Insufficient Grounds For Termination Or Denial Of Service (Rule 310)

01. Termination of Service. Utilities will not terminate service or provide notice of intent to terminate service if the unpaid bill cited as grounds for termination is: (7-1-24) a. Less than fifty dollars ($50) or two (2) months’ charges for service, whichever is less. (7-1-24) b. For utility service to any other customer (unless that customer has a legal obligation to pay the other customer’s bill) or for any other class of service. (7-1-24) c. For the purchase of non-utility goods or services. (7-1-24) d. For service provided four (4) or more years ago unless the customer has promised in writing to pay or made a payment on the bill within the last four (4) years. (7-1-24) e. The subject of an informal or formal complaint filed with the Commission, except as provided for under Rule 401. (7-1-24) f. At issue in a case pending before a court in the state of Idaho unless termination is authorized by court order. (7-1-24) 02. Denial of Service. A utility will not deny service or notify an applicant that the utility will deny the applicant service if any of the criteria listed in Subsection 310.01.b. through 310.01.f. apply to the unpaid bill cited as grounds for denial of service. (7-1-24) 311. TIMES WHEN SERVICE MAY BE TERMINATED -- OPPORTUNITY TO AVOID TERMINATION OF SERVICE (RULE 311). 01. When Termination of Service Is Prohibited. Except as authorized by Rule 303 or this rule, service provided to a customer, applicant, resident or occupant shall not be terminated: (7-1-24) a. On any Friday, Saturday, Sunday, legal holidays recognized by the state of Idaho, or on any day immediately preceding any legal holiday; or (7-1-24) b. At any time when the utility is not open for business. (7-1-24) 02. Times When Service May Be Terminated. Service may be terminated: (7-1-24) a. At any time when there is a dangerous condition pursuant to Rule 303.01 or the utility is ordered to do so pursuant to Rule 303.02; (7-1-24) b. Between the hours of 8 a.m. and 5 p.m., Monday through Thursday, for any reason authorized by Rules 302 and 303; (7-1-24) c. Between the hours of 8 a.m. and 5 p.m. on Friday for illegal use of service pursuant to Rule 303.03 or if the premises are unoccupied and service has been abandoned; or (7-1-24) d. Between the hours of 5 p.m. and 9 p.m., Monday through Thursday, if the utility is unable to gain access to the meter during normal business hours or for illegal use of service pursuant to Rule 303.03. (7-1-24) 03. Personnel to Authorize Reconnection. Each utility shall have personnel available who are IDAHO ADMINISTRATIVE CODE IDAPA 31.21.01 Idaho Public Utilities Commission Utility Customer Relations Rules Section 312 Page 16 authorized to reconnect service if the conditions cited as grounds for termination are corrected to the utility’s satisfaction. Service shall be reconnected as soon as possible, but no later than twenty-four (24) hours after the utility’s conditions are satisfied and reconnection is requested. (7-1-24) 04. Opportunity to Prevent Termination of Service During Premise Visit. If a utility needs to visit a customer's premise to terminate service, the utilities employee may identify himself or herself to the customer or other responsible adult upon the premises and announce the purpose of the employee’s visit. The employee may be authorized by the utility to accept full or partial payment and, in such case, the employee will not terminate service. Nothing in this rule prevents a utility from proceeding with termination of service if the customer or other responsible adult is not on the premises. (7-1-24) 05. Notice of Procedure for Reconnecting Service. During a premise visit the utility employee designated to terminate service may give to the customer or leave in a conspicuous location at the affected service address, a notice showing the time of and grounds for termination, steps to be taken to secure reconnection, and the telephone numbers of utility personnel or other authorized representatives who are available to authorize reconnection. (7-1-24) 06. Applicant Without Service - Customer Requested Termination. Nothing in this rule prohibits a utility from terminating service at any time pursuant to a customer’s request. (7-1-24) 312. DENIAL OR TERMINATION OF SERVICE TO MASTER-METERED ACCOUNTS AND RESIDENTS OR OCCUPANTS WHO ARE NOT CUSTOMERS (RULE 312). 01. Notice to Occupants or Residents Not Customers. Except as provided in Rules 303.01 and 303.02, utilities will not deny or terminate service without providing written notice to the residents or occupants of: (7-1-24) a. A building or mobile home court where service is master-metered; (7-1-24) b. A residence where the customer billed for service is not a resident or occupant of the premises being served; or (7-1-24) c. Premises where service is being provided on an interim basis to a resident or occupant following a customer’s request to terminate service. (7-1-24) 02. Delivery and Contents of Notice. The utility must notify the residents or occupants of its intent to deny or terminate service at least two (2) calendar days, excluding weekends and holidays, before the proposed date of termination. The notice should be delivered to the premises or, in the case of multi-occupant buildings or mobile home parks, posted in common areas or a conspicuous location. The notice will state: (7-1-24) a. The date of the notice; (7-1-24) b. The proposed denial or termination date; (7-1-24) c. The reason for denial or termination; (7-1-24) d. What action(s) the resident(s) or occupant(s) must take in order to obtain or retain service in the resident’s(s’) or occupant’s(s’) own name(s); and (7-1-24) e. That an informal or formal complaint concerning denial or termination of service may be filed with this Commission. (7-1-24)