321.1 The utilities shall jointly prepare a pamphlet which in layman's terms summarizes the rights and responsibilities of its customers in accordance with these and other applicable rules. The text of the pamphlet is subject to prior Commission approval and to the pre-publication comment by the People's Counsel.

321.2 The pamphlet shall be displayed prominently and be available at every utility location open to the general public.

321.3 Each customer of a utility shall be notified in writing promptly after approval of the pamphlet by the Commission, and at least annually thereafter, that a pamphlet will be mailed upon request at no charge; each new customer shall be offered a pamphlet free of charge.

321.4 The pamphlet shall cover at least the following items:

(a) Billing procedures and estimation standards;

(b) Methods for customers to verify billing accuracy;

(c) Customer's right to have meter tested free of charge once every twelve (12) months;

(d) Explanation of operation of fuel clauses, if applicable;

(e) Customer payment standards and procedures;

(f) Security deposit and guarantee standards;

(g) Termination and reconnection of service;

(h) Inquiry, service and complaint procedures;

(i) Public Service Commission consumer procedures and the availability of assistance and representation by the People's Counsel;

(j) The availability of deferred payment plans for payment of bills or deposits; and

(k) Consumer access to information required to be made available to them.

321.5 The cover of the pamphlet shall indicate conspicuously that the pamphlet is provided in accordance with the rules of the Commission and shall indicate in Spanish that a Spanish translation is available on request.

SOURCE: Final Rulemaking published at 25 DCR 10381, 10412 (June 1, 1979).