OAR 860-034-0130
Adjustment of Utility Bills
(1)
When a small telecommunications utility has incorrectly billed a retail customer, the utility must take corrective action as follows:(a)
If the date of the error can be determined, the small telecommunications utility must issue a bill credit or refund for the over-charge or a corrected bill for the under-charge back to such date. If the date of the error cannot be determined, the small telecommunications utility must issue a refund or bill credit for the over-charge or rebill the under-charge for no more than six months’ usage.(b)
In no event may a small telecommunications utility issue a corrected bill or refund for more than three years of incorrectly billed charges.(2)
When a small telecommunications utility issues a bill to collect under-billed amounts, a customer may enter into a time-payment agreement as provided in OAR 860-034-0276 (Time Payment Agreements for Small Telecommunications Utilities). If the utility customer is already on a time-payment plan, the utility must offer to renegotiate the payment plan to include the under-billing error. If the customer and utility cannot agree upon payment terms, the Commission will establish terms and conditions to govern the customers’ obligation.(3)
When a small telecommunications utility requires payment for amounts previously under-billed, the utility must provide a written notice that explains:(a)
The circumstance and time period of the under-billing;(b)
The corrected bill amount and the amount of the necessary adjustment,(c)
The Commission’s consumer complaint process; and(d)
The right for a customer to enter into a time-payment agreement with the utility.(4)
The small telecommunications utility may waive rebilling or issuing a refund check when costs make such action uneconomical.
Source:
Rule 860-034-0130 — Adjustment of Utility Bills, https://secure.sos.state.or.us/oard/view.action?ruleNumber=860-034-0130.