Sample Annual Rules Summary.pdf

Sample Annual Rules Summary.docx 1 2017-Oct
(Include All Company information)
Name, Address, Contact information
SUMMARY OF RULES AND REGULATIONS OF THE IDAHO PUBLIC UTILITIES COMMISSION (IPUC) GOVERNING CUSTOMER
RELATIONS OF NATURAL GAS, ELECTRIC AND WATER PUBLIC UTILITIES
These rules cover the rights and responsibilities of the customer and the utility.
A utility may terminate service to a customer without his/her permission after adequate notice for the following reasons:
1. Failure to pay an undisputed past due bill, or when payment is made with a dishonored check or electronic payment.
2. Failure to make security deposit where it is required.
3. Failure to abide by terms of a payment arrangement.
4. Customer or applicant misrepresented their identity for the purpose of obtaining utility service.
5. Customer or applicant denied or prevented the utility's access to the meter.
6. Willful waste of service through improper equipment or otherwise.
7. Customer or applicant is a minor not competent to contract as defined by Idaho Code.
8. Customer or applicant owes money on an existing account or from a previous account for service provided within the
past four years.
A utility may deny or terminate service without prior notice to the customer or applicant and without his/her permission
for one or more of the following reasons:
1. A situation exists that is immediately dangerous to life, physical safety, or property.
2. The utility is ordered to terminate service by any court, the Commission or other duly authorized public authority.
3. The service is obtained, diverted, or used without the authorization or knowledge of the utility.
4. The utility has made a diligent attempt to notify the customer of termination, but has been unable to make contact.
NOTIFICATION
1. A billing may be considered past due fifteen (15) days after the billing date. A written notice of termination
must be mailed at least seven (7) days before the proposed termination date. (Initial Notice)
2. At least twenty-four (24) hours before the service is terminated, another attempt shall be made to contact the customer
in person or by telephone. (Final Notice)
3. If service is not terminated within twenty-one (21) calendar days after the proposed termination date, another initial and
final notice are required.
4. No additional notice is required if, upon receipt of a termination notice, the customer makes a payment arrangement
and fails to keep it, or when payment is made with a dishonored check or electronic payment.
WHEN TERMINATION IS NOT ALLOWED
1. The unpaid bill totals less than fifty dollars ($50) or two (2) months service, whichever is less.
2. The unpaid bill is for service to another customer.
3. The unpaid bill results from the purchase of non-utility goods or services.
4. Terminations are not allowed on Friday, Saturday, Sunday, legal holidays recognized by the State of Idaho, the day
preceding legal holidays, or at any time when the company is not open for business.
MEDICAL EMERGENCY
If the customer or a member of the customer's family is seriously ill or has a medical emergency, the utility will postpone
termination of service for thirty (30) days if a written certificate signed by a licensed physician or public health official is
received.
PAYMENT ARRANGEMENT
The Company may assist you by making payment arrangements not requiring immediate payment in full. Please contact
us prior to the Final Date to arrange such a payment plan.
COMPLAINT PROCEDURE
An informal or formal complaint concerning the termination of service, policies and practices, or any other matter may be
filed directly with the utility. If the customer is dissatisfied with the proposed resolution of the complaint, they may
contact the Consumer Assistance staff at:
Idaho Public Utilities Commission
PO Box 83720
Boise, ID 83720-0074
800-432-0369 (toll free) or 208-334-0369 http://www.puc.idaho.gov
Sample Annual Rules Summary.docx 2 2017-Oct
Termination of service is prohibited while a complaint is pending with the Commission or with a court in the
State of Idaho.

The Commission’s Utility Customer Relation Rules are available on the IPUC’s website.
DEPOSIT
The IPUC rules allow utilities to ask for deposits or payment guarantees under specific conditions. At this time, the
Company does not require deposits or payment guarantees.