Consumer Rights for Businesses
We think our customers deserve excellent service. But what do we mean by that? Giving you clear, straightforward answers to some common questions about bills, credit, deposits and other parts of your electric service.
See the information for your state:
Utah
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. You may ask that another person receive a copy of your bills and notices.
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 five-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 1-866-870-3419. 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 801-530-7622 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 toll free at 1-866-370-3419.
Mailing address:
Rocky Mountain Power
PO Box 25308
Salt Lake City, UT 84125-0308
Wyoming
Rocky Mountain Power and the Public Service Commission of Wyoming have prepared this summary of your rights and responsibilities when you apply for an account with or are a current customer of a utility company in Wyoming.
Customer responsibilities
- 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 to another location.
- Notify Rocky Mountain Power about stopping service in your name or about stopping service altogether.
- Allow safe, unobstructed access to your property for meter reading, tree trimming and other essential Rocky Mountain Power personnel and equipment.
- Provide notice to Rocky Mountain Power if you are making any significant change that may affect the electrical character of your load affecting you or others.
Establishing credit
You can establish credit if any of the following apply:
- You are a former Rocky Mountain Power customer and for at least 12 consecutive months prior to the date you apply for service, you received no disconnection notices.
- You had service from a utility of the same type and had a good payment record.
- You provide some other form of security agreed to by us.
Deposits
If a deposit is required, the amount will not be more than an estimated 90 days billing at your service address. You may be asked to make a deposit if:
- You are not able to establish credit.
- Your electric service has been disconnected because you didn’t pay your bill.
- You owe Rocky Mountain Power an overdue amount for service.
In lieu of a deposit, we can accept an irrevocable Letter of Credit issued by a creditworthy financial institution under terms acceptable to Rocky Mountain Power.
Interest is paid on deposits at the rate set yearly by state law, if we keep your deposit for six months or more.
Your payment record is reviewed each year and your deposit refund – complete with interest – will be sent to you as soon as you have paid your electric bill by the due date for 12 consecutive months. Even if your deposit is not refunded at the 12-month review, the interest will be credited to your account.
If you move you will also get your deposit back, with interest (if we have held it for six months or more), minus any amount owed to us.
Sales tax exemption
The state of Wyoming requires collection of sales tax on energy sales. Certain customers may qualify for an exemption from sales tax on energy purchased. If you think your facility may qualify for sales tax exemption, the forms for Wyoming (Streamlined Sales Tax Agreement/ Certificate of Exemption with Matrix) can be obtained by contacting the State of Wyoming. The completed form then needs to be mailed to the adress 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 the number of 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. The method of reading the electric meter installed at your location can be confirmed by contacting Rocky Mountain Power at 1-877-809-3193. Our Equal Payment Plan is available if you’d like to spread your payments evenly out over a full year. The plan divides the total cost of electricity used each year into 12 equal monthly payments. Every year your account is reviewed to determine if your usage has changed. Any price changes will automatically be figured in the Equal Payment amount. If you cannot pay a bill in full, we will try to work out a payment arrangement with you – taking into account your ability to pay, the amount you owe, your payment history and the reasons why you may not have been able to pay.
Disconnection notices
Electric service can be disconnected if your bill isn’t paid. Here are the procedures and the rules governing how this would happen: Each bill shows a payment date. After that date, the bill is considered past due. Before your service will be disconnected, we will send you a written notice mailed at least three business days before the date we will disconnect service.
If your service is disconnected, to reconnect we will require payment of a disconnection visit charge and a reconnect charge. A service charge may be collected by Rocky Mountain Power for each check returned to us by a bank because of insufficient funds.
No service will be disconnected after 4 p.m., Monday to Thursday, or on Fridays, Saturdays, Sundays, legal holidays or the day before legal holidays.
Special circumstances
Service can also be disconnected or refused for the following reasons:
- Use of electricity for a property or purpose other than described in your application for service.
- Failure to maintain, in good order, service entry facilities or equipment.
- Tampering with Rocky Mountain Power’s service wires, meter, seal or other facilities.
- Permanently or temporarily moving without notifying us.
- Equipment use that interferes with service to other customers.
