Consumer Rights for Residents

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
• Offer you at least a 12-month deferred payment plan if you have a financial emergency
• Let you pay a security deposit in three installments, if a deposit is required
• Follow specific procedures for service disconnection, including giving you notice postmarked at least 10 days before service is disconnected
• Offer winter shut-off protection of energy utility service to qualifying customers
• Advise you of sources of possible financial assistance in paying your bill
• Continue service for a reasonable time if you provide a physician’s statement that a medical emergency exists in your home
• Give out written information about Commission rules and your rights and responsibilities as a customer under those rules

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 to another residence
• 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 pruning 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.

Deposits

When you apply for service you will not be required to make a security deposit unless you are unable to provide required identification and credit information, have an unpaid and overdue account or have given false information.

If you have been connected less than one year, you may be required to make a security deposit if you receive a notice of disconnection for nonpayment. A “third party” guarantee from a current customer who has not received a notice of disconnection during the last year will be accepted in place of a deposit. Security deposits will not be collected during certain times if you (1) are granted relief from disconnection during the winter months, (2) qualify for assistance under the HEAT program, unless you have obtained service by theft.

Payments received from HEAT, American Red Cross or similar programs will be applied only to the electric service bill and not a service deposit.

The amount of the service deposit will be based on the estimated average of a two peak months' use of electricity at the residence. You have the right to pay service deposits in at least three equal installments, provided the first installment is paid at the time you apply.

The deposit you pay, plus interest, may be returned to you after you have paid your bill on time for 12 consecutive months.

If you move and no longer use electricity supplied by Rocky Mountain Power, we will apply the deposit and interest to your closing bill and refund any remaining amount.

If you are a current or former customer and your service was disconnected for nonpayment of an unpaid and overdue account or deposit, or if you moved and had an unpaid account with us, you will be required to make full payment of all unpaid amounts remaining from previous service in addition to a deposit. Unpaid and overdue amounts may be included in a deferred payment agreement as long as no previous agreement has been broken.

Billing

You will receive a bill for electric service each month based on 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. You may ask that another person receive your bills and notices if you are unable to receive or understand them.

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 twelve 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.

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, don’t follow the terms of a deferred payment agreement or don’t provide or make arrangements for meter access.

Service will not be disconnected for 30 days if a physician confirms in writing that someone in your household is seriously ill. If someone in your household uses an iron lung, respirator, dialysis machine or other life-sustaining equipment, please notify us in writing. Where such equipment is used, service will not be disconnected without prior approval from the Public Service Commission.

We will give written notice of disconnection to the person responsible for the account at least 10 calendar days before the proposed disconnection. The 10-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 deferred payment agreements, referral service, medical extension and procedures to notify the Commission of an unresolved problem or complaint.
 
During winter months, October through March, we will call or contact the account holder in person at least 48 hours before the scheduled disconnection. If no one is reached, a notice will be left at the residence. During summer months, April through September, the company will notify the account holder by mail 48 hours before the scheduled disconnection.

We will post a notice about the disconnection of an apartment or rental unit when the landlord or customer is past due or has requested disconnection. We will make reasonable efforts to contact the concerned tenants at least five calendar days before the scheduled disconnection date.
Tenants may continue to receive service for an additional 30 days by paying the most current 30-day past due charges.

To make sure we can notify tenants, we ask landlords to give us at least 10 days notice when requesting disconnection.

If you cannot pay your total bill, you may have service reconnected by setting up a deferred payment agreement.

Deferred payment agreement

If you cannot pay your total bill, you may arrange installment payments with a "deferred payment agreement." This is an agreement between you and Rocky Mountain Power stating that you will pay all current bills when due and also pay on your past due bills in installments up to 12 months. You can set the monthly payment amount, provided the past due amount plus interest is paid within 12 months.

The first payment must be made at the time the agreement is arranged. Service will be reconnected if the account holder agrees to negotiate and execute a deferred payment agreement and pay the first installment and reconnection fee. The deferred payment agreement includes a finance charge approved by the Public Service Commission. The current month’s bill can be included in the deferred payment agreement. You also have the option of paying your following current bills under our Equal Payment Plan (explained in the “Billing” section) with the deferred payment installment. If you don’t pay after setting up a deferred payment agreement, the company has the option to decide whether or not to make further payment arrangements with you.

Third party notification

This plan allows a “third party”– another person (friend, relative, clergyman) or social agency – to receive a copy of your overdue notice. Your third party is not responsible for your bill, but would be informed if your service was about to be disconnected. This notification often helps people who are out-of-town, elderly or those who have physical problems. Call the phone number listed on your bill and we will set up the “third party notification” for you.

Moving

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 801-530-7622 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 but please 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 1-888-221-7070.

We aim to provide a high level of customer service. Learn more about our Customer Service Guarantee program.

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 pruning 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.

If you can’t pay all the required deposit, you can arrange to pay in installments.

Call our customer service center toll free at 1-888-221-7070 to make payment arrangements.

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.

Billing

You will receive a bill for electric service each month, based on the number of kilowatt-hours of electricity registered on your electric meter during the billing period. The method of reading the electric meter installed at your home can be confirmed by contacting Rocky Mountain Power at 1-888-221-7070. 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 your bills and notices if you are unable to receive or understand them.

Our Equal Payment Plan is available if you’d like to spread your payments evenly 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 seven 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 and Sundays, legal holidays or the day before legal holidays.

