Subchapter H. PUBLIC INFORMATION PROCEDURES;
RECORD MAINTENANCE

§ 56.201. Public information.

 In addition to the notice requirements set forth in this chapter, the Commission will, within 6 months of the effective date of a change to a regulation in this chapter, prepare a summary of the rights and responsibilities of the utility and its ratepayers affected by the change. Summaries shall be mailed by the utility to each ratepayer of the utility affected by the change. These summaries, as well as a summary of the rights and responsibilities of the utility and its ratepayers in accordance with this chapter, shall be in writing, shall be reproduced by the utility, shall be displayed prominently, and shall be available at all utility office locations open to the general public. This information shall be delivered or mailed to each new ratepayer of the utility upon the commencement of service and shall be available at all times upon request. A utility which serves a substantial number of Spanish-speaking ratepayers shall provide billing information in English and in Spanish. The written information shall indicate conspicuously that it is being provided in accordance with the regulations of the Commission and shall contain information concerning, but not limited to, the following:

   (1)  Billing and estimated billing procedures.

   (2)  Methods for customer verification of billing accuracy.

   (3)  Explanation of operation of fuel adjustment clauses and purchased gas adjustment clauses.

   (4)  Payment requirements and procedures.

   (5)  Security deposit and guarantee requirements.

   (6)  Procedures for discontinuance and reconnection of service.

   (7)  Dispute, informal complaint and formal complaint procedures.

   (8)  Explanation of meter reading procedures which would enable a ratepayer or occupant to read his own meter.

   (9)  Procedure whereby ratepayers or occupants may avoid discontinuance of service during extended periods of absence.

   (10)  Third-party notification procedures.

   (11)  Telephone numbers and addresses of the utility and of the nearest regional office of the Commission where further inquiries may be made.

   (12)  Definitions of terms or abbreviations used by the utility on its bills.

   The provisions of this §  56.201 amended under the Public Utility Code, 66 Pa.C.S. § §  331, 501, 504, 1301, 1305, 1501 and 1504.

   The provisions of this §  56.201 adopted June 16, 1978, effective June 17, 1978, 8 Pa.B. 1655; amended April 8, 1983, effective April 9, 1983, 13 Pa.B. 1250. Immediately preceding text appears at serial pages (73195) and (37372).

 A utility shall preserve for a minimum of 4 years written or recorded disputes and complaints, shall keep the records within this Commonwealth at an office located in the territory served by it, and shall make the records available for examination by the Commission or its staff. Information to be maintained shall include the following:

   (1)  The payment performance of each of its ratepayers.

   (2)  The number of settlement agreements made by the utility company and a synopsis of the terms, conditions and standards upon which agreements were made.

   (3)  The number of service terminations and reconnections.

   (4)  Communications to or from individual ratepayers regarding interruptions, discontinuances, terminations and reconnections of service, including the name and address of the ratepayer, the date and character of the dispute or complaint and the adjustment or disposal made of the matter.

   The provisions of this §  56.202 amended under the Public Utility Code, 66 Pa.C.S. § §  501, 504—506, 1301 and 1501.

   The provisions of this §  56.202 adopted June 16, 1978, effective June 17, 1978, 8 Pa.B. 1655; amended July 17, 1998, effective August 17, 1998, 28 Pa.B. 3379. Immediately preceding text appears at serial page (205785).

   This section cited in 52 Pa. Code §  57.257 (relating to disputes concerning advanced metering).