- Refusal to allow us reasonable access to your property so we can inspect the facilities, or test, read, maintain or remove meters. We may also disconnect without notice for safety or health reasons, to cooperate with civil authorities, because of fraudulent use or any other reason granted in the Commission’s rules or Wyoming laws.
Moving
You need to let us know as soon as possible if you plan to move or close your account. It’s a good idea to do this yourself and not depend on someone else to do it for you. We can’t close your account or process your closing bill until you provide us with your move-out date. If you move or stop service with Rocky Mountain Power, it is important to pay your closing bill on time. Rocky Mountain Power will assign accounts that are unpaid by their due date to a collection agency. You will be responsible for all reasonable fees and charges associated with the collection of balances owing following the due date of your closing bill.
Complaints and disputes
We will promptly investigate every complaint or dispute we receive, and we’ll report to your on the results. Contact us through our toll-free number at 1-866-870-3419. 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 you talk to the supervisor and still aren’t satisfied, you can call or write the Public Service Commission of Wyoming. Their toll free phone number is 1-888-570-9905, and their address is 2515 Warren Ave., Hansen Bldg., Suite 300, Cheyenne, WY, 82002.
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 Wyoming’s laws say about your rights and responsibilities as a utility customer. Copies of these rules and Rocky Mountain Power’s filed tariffs, including rate schedules and general rules and regulations, in their original wording, are available to you by calling 1-866-870-3419.
Idaho
Rocky Mountain Power has prepared this summary of your rights and responsibilities when you apply for an account with or are a current customer of a utility company in Idaho.
Customer responsibilities
- 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 to another location.
- Notify Rocky Mountain Power about stopping service in your name or about stopping service altogether.
- Allow safe, unobstructed access to your property for meter reading, tree trimming and other essential Rocky Mountain Power personnel and equipment.
- Provide notice to Rocky Mountain Power if you are making any significant change that may affect the electrical character of your load affecting you or others.
If you are a current customer with a good payment record or a new customer who has good credit with your previous utility, you will not need to make a security deposit. If you don’t meet these requirements, however, you may be asked to make a security deposit.
Small commercial customers – Required deposits will be no more than two months’ worth of the estimated yearly billing at your service address, based on current rates. If you are a current customer, have paid all undisputed bills and have no more than one (1) late payment during the past 12 consecutive months of service, your deposit will be returned with interest. If you are terminating your service, the deposit and accrued interest will be credited to your final bill.
Large commercial and industrial customers – Required deposits will be an average two months of the peak bills in a one-year period. Customers are allowed to pay the deposit in two installments if unable to pay in full.
Irrigation customers – Required advance consist of advance payment of the full irrigation season’s estimated billing. This advance will be applied to the account and if a credit balance remains at the end of the season, it will be refunded.
Billing
You will receive a bill for electric service each month, based on billing determinants, such as kilowatt-hours registered on your electric meter during the billing period. Your bill will show the date on which your payment is due, the applicable rate schedule and the amount of the bill. You may ask another person to receive a copy of your bills and notices.
Disconnection notices
Before we disconnect your service, in most instances, we will send you a written notice mailed at least seven (7) calendar days before the disconnection date. However, only a diligent attempt to contact you will be made 24 hours prior to disconnection of service when you do not make a first payment according to a payment arrangement, when you tender payment with a dishonored check or make an electronic payment drawn on an account with insufficient funds.
If we do not shut off the service within 21 calendar days after the proposed date, we will make another attempt to contact you and remind you that your service can be disconnected after 24 hours.
Closing your account
You need to let us know as soon as possible if you plan to move or close your account. It’s a good idea to do this yourself and not depend on someone else to do 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 1-866-870-3419. 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 you talk to the supervisor and still aren’t satisfied, you can call or write the Idaho Public Utilities Commission. Their toll-free phone number is 1-800-432-0369. The address is P.O. Box 83720, Boise, ID, 83720-0074.
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 Idaho’s laws say about your rights and responsibilities are as a utility customer. See Rocky Mountain Power’s actual filed tariffs, including rate schedules and general rules and regulations, in their original wording. You can also call toll free at 1-866-870-3419.
Mailing address:
Rocky Mountain Power
PO Box 25308
Salt Lake City, UT 84125
