal Citation: 815 RI Code of Rules 30 00 1.3

Current through September 18, 2024

A. Filing of Rates Schedules.

1. Schedules showing all rates, tolls and charges by a public utility shall be filed and kept open to public inspection in accordance with the provisions of R.I. Gen. Laws § 39-3-10.

B. Application for Service.

1. An Applicant desiring service under a public utility's filed rate schedules may be required to make application in writing, in accordance with the forms prescribed by the public utility.

C. Information to Customers - Rate Selection.

1. Each public utility shall, upon request, provide a customer with such information and assistance as is necessary to enable the customer to secure the most advantageous rate or rates. Further, each utility shall inform the applicant of any service connection and/or installation charge to be applied to the bill. Each customer shall be responsible for selecting, and taking service at the most advantageous rate or rates.

2. Each public utility shall, upon request, explain to a customer the method of reading meters and how the billing is calculated.

3. Where special charges for construction, maintenance, replacement costs, expenses or overtime work are not specifically set forth in a utility's tariff, the utility shall, before performing non-emergency work, provide the applicant or customer with an estimate of charges to be levied, in writing if requested.

4. In addition, the utility shall make available free information concerning the utility's programs, services, rights and responsibilities, and complaint procedures for the general public.

D. Deposits.

1. A public utility, as security for prompt payment of a customer's indebtedness to it, may require a cash deposit or other collateral satisfactory to it before rendering, or as a condition of continuing to render service to such customer. This deposit shall not be more than the estimated bill for two times the normal billing period. Interest shall be paid on deposits held six (6) months or more in accordance with applicable rate schedules or the terms and conditions of the public utility. Deposits, plus accrued interest thereon, less any amount due the public utility, will be refunded upon termination of service. When a deposit is applied against an account that has been terminated, interest shall cease to be accumulated on the balance at the date of termination.

E. Meter Reading and Bill Forms.

1. The metering equipment for each service shall be such as to register the number of kilowatt-hours (kwh) delivered during any period, and to the extent applicable, the number of Kilo-Var Hours (KvarH) and the Kilowatt (Kw) and Kilo-Volt Amperes (Kva) demand.

2. All service meters shall be read at regular intervals and on the corresponding day of each meter reading period insofar as practicable within regularly scheduled work days.

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; and shall also show any applicable discount or penalty date.

4. Each public utility 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.

F. Customer Complaints.

1. Each public utility shall make a full and prompt investigation of customer complaints made either directly or through the Division. A record of complaints received, other than those of a minor 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.

2. Each public utility shall endeavor to keep its appointments. In the event cancellation of appointment is unavoidable, every reasonable effort should be made to promptly notify the customer.

3. During an abnormal service outage the utility shall make reasonable efforts to inform the general public about the areas affected, the progress of service restoration, and anticipated restoration schedules when available. Information for the general public shall be made through advisories to the news media. Business offices shall make similar information available to callers, using appropriate communications systems.

G. Change in Character of Service.

1. If a change in character of service to a customer is brought about for the convenience or benefit of the public utility, the public utility shall pay such part of the cost of changing the equipment of the customer affected as shall be determined by mutual agreement. An equitable settlement would normally be on the following basis: Payment by the public utility to the customer of:
a. The cost of the customer's electrical utilization and equipment that is made obsolete, less proper allowance for depreciation.

b. The cost of installing the new equipment and removing the old, less the salvage value of such equipment as the customer retains.

c. The cost of making the necessary change in customer's wiring.

H. Discontinuance of Service

1. By Customer: A customer shall be required to give at least twenty-four (24) hour notice of its 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.

2. By the Public Utility:
a. Non-Payment of Bills. In accordance with the provisions of the applicable rate or terms and conditions of service, a public utility may require that bills be paid within a specified time after presentation. On and after thirty (30) days from the date of presentation service may be discontinued for non-payment provided written notice to the customer has been deposited in the U.S. mail at least ten (10) days prior to the date of discontinuance. In lieu of the discontinuance, or upon reconnection, the public utility may require payments at less than monthly intervals. If service is discontinued for non-payment, the public utility may make a reasonable charge for reconnection. Service must not be discontinued on a Friday, a Saturday, or the day before a holiday.

b. For Violation of Rules: No public utility shall discontinue service to a customer for violation of any rule unless it shall first have deposited in the U.S. mail written notice to the customer at least ten (10) days prior to the date of discontinuance advising the customer of the particular rule that has been violated, except that service may be discontinued immediately when continuance of the service would endanger life or property, or when ordered to do so by any governmental agency or official having jurisdiction.

c. For Fraudulent Use of Service: A public utility may discontinue service without notice whenever a fraudulent use of the service by the customer is detected.

Disclaimer: These regulations may not be the most recent version. Rhode Island may have more current or accurate information. We make no warranties or guarantees about the accuracy, completeness, or adequacy of the information contained on this site or the information linked to on the state site. Please check official sources.
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