Section 56.431. 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 utility and its customers affected by the change. Summaries will be mailed by the utility to each customer of the utility affected by the change. These summaries, as well as a summary of the rights and responsibilities of the utility and its customers in accordance with this chapter, shall be in writing, reproduced by the utility, displayed prominently, available on the utility’s web site, if the company has one, and available at all 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 utility’s web site. The utility shall deliver or mail a copy upon the request of a customer or applicant.

(b) A 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 their 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 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 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.