1. (a) Printing requirements.

   1. (1) Each utility shall provide the information required in subsection (b) of this section in the form of one (1) or more brochures.

   2. (2)

      1. (A) The information required in subsection (b) of this section shall be in plain language and printed in a format that is easy to read and understand.
      2. (B) The information shall also state in bold print that the Arkansas Public Service Commission requires utilities to provide this information.

2. (b) Information requirements. Each utility shall provide the following information based on the class of service:

   1. (1) A list and description of all rates for:

      1. (A) Basic service;
      2. (B) Riders;
      3. (C) Discounts;
      4. (D) Options; and
      5. (E) Other information that would affect the choice of service within the service class;
   2. (2) A list and description of all approved fees and charges;

   3. (3) All billing plans and options available to the customer, such as:

      1. (A) Levelized billing;
      2. (B) Extended due date policy; and
      3. (C) Sales tax exemptions;
   4. (4) A summary of rules and procedures for the payment, refund, and guarantee of deposits;
   5. (5) A summary of billing and estimated billing rules and procedures;
   6. (6) An itemized bill description, if not shown on the bill;
   7. (7) Procedures for verifying the accuracy of a bill;
   8. (8) A description of any automatic adjustment charge;
   9. (9) When service is billed by meter, instructions on how to read meters;
   10. (10) A summary of the rules and procedures for paying bills to include payments made to authorized payment agents;
   11. (11) A summary of the delayed payment agreement rules and procedures — information on delayed payment agreements shall say that a customer who is having difficulty paying a utility bill may, if qualified, make payments in installments;
   12. (12) A summary of the rules and procedures for suspension, reconnection, and termination of service;
   13. (13) The options available to customers to avoid shut off of service when a customer is away for an extended period;
   14. (14) A summary of the rules and procedures for giving someone else notice before shutting off a customer’s service (third-party notification procedures);

   15. (15) A summary of the rules and procedures for helping households avoid shut off when there is:

       1. (A) A serious medical condition;
       2. (B) An elderly customer; or
       3. (C) A customer who is an individual with disabilities;
   16. (16) A summary of the shut-off rules and procedures for landlords and tenants;
   17. (17) The utility’s local and/or toll-free telephone numbers, the address of the utility business offices for that area, and a statement that the customer may contact the utility for a list of authorized payment agents in the customer’s area;
   18. (18) Procedures for making a complaint to the utility and the Arkansas Public Service Commission;
   19. (19) Toll-free and local telephone numbers of the Arkansas Public Service Commission and the mailing and street address of the Arkansas Public Service Commission; and
   20. (20) A statement that this part is on display and available through each utility business office.

3. (c) Distribution requirements.

   1. (1) To applicants. Each utility shall give all information required by this section to each applicant.
   2. (2) Business office displays. Each utility shall prominently display all information required under this section in all business offices open to the public.
   3. (3) On request. Each utility shall provide the information required under this section to anyone upon request.
   4. (4) To Arkansas Public Service Commission. A current copy of all information required by this section and any revisions to that information shall be provided to the Arkansas Public Service Commission’s Consumer Services Office.

4. (d) Utility tariffs.

   1. (1) Each utility business office shall keep on file and, upon request, provide access to its current Arkansas Public Service Commission-approved tariffs.
   2. (2) Suitable and conspicuous signs shall be posted at each location informing the public that copies of the utility’s Arkansas Public Service Commission-approved rates and service regulations are available for inspection.
   3. (3) See 23 CAR § 455-108(a)(2) (Arkansas Code § 23-4-106).

Codification Notes: This section was promulgated as Rule 2.01 of the General Service Rules prior to codification in the Code of Arkansas Rules.