OAR 860-037-0245
Disconnection Procedures for All Customers of Wastewater Utility Services
(1)
Involuntary termination of wastewater service for all customers shall be under the provisions of this rule.(2)
Notice Requirements:(a)
At least five business days before a wastewater utility disconnects water service to terminate wastewater service, written notice of disconnection must be provided to the customer;(b)
At least 15 days before a wastewater utility disconnects water service to terminate wastewater service due to customer failure to abide by a time-payment agreement, written notice of disconnect must be provided to the customer; and(c)
The disconnection notice shall inform the person that water service will be disconnected on or after a specific date for violation of a wastewater service rule and shall explain the alternatives, in compliance with OAR 860-037-0220 (Disconnection of Water Service on Weekends and Holidays).(3)
The wastewater utility may serve the notice of disconnection in person or send it by first class mail to the last known addresses of the customer and the customer’s designated representative. Service is complete on the date of mailing or personal delivery. If notification is made by delivery to the residence, the wastewater utility shall attempt personal contact. If personal contact cannot be made with the customer or an adult resident, the wastewater utility shall leave the notice in a conspicuous place at the residence.(4)
When a written notice is given under these rules:(a)
The notice shall conform to the requirements of OAR 860-037-0235 (Multilingual Disconnection Notice) concerning multilingual requirements and service on any designated representative;(b)
The notice shall conform to the requirements of OAR 860-037-0230 (Disconnection of Wastewater Service to Tenants) if the wastewater utility’s records show that the billing address is different than the service address or that the premise is a multi-unit dwelling. The notice may be addressed to “Tenant.” The envelope shall bear a bold notice stating, “Important notice regarding disconnection of water service,” or words to that effect.(5)
The notice shall be printed in bold face type and shall state in easy to understand language:(a)
The reason for the proposed termination of wastewater service by disconnection of water service;(b)
The amount to be paid to avoid disconnection;(c)
The earliest date for disconnection;(d)
An explanation of the time-payment agreement provisions of OAR 860-037-0110 (Due and Payable Period; Time-Payment Agreements for Residential Service); and(e)
An explanation of the Commission’s dispute resolution process and toll-free number.(6)
A notice of disconnection may not be sent prior to the due date for payment of a bill.(7)
At least five business days before the proposed disconnection date, the wastewater utility must mail or deliver a written disconnection notice to the customer. A fee in an amount approved by the Commission may be charged whenever a wastewater utility is required to visit a residential service address in order to serve a disconnection notice.(8)
On the day that the wastewater utility expects to disconnect water service and prior to disconnection, the wastewater utility make a good faith effort to personally contact the customer or an adult at the residence to be disconnected.(a)
If the contact is made, the wastewater utility shall advise the person of the proposed disconnection; or(b)
If contact is not made, the wastewater utility must leave a notice in a conspicuous place at the residence informing the customer that water service has been, or is about to be, disconnected to terminate wastewater service to the customer.(9)
Where personal contact is made by a wastewater utility under this rule, and the circumstances are such that a reasonable person would conclude that the customer does not understand the consequences of disconnection, the wastewater utility must:(a)
Notify the Department of Human Services and the Commission; and(b)
Delay the proposed disconnection date for five additional business days.(10)
When personal contact is made by the wastewater utility under this rule, the representative of the wastewater utility making contact shall be authorized to accept reasonable partial payment of the overdue balance in accordance with the time-payment provisions.(11)
A wastewater utility must document its efforts to provide notice under this rule and shall make that documentation available to the customer and the Commission upon request.
Source:
Rule 860-037-0245 — Disconnection Procedures for All Customers of Wastewater Utility Services, https://secure.sos.state.or.us/oard/view.action?ruleNumber=860-037-0245.