(a) Information to residential applicants. Each utility shall provide this information to applicants when they request new service or transfer existing service to a new location:
- (1) the utility's lowest-priced alternatives and range of service offerings available at the applicant's location. The information shall begin with the lowest-priced alternative and give full consideration to applicable equipment options and installation charges; and
- (2) the customer information packet described in subsection (c) of this section. This is not required for transfer of existing service.
(b) Information regarding rate schedules and classifications and utility facilities.
- (1) Each utility shall notify customers affected by a change in rates or schedule of classification.
- (2) Each utility shall maintain copies of its rates and services tariff in each office where applications are received.
- (3) Each utility shall post a notice in a conspicuous place in each office where service applications are received, informing the public that copies of the rate schedules and rules relating to the service of the utility, as filed with the commission, are available for inspection.
- (4) Each utility shall maintain a current set of maps showing the physical locations of its facilities that include an accurate description of all facilities (central office facilities, buried cable, etc.). These maps shall be kept by the utility in a central location and will be available for commission inspection during normal working hours. Each business office or service center shall have available up-to-date maps, plans, or records of its immediate service area, with any other information necessary to enable the utility to advise applicants and others entitled to the information about the facilities serving that locality.
(c) Customer information packets.
- (1) The information packet shall be entitled "Your Rights as a Customer." Cooperatives may use the title "Your Rights as a Member."
- (2) The information packet shall be mailed to all customers at least every other year at no charge to the customer. If the utility provides the customer with the same information in the telephone directories provided to each customer pursuant to §23.61(b) of this title (relating to Telephone Utilities), the utility shall provide a printed statement on the bill, or a billing insert identifying the location of the information in paragraph (5) of this subsection. The statement shall be published every six months.
- (3) The information shall be written in plain, non-technical language.
- (4) The information shall be provided in English and Spanish; however, a utility is exempt from the Spanish language requirement if 10% or fewer of its customers are exclusively Spanish-speaking. If the utility is exempt from the Spanish language requirement, it shall notify all customers through a statement in both English and Spanish, in the packet, that the information is available in Spanish from the utility, both by mail and at the utility's offices.
(5) The information packet shall include all of the following:
- (A) the customer's right to information about rates and services and the customer's right to inspect or obtain at reproduction cost a copy of the applicable tariffs and service rules;
- (B) the utility's credit requirements and the circumstances under which a deposit or an additional deposit may be required, how a deposit is calculated, the interest paid on deposits, and the time frame and requirement for return of the deposit to the customer;
- (C) the time allowed to pay outstanding bills;
- (D) grounds for suspension and/or disconnection of service;
- (E) the steps that must be taken before a utility may suspend and/or disconnect service;
- (F) the steps for resolving billing disputes with the utility and how disputes affect suspension and/or disconnection of service;
- (G) information on alternative payment plans offered by the utility, including, but not limited to, payment arrangements and deferred payment plans, as well as a statement that a customer has the right to request these alternative payment plans;
- (H) the steps necessary to have service restored and/or reconnected after involuntary suspension or disconnection;
- (I) the availability of prepaid local telephone service;
- (J) the customer's right to file a complaint with the utility, the procedures for a supervisory review, and right to file a complaint with the commission regarding any matter concerning the utility's service. The commission's contact information: Public Utility Commission of Texas, Office of Customer Protection, PO Box 13326, Austin, Texas 78711-3326, (512) 936-7120 or in Texas (toll-free) 1-888-782-8477, fax (512) 936-7003, e-mail address customer@puc.state.tx.us, Internet address www.puc.state.tx.us, TTY (512) 936-7136, and Relay Texas (toll-free) 1-800-735-2989, shall accompany this information;
- (K) the hours, addresses, and telephone numbers of utility offices where bills may be paid and information may be obtained, or a toll-free number that provides the customer with this information;
- (L) a toll-free telephone number or the equivalent (such as WATS or collect calls) where customers may call to report service problems or make billing inquiries;
- (M) a statement that utility services are provided without discrimination as to a customer's race, nationality, color, religion, sex, or marital status, and a summary of the company's policy regarding the provision of credit history based upon the credit history of a customer's former spouse;
- (N) notice of any special services such as readers or notices in Braille, if available, and the telephone number of the text telephone for the deaf at the commission; and
- (O) how customers with physical disabilities, and those who care for them, can identify themselves to the utility so that special action can be taken to appropriately inform these persons of their rights.
Source Note:The provisions of this §26.31 adopted to be effective May 6, 1999, 24 TexReg 3329.