Section 56.201. Public information

(a) In addition to the notice requirements in this chapter, the Commission will, within 6 months of the effective date of a change to a regulation in this chapter, prepare a summary of the rights and responsibilities of the public utility and its customers affected by the change. Summaries will be mailed by the public utility to each customer of the public utility affected by the change. These summaries, as well as a summary of the rights and responsibilities of the public utility and its customers in accordance with this chapter, shall be in writing, reproduced by the public utility, displayed prominently, available on the public utility’s web site if the utility has one and available at all public utility office locations open to the general public. The public utility shall inform new customers of the availability of this information and direct where to locate it on the public utility’s web site. The public utility shall deliver or mail a copy upon the request of a customer or applicant.

(b) A public utility which serves a substantial number of Spanish-speaking customers shall provide billing information in English and in Spanish. The written information must indicate conspicuously that it is being provided in accordance with this title and contain information concerning, but not limited to, the following:

(1) Billing and estimated billing procedures.

(2) Methods for customer verification of billing accuracy.

(3) Explanation of operation of purchased gas adjustment clauses.

(4) Payment requirements and procedures.

(5) Security deposit and guarantee requirements.

(6) Procedures for discontinuance and reconnection of service.

(7) Dispute, informal complaint and formal complaint procedures.

(8) Explanation of meter reading procedures which would enable a customer or occupant to read his own meter.

(9) Procedure whereby customers or occupants may avoid discontinuance of service during extended periods of absence.

(10) Third-party notification procedures.

(11) Telephone numbers and addresses of the public utility and of the nearest regional office of the Commission where further inquiries may be made.

(12) Definitions of terms or abbreviations used by the public utility on its bills.

(13) Information indicating that additional consumer protections may be available for victims of domestic violence, people with serious illnesses and low income households.

The provisions of this § 56.201 adopted June 16, 1978, effective June 17, 1978, 8 Pa.B. 1655; amended April 8, 1983, effective April 9, 1983, 13 Pa.B. 1250; amended October 7, 2011, effective October 8, 2011, 41 Pa.B. 5473. Immediately preceding text appears at serial page (252049).

Notation

Authority

The provisions of this § 56.201 amended under the Public Utility Code, 66 Pa.C.S. § § 331, 501, 504, 1301, 1305, Chapter 14, 1501 and 1504.

Cross References

This section cited in 52 Pa. Code § 57.257 (relating to disputes concerning advanced metering).