OAR 860-021-0010
Information for Utility Customers and Applicants


(1)

Each energy utility and large telecommunications utility shall, upon request, furnish each customer and applicant with such information as is reasonable to permit him/her to secure efficient service and select appliances properly adapted to their service needs. Gas utilities shall, upon request, inspect and adjust customer-owned appliances and facilities for safe and efficient operation.

(2)

Each energy utility or large telecommunications utility providing metered service shall, upon request, inform its customers and applicants how to read meters, either in writing or by explanation at the utility’s offices.

(3)

Each energy utility or large telecommunications utility shall keep on file and open for public inspection at its offices, complete rate schedules, contract forms, rules and regulations of the utility, and a copy of the Commission’s rules and regulations.

(4)

Each energy utility or large telecommunications utility shall supply, upon request, a copy of the tariffs applicable to the type or types of service furnished to the customer by the utility.

(5)

Upon application for new service, or upon later request, the energy or large telecommunications utility shall assist the customer or applicant in selecting the most advantageous rate to meet individual service requirements. The customer or applicant shall be responsible for making the final selection of a rate schedule.

(6)

When service is initiated and not less than once each year thereafter, every energy or large telecommunications utility shall give its residential customers a written summary of their rights and responsibilities, as they relate to the utility providing service. If service is initiated without a personal visit between the energy or large telecommunications utility and the customer, the utility shall mail the summary to the customer no later than when the first bill statement is mailed. Large telecommunications utilities satisfy the annual notification requirement by prominent publication of the information in a telephone directory distributed to their customers annually. The summary shall include the text of a summary reviewed and approved by the Commission’s Consumer Services Division and describe:

(a)

The customer’s option to designate a third party to receive bills and notices and the availability of notices in languages other than English;

(b)

Applicable financial assistance programs, such as the Energy Assistance Fund for gas utilities and electric companies and Link-Up America for telecommunications utilities;

(c)

The availability of medical certificates;

(d)

Special payment options such as equal-payment plans. Late-payment charges, if any, shall be explained, along with the availability of any preferred billing date option;

(e)

Procedures for conflict resolution, including how to register a dispute with the energy or large telecommunications utility and with the Commission and the toll-free number of the Commission’s Consumer Services Division;

(f)

Listings of consumer organizations that participate in Commission proceedings, including addresses and telephone numbers, may be requested from the Commission’s Consumer Services Division; and

(g)

The Commission’s telephone solicitation rules (telecommunications utilities only) as defined in OAR 860-021-0610 (Telephone Solicitation Notices by Large Telecommunications Utilities)(1)(a).

(7)

When service is initiated, the energy or large telecommunications utility shall inquire whether the customer would like to receive notices in a language other than English and will inform the customer of the type of notices and translations currently available. If the language chosen is not available, the energy or large telecommunications utility will tell the customer the translated version does not yet exist but the customer’s interest will be recorded for the Commission. Each energy or large telecommunications utility shall report to the Commission the number of requests for notices and summaries in non-English languages. The reports shall specify the number of requests for each language.

(8)

Each energy or large telecommunications utility shall post notices approved by the Commission in a conspicuous place in each utility office where credit matters are transacted, setting forth the rights and responsibilities of customers under these rules. The notices shall be printed in large boldface type and shall be written in language that is easy to understand.

Source: Rule 860-021-0010 — Information for Utility Customers and Applicants, https://secure.­sos.­state.­or.­us/oard/view.­action?ruleNumber=860-021-0010.

860‑021‑0000
Applicability of Division 21
860‑021‑0005
Scope of the Rules
860‑021‑0008
Definitions for Regulation of Utility Services
860‑021‑0009
Applications for Utility Service from an Energy or Large Telecommunications Utility
860‑021‑0010
Information for Utility Customers and Applicants
860‑021‑0011
Multilingual Notices
860‑021‑0015
Dispute Resolution
860‑021‑0017
Designation of Third Party to Receive Notices
860‑021‑0019
Restrictions on Entering a Customer Residence
860‑021‑0021
Interruption of Utility Service
860‑021‑0033
Annual Fees Payable to the Commission by an Electric Utility
860‑021‑0034
Annual Fees Payable to the Commission by Gas Utility or Steam Heat Utility
860‑021‑0036
Annual Fees Payable to the Commission by a Large Telecommunications Utility
860‑021‑0037
Estimated Annual Fees Payable to the Commission
860‑021‑0045
Installation of Electric Service
860‑021‑0050
Installation of Gas Service
860‑021‑0051
Main Extensions for Gas Service
860‑021‑0055
Temporary Utility Service
860‑021‑0057
Connection of Residential Energy Utility Service
860‑021‑0120
Meter Readings and Bill Forms
860‑021‑0125
Due and Payable Period
860‑021‑0126
Late-Payment Charge
860‑021‑0130
Meter Test
860‑021‑0135
Adjustment of Utility Bills
860‑021‑0170
Billing Error Reporting
860‑021‑0200
Establishing Credit for Residential Utility Service
860‑021‑0205
Deposit Payment Arrangements for Residential Energy Utility Service
860‑021‑0206
Payment Arrangements for Deposit and Installation Charges for Residential Telecommunications Utility Service
860‑021‑0210
Interest on Deposits for Residential and Nonresidential Utility Service
860‑021‑0215
Refund of Deposits for Residential and Nonresidential Utility Service
860‑021‑0305
Grounds for Disconnecting Utility Service
860‑021‑0310
Voluntary Disconnection of Utility Service
860‑021‑0315
Emergency Disconnection of Utility Service
860‑021‑0320
Disconnection of Service on Weekends and Holidays
860‑021‑0325
Accounts Not Related to Residential Utility Service
860‑021‑0326
Disconnection of Gas or Electric Service to Tenants
860‑021‑0328
Reconnection of Residential Energy Utility Service
860‑021‑0330
Reconnection Fee for Utility Service
860‑021‑0334
Transfer Billings
860‑021‑0335
Refusal of Utility Service
860‑021‑0405
Notice of Pending Disconnection of Residential Electric or Gas Utility Service
860‑021‑0407
Severe Weather Moratorium on Involuntary Disconnection of Residential Electric or Gas Utility Service
860‑021‑0408
Disconnect Reporting Rule
860‑021‑0410
Emergency Medical Certificate for Residential Electric and Gas Service
860‑021‑0414
Equal-Payment Plans for Residential Electric and Gas Service
860‑021‑0415
Time-Payment Agreements for Residential Electric and Gas Service (Nonmedical Certificate Customers)
860‑021‑0420
Field Visit Charge
860‑021‑0505
Disconnection Procedures for All Commercial Electric and Gas Utility Customers and All Customers of Large Telecommunications Utilities
860‑021‑0510
Emergency Medical Certificate for Residential Telecommunications Utility Service
860‑021‑0550
Termination of Local Exchange Residential Service for Telecommunications Customers at Significant Risk
860‑021‑0575
Time Payment Agreements for Large Telecommunications Utilities
860‑021‑0610
Telephone Solicitation Notices by Large Telecommunications Utilities
860‑021‑0620
Customer Notification and Information Delivery Services for Large Telecommunications Utilities
Last Updated

Jun. 8, 2021

Rule 860-021-0010’s source at or​.us