Section 815-RICR-20-00-1.4 - Service ProvisionsA. Filing of Rate Schedules: All rates, tolls and charges by the LDC shall be filed, posted, and available for public inspection in accordance with the provisions of R.I. Gen. Laws § 39-3-10. In addition, each LDC shall post this information on their company website.B. Information to Customers 1. Each LDC shall, upon request, provide its customers such information and reasonable assistance as will help them to select the best use of service at the most advantageous rate. However, the ultimate responsibility for the selection of the best use of service at the most advantageous rate will rest with the customer. 2. Each LDC shall, upon request, explain to its customers the method of reading meters. 3. Meters installed after the effective date of this instruction in a residential or commercial facility with more than one meter on a meter bar assembly must be marked to identify the individual customers. (i.e., apartment 1, apartment 2, second floor, third floor right, etc.) C. Deposits/Interest: To protect against loss, an LDC may require a deposit before rendering service to any customer. This deposit shall not be more than the two highest actual month's usage of a prior customer or the two highest estimated month's usage of the new customer if a prior customer does not exist. Interest shall be paid on deposits in accordance with applicable rate schedules or the terms and conditions of the LDC. Deposits plus accrued interest thereon, less any amount due the LDC, will be refunded upon termination of service. The company may return a deposit prior to the termination of service if it so desires. A customer may request a return of deposit prior to the termination of service if the customer has established a good payment history and the company agrees to the return of deposit. When an account is terminated, and a deposit or portion thereof is applied against an account that has been terminated, interest shall cease to be accumulated on the balance at the date of termination.D. Measurement of Service: All gas sold by an LDC shall be charged for on a metered basis except when sold under rates on some other basis with the prior approval of the Commission.E. Meter Reading and Bill Forms 1. Each service meter shall clearly indicate the registered billing units (hundreds or thousands of cubic feet of gas, or therms) In cases where the dial readings of a meter must be multiplied by a constant to obtain the cubic feet or other unit consumed, the proper constant to be applied shall be clearly marked on the customer's meter and the customer's bill. The labeling of meters will apply only to meters installed as of the effective date of this Part. When gas is measured under high pressure and/or high temperature, or when the quantity is determined by calculation from recording devices, the LDC shall upon request supply the customer with the basis and method of computation of the determined quantity. 2. All service meters will be read at regular intervals and on approximately the corresponding day of each meter-reading period. In service areas that do not utilize AMR devices, the company must verify meter reads called in by the customer at least once every six (6) months. 3. Bills shall be rendered at regular intervals and shall show the date of the current meter reading and the amount or quantity of service for the billing period. 4. Each LDC shall keep an accurate account of all charges for service billed each customer and shall maintain records showing information from which each bill rendered may be readily computed. 5. The billing date and the postmark date on the bill shall not vary by more than three (3) business days. 6. Estimated bills will not exceed 6 consecutive months on any residential, commercial, or industrial account.F. Complaints by Customers: Each LDC shall make a full and prompt investigation of customer complaints, whether the complaint is directed to the company or through the Division. A record of 14 complaints received, other than those of a minor or routine nature, shall be kept for at least two (2) years, and shall show the name and address of the complainant, the date and character of the complaint, and the disposition thereof. A customer shall have the right to review the record of that customer's complaint(s) upon demand during that two (2) year period. The LDC shall provide the Division with a copy of any or all complaints upon demand. Records shall be provided, whether demanded by a customer or by the Division, within five (5) business days or less. G. Change in Character of Service: Any change made by the LDC in the composition of the gas, the pressure, or other service conditions which would affect efficiency, or operation, or adjustment of appliances, the appliances of all customers in the district affected shall be inspected promptly, and, if necessary, shall be re-adjusted for the new conditions without undue delay by the LDC and without charge to the customer.H. Discontinuance of Service 1. Discontinuance of Service by the Customer: A customer must give reasonable notice of his/her intention to discontinue service in accordance with the provisions of the applicable rate or terms and conditions of service and shall be responsible for all charges until expiration of such notice period. The customer will be given a confirmation number at the time of the termination of service call. The confirmation number shall reflect the date and time the person called to disconnect service. For purposes of this rule, "reasonable notice" is defined as no less than five (5) business days.2. Discontinuance of Service by the Company a. Non-Payment of Bills (1) In accordance with the provisions of the applicable rate or terms and conditions of service, an LDC may require that bills be paid within a specified time after presentation. Failure to pay bills within the specified time shall be grounds for termination of service. The LDC may then initiate its termination process consistent with the rules established by the Commission for that purpose. b. Discontinuance of Service by the Company for Violation of Rules(1) No LDC shall discontinue service to a customer for violation of any rule without written notice mailed at least ten (10) business days in advance of discontinuance advising the customer which rule has been violated and describing how that rule was violated, except that service may be discontinued immediately when the violation of the rule is such, in the opinion of the LDC, as to endanger life or property, or when ordered to do so by any governmental agency or official having jurisdiction. (2) The LDC may, with or without notice, shut off the supply of gas to the premises, or make appliances inoperative, where in its opinion a "potentially hazardous condition" exists. c. For Fraudulent Use of Service: An LDC may discontinue service without notice whenever a fraudulent use of service by the customer is detected.815 R.I. Code R. 815-RICR-20-00-1.4