Summary of Utah consumer’s rights and responsibilities
The Utah Public Service Commission has rules about utility consumer/company relationships. These rules, which cover payment of bills, late charges, security deposits, handling complaints, service disconnection and other matters, give you certain rights and outline your responsibilities.

Rights... Rocky Mountain Power will:  

• provide service if you are a qualified applicant
• follow specific procedures for service disconnection, including giving you notice postmarked at least 5 days before service is disconnected

Responsibilities...You will:

• use services safely and pay for them promptly
• contact Rocky Mountain Power when you have a problem with payment, service, safety, billing or customer service
• notify Rocky Mountain Power about billing or other errors
• contact Rocky Mountain Power when you anticipate a payment problem to try to set up a payment plan
• notify Rocky Mountain Power when you are moving or closing your account 
• notify Rocky Mountain Power about stopping service in your name or about stopping service altogether
• allow access to your property for meter readers and other essential Rocky Mountain Power personnel and equipment

Deposits
Rocky Mountain Power may require you pay a security deposit. At any time, non-residential customers may be required to pay a security deposit to guarantee payment of electric bills, up to the amount of an estimated average 90 days of electricity use.

In place of a deposit, we can accept a bond or irrevocable Letter of Credit issued by a creditworthy financial institution under terms acceptable to Rocky Mountain Power.

When you have established credit satisfactory to Rocky Mountain Power, you will receive a refund or a credit on your bill consisting of your deposit plus accrued interest.

Sales tax exemption
The State of Utah requires collection of sales tax on energy sales. Certain customers may qualify for exemption from sales tax on energy purchased. If you think your facility may qualify for sales tax exemption, the forms for Utah (TC-721) can be printed from www.tax.utah.gov, or you can also contact the State of Utah. The completed form then needs to be mailed to the address listed at the bottom right of the page or faxed toll free to 1-877-809-3193.

Billing
You will receive a bill for electric service each month based on billing determinants such as kilowatt-hours of electricity registered on your electric meter during the billing period. Your bill will show the date when your payment is due, the applicable rate schedule and the amount of the bill.   

Disconnection notices
Service may be disconnected for several reasons, such as: if you don’t pay for service, don’t pay a deposit when required or don’t provide or make arrangements for meter access. 

We will give written notice of disconnection to the person responsible for the account at least 5 business days before the proposed disconnection. The 5-day time period is figured from the date the notice is postmarked.

In addition to the information shown on your bill, you will receive information outlining the specific steps that must be taken to avoid disconnection. The information outlines your rights and ways you can get help, including procedures to notify the Commission of an unresolved problem or complaint.

Closing your account
If you are moving, stopping service in your name or stopping service altogether, please notify Rocky Mountain Power at least three working days in advance. It’s a good idea to do this yourself and not depend on someone else doing it for you. We can’t close your account or process your closing bill until you let us know your move-out date.

Complaints and disputes
We will promptly investigate every complaint or dispute we receive, and we’ll report to you on the results. Contact us through our toll-free phone number at 1-888-221-7070. This number is also printed on your bill.

If you’re not satisfied with the assistance you received from the first person you talked to at Rocky Mountain Power, you have the right to request that your problem be handled by that person’s supervisor, and we’ll give you the supervisor’s name and how he or she can be reached.

If after talking to the supervisor you still cannot resolve the problem, you can call or write the Division of Public Utilities. Their phone numbers are (801) 530-6652 or toll free at 1-800-874-0904. The address is P.O. Box 146751, Salt Lake City, UT, 84114-6751. Rocky Mountain Power will not knowingly disconnect your service while you are honestly pursuing a complaint with a supervisor or the Commission.

We’ve tried to tell you in a way that’s easy to understand what Utah’s laws say your rights and responsibilities are as a utility customer. We aim to keep this information up-to-date. You can also see copies of Rocky Mountain Power's actual filed tariffs , including rate schedules and general rules and regulations, in their original wording or call 1-888-221-7070.

Mailing address:

Rocky Mountain Power
PO Box 25308
Salt Lake City, UT 84125-0308