Special circumstances

We will not disconnect service if the disconnection endangers health because of such factors as extreme weather, if you provide written proof that you are unable to pay your electric bill and you are actively seeking or have used up available government assistance or you are only able to pay in installments (from November 1 - April 30). Rocky Mountain Power will assist elderly and disabled persons who cannot pay their electric bills, in determining available government assistance and will not require written proof of the inability to pay.

You may ask that another person receive a copy of your bills and notices. This “third party” will be sent a copy of the notices, but will not be responsible for paying your bill.

You can also ask us to provide notices in another language if you do not understand English.

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. 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 you on the results. Contact us through our toll-free 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 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 toll free at 1-888-221-7070.

We aim to provide you a certain level of service. Learn more about our Customer Service Guarantees.

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 the company in Idaho.

Customer responsibilities

• Use services safely a nd 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 pruning 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.

Deposits

If you are a current customer with a good payment record or a new customer who has good credit with your previous utility company, 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.

If a deposit is required, it cannot be more than two months’ worth of the estimated yearly billing at your service address, based on current rates. If you can’t pay all the required deposit, you can arrange to pay half of the deposit when you apply for service and the rest the following month. Rocky Mountain Power will pay the current interest rate set yearly by the Idaho Public Utilities Commission on all deposits at the time the deposit is returned.

Billing

You will receive a bill for electric service each month, based on the number of kilowatt-hours of electricity 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 that another person receive your bills and notices if you are unable to receive or understand them.

Payment plans

In deciding on the reasonableness of a payment plan, the company will take into account your ability to pay, the size of the unpaid balance, your payment history, and the amount of time and reasons why the debt is outstanding. There are three payment plans that may be available to you throughout the year:

1. Payment arrangements – If you pay only part of your total bill, your payment will be applied toward the oldest portion of your outstanding balance. If you cannot pay a bill in full, we may be able to make special arrangements with you. To decide if we can offer you these arrangements, we take into account your ability to pay, how much you owe, your payment history and the reasons why you may not have been able to pay. You can make payment arrangements over the phone or by mail. Your first payment will be due on the next business day after the arrangements have been made. If you miss the first payment, or the check you write to make the payment is not honored by the bank, your service may be disconnected after we make a diligent attempt to contact you 24 hours prior to is connection of service.

2. Equal Payment Plan – Our Equal Payment Plan is available if you’d like to spread out your payments evenly 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.

3. Equal Time Payment Plan – Our Equal Time Payment Plan works the same as our Equal Payment Plan. You are allowed to pay your past due balance with the arrears rolled in to the plan’s monthly payments.

Winter payment plan

If you tell us that you are unable to pay your electric bill in full and you have children, elderly persons or persons with medical needs living in your household, you may qualify for our winter payment plan. This plan requires that your bill be paid in full, but allows for a lower monthly payment from November to March. Your monthly payments during this time cannot be less than
one-half of the amount you would pay if you were using our Equal Payment Plan. You can use any source of funds to make winter payment plan monthly payments.

If you have an outstanding balance under this plan, you must either pay this balance or make a new payment arrangement on or after April 1. If you don’t pay your balance or don’t make payment arrangements on or after this date, your service may be disconnected. You may participate in the winter payment plan in following years if you have made payments as arranged and the balance you owe as of November 1 is not more than $75 or not more than your bill for the previous 30 days, whichever is greater.

Disconnection notices

Before we disconnect your service, in most instances, we will send you a written notice mailed at least seven 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 a payment with a dishonored check; or make an electronic payment with insufficient funds. At least 24 hours before the service is disconnected, we will attempt to contact you in person or by phone and repeat the information on the original notice. If we do not shut off the service within 21 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.

Before disconnecting your service, we will try to reach an adult in your household or another person you have told us to call in case you cannot be reached. If someone in your household is seriously ill or has a medical emergency, you can get an extension of up to 30 days by giving us a physician’s or public health official’s certificate of medical emergency. Also, if someone in your household uses an iron lung, respirator, dialysis machine or other life-sustaining equipment, please let us know. We can disconnect your service at any time without notifying you if: (a) a situation exists that is immediately dangerous to life, physical safety of property or to prevent a violation of health and safety codes; (b) if the IPUC, a court or other authorized public agency orders a disconnection; or (c) if you obtained service through fraud or without our permission. If you cannot pay the total bill, installment payments may be arranged in the form of a “deferred payment agreement.” This agreement says that you will pay your past due bill in installments and keep your current bills paid when due. If you keep the conditions of the agreement, service will not be disconnected.

Winter moratorium

During December, January and February, we will not disconnect your service if there are children, elderly persons or persons with medical needs in the house. You must notify us if any of these conditions exist, and we will work with you to set up a payment plan.

Billing

You will receive a bill for electric service each month, based on the number of kilowatt-hours of electricity 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 that another person receive your bills and notices if you are unable to receive or understand them.

Moving

You need to let us know as soon as possible if you plan to move. 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.

Consumer organizations

We have lists of consumer organizations that provide assistance in the various communities we serve. If you would like a list of the organizations in your community, call us toll free at 1-888-221-7070.

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 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 aim to keep this information up-to-date. Please see Rocky Mountain Power’s actual filed tariffs, including rate schedules and general rules and regulations, in their original wording.

We aim to give you a certain level of service. Learn about our Customer Service Guarantees program.