N.M. Admin. Code § 17.5.410.25

Current through Register Vol. 35, No. 23, December 10, 2024

Section 17.5.410.25 - ASSISTANCE TO CUSTOMERS

A. The utility shall assist the residential customer or prospective residential customer in selecting an appropriate rate tariff and furnish such additional information concerning that tariff as the residential customer may reasonably request.

B. A utility shall maintain residential customer records which contain details of all bills and correspondence sent to or received from the residential customer and evidence of all payments, deposits, guarantees, or other monies received from the residential customer.

C. Copies of residential customer records shall be furnished to that residential customer upon request.

D. Copies of a residential customer's records relevant to a matter in dispute, or for good cause shown, shall be furnished to any person authorized in writing by the residential customer to receive such records.

E. The utility shall correct any nondisputed mistakes in a residential customer's payment history that are brought to its attention.

F. A utility shall maintain records which contain the number of:

(1) disputes that require further action by the utility beyond the initial contact related to billing and services;

(2) settlement agreements made by the utility;

(3) discontinuance of service notices sent to residential customers;

(4) discontinuances of service and the number of reconnections for non-payment;

(5) security deposits collected, number credited or refunded, number of guarantees received and number terminated;

(6) residential customers with installment agreements;

(7) residential customers with budget payment plans;

(8) estimated bills;

(9) medical certifications received before and after discontinuance of service pursuant to 17.5.410 NMAC;

(10) times beyond twelve (12) hours after receipt of a medical certification before each reconnection of service was accomplished; and

(11) residential customers within whose households resides a disabled, elderly, or other person who may suffer injury or death if utility service is discontinued to the extent that the utility has actual knowledge of the conditions.

G. The above-enumerated records shall be kept for the period of time required by 17.9.560 NMAC and 17.10.650 NMAC, or if not so required for at least three (3) years.

N.M. Admin. Code § 17.5.410.25

17.5.410.25 NMAC - Rp, 17.5.410.25 NMAC, 7-1-11