815 R.I. Code R. 815-RICR-40-00-1.3

Current through December 3, 2024

Section 815-RICR-40-00-1.3 - Service Provisions

A. Filing of Rate Schedules. All rates, tolls and charges by a water utility 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 water utility shall post this information on its website.

B. Information to Customers

1. Each water utility shall, upon request, provide its customers with 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 water utility shall, upon request, explain to its customers the method of reading meters and calculating the bill.

C. Deposits/Interest. A water utility, to protect against loss, may require a deposit before rendering service to any customer. This deposit shall not be more than the highest actual billing period's usage of a prior customer or the highest estimated billing period of the new customer if a prior customer does not exist. Interest shall be paid on deposits in accordance with applicable approved rate schedules or the terms and conditions of the water utility. Deposits plus accrued interest thereon, less any amount due the water utility, will be refunded upon termination of service. The water utility may return a deposit prior to the termination. 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 water utility 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 accrue on the balance at the date of termination.

D. Measurement of Service. All water sold by a water utility shall be upon the basis of metered volume sales and/or a fixed rate.

E. Liability for Water Charges Including Past Due Charges

1. Liability for Water Charges Generally. The customer of a water utility shall be liable for the payment of the tariffed rates fixed by the water utility for the use of water furnished by that water utility to the customer along with any applicable taxes and fees.

2. Liens on Property For Water Charges. If authorized by statute for a water utility (e.g., R.I. Gen. Laws § 39-15-12), the rates assessed against a customer for the water delivered to the customer for consumption may constitute a lien on the property to which the water was delivered. The lien shall arise and attach as provided by the laws applicable to that specific water utility.

3. Assessments or Adjustments of Past-Due Charges. If any water utility becomes aware that one of its customers has received water for use from that water utility but has either not been billed for the use of that water, or has been for any other reason improperly charged, the water utility shall calculate the appropriate charges for the period in question and present those charges to the customer. These charges shall be in addition to any charges accruing for current use of the water by the customer. However, the water utility shall not be allowed to collect new or corrected charges for past use that are made more than three (3) years from the date on which the bill for those charges for use should have been properly presented to the customer.

F. Meter Readings and Bill Forms

1. Each meter register shall indicate clearly the volume units registered and size of the meter.

2. All meters will be read at regular intervals (but no fewer than two actual reads each year) and on approximately the corresponding day of each meter reading period. In service areas that do not utilize AMR devices (or ARB or other electronic remote reading technology), the water utility must verify meter reads phoned or mailed in by the customer at least once every six (6) months. Bills based on estimated reads shall not exceed six (6) consecutive months on any residential, commercial or industrial account.

3. Each water utility shall keep an accurate account of all charges for service billed each customer and shall maintain records for ten (10) years showing information from which each bill rendered may be readily computed.

4. Bills shall be rendered at regular intervals and shall show:

a. the date of the current meter reading;

b. the meter reading (the amount or quantity of service for the billing period);

c. the type of meter reading (i.e., actual or estimated);

d. the billing period;

e. a list of itemized charges; and

f. consumption history (the amount or quantity of service in the past four billing periods). Provided, however, for any water utility presently unable to satisfy §§ 1.3(F)(4)(c) and (f) of this Part above, due to billing software limitations, that water utility shall have until January 1, 2010 to satisfy these requirements.

5. The billing date and the postmark date on the bill shall not vary by more than ten (10) business days.

G. Complaints of Customers. Each water utility shall make a full and prompt investigation of customer complaints made either directly to the water utility or through the Division. A record of all complaints received shall be kept for at least two years. This record shall show the name and address of the complainant, the date and character of the complaint, and the disposition made thereof.

H. Termination of Service

1. By customer. A customer must give at least five (5) business days notice of his/her intention to terminate service, and shall be responsible for all charges until expiration of such notice period but shall not be responsible for any charges thereafter unless service is reestablished by the customer.

2. By water utility.

a. For non-payment of bills - In accordance with the applicable terms and conditions of service, a water utility may require that bills be paid within a specified time after presentation. Thirty (30) days from the date the bill is rendered, service may be terminated for the non-payment of bills, provided the customer has been given written notice at least ten (10) days prior to the date of termination. In lieu of termination or upon restoration the water utility may require payments at less than normal billing intervals. All terminations of water service for nonpayment of bills shall be done in accordance with the Rhode Island Public Utility Commission's rules governing the termination of services for non-payment.

b. For violation of terms and conditions of service- No water utility shall terminate service to a customer for violation of any term or condition of service without written notice of at least ten (10) days, advising the customer specifically as to which term or condition of service has been violated and precisely how it was violated, except that service may be terminated immediately when the violation of the term or condition of service is such as to endanger life or property.

c. For theft of water service - A water utility may terminate service without notice whenever a theft of the service by the customer is detected.

d. For lack of meter accessibility - A water utility may terminate service with written notice, of at least ten (10) days prior to termination, advising the customer of the water utility's inability to access the customer's premises for purposes of reading, installing, repairing, or replacing the water meters and/or meter reading devices. The customer shall be responsible for providing accessibility to the above meter and equipment.

e. Charge for restoring services - If service is terminated under paragraphs §§ 1.3(H)(2)(a), (b), (c) or (d) of this Part, above, the water utility may make a reasonable charge for restoring the service, provided such charge is specified in the water utility's approved tariff.

815 R.I. Code R. 815-RICR-40-00-1.3

Amended effective 10/25/2024