Denial of Service

PURPOSE: This rule prescribes conditions under which utilities may refuse to commence service to an applicant for residential service and establishes procedures to be followed by utilities to insure reasonable and uniform standards exist for denial of service. This rule also protects an applicant(s) at the time of their application, from being required to pay for the bills incurred by other individuals for service from which the applicant(s) did not receive substantial benefit. (1) When the utility refuses to provide service to an applicant, it shall inform the applicant in writing, and shall maintain a record of the written notice. A utility may refuse to commence service to an applicant for any of the following reasons: (A) Failure to pay a delinquent utility charge for services provided by that utility or by its regulated affiliate that is not subject to dispute under applicable dispute review provisions of 4 CSR 240-13.045. Outside of the Cold Weather Rule period, if the utility asserts that a dispute is frivolous, it may defer commencing service until a decision is rendered under 4 CSR 240-13.045(4). (B) Failure to post a required deposit or guarantee in accordance with 4 CSR 240-13.030 or the utility’s tariffs; (C) Refusal or failure to permit inspection, maintenance, replacement, or meter reading of utility equipment. If the applicant does not provide access to the utility for such purposes, the utility shall provide notice to the applicant regarding its need for inspection, maintenance, replacement, or meter reading of utility equipment and shall maintain an accurate record of the notice provided. 1. The notice shall include one (1) of the following: A. Written notice by first class mail sent to the applicant; or B. Written notice delivered in hand to the applicant; or C. At least two (2) telephone call attempts reasonably calculated to reach the applicant; D. Written notification regarding refusal to provide service. 2. The notice or information provided shall contain the following information: A. The name and address of the applicant and the address where service is being requested; B. How the applicant may comply with the requirements to have service connected; C. A telephone number the applicant may call from the service location without incurring toll charges and the address of the utility prominently displayed where the applicant may make an inquiry; D. A statement in Spanish either— (I) Advising the applicant that if they do not read English, to ask someone who does to translate the notice for them; or (II) Advising the applicant to call the utility for assistance if the utility provides telephone assistance in Spanish; E. If the applicant is unable to resolve the matter satisfactorily with the utility, they may contact the Public Service Commission; AND INSURANCE (D) Misrepresentation of identity; (E) Violation of any other rules of the utility’s commission-approved tariffs, which adversely affects the safety of the applicant, or other persons, or the integrity of the utility’s system; (F) As provided by state or federal law; (G) Failure of a previous owner or occupant of the premises to pay delinquent utility charges where the previous owner or occupant remains an occupant; (H) Failure to comply with the terms of a settlement agreement; or (I) Unauthorized use, interference, or diversion of the utility’s service by the applicant, or by a previous owner or occupant who remains an occupant. (2) A utility shall not refuse to commence service to an applicant for any of the following reasons: (A) Failure to pay for merchandise, appliances, or services not subject to commission jurisdiction as an integral part of the utility service provided by a utility; (B) Failure to pay the bill of another customer, unless the applicant who is seeking service received substantial benefit and use of the service to that customer, or unless the applicant is the legal guarantor for a delinquent bill. In this instance, the utility refusing to commence service, shall have the burden of proof to show that the applicant received substantial benefit and use of the service, or that the applicant is the legal guarantor, provided that such burden shall not apply if the applicant refuses to cooperate in providing or obtaining information the applicant has or should have regarding the applicant’s residence history. To meet that burden the utility must have reliable evidence that— 1. The applicant and that customer resided together at the premises where the bill was incurred and during the period the bill was incurred; and 2. The bill was incurred within the last seven (7) years; and 3. The utility has attempted to collect the unpaid bill from the customer of record; and 4. At the time of the applicant(s) request for service, the bill remains unpaid and not in dispute. (3) The utility shall commence service at an existing residential service location in accordance with this rule as close as reasonably possible to the day specified by the customer for service to commence, but no later than, three (3) business days following the day specified by the customer for service to commence provided that the applicant has complied with all requirements of this rule. When service to a new residential location is requested, the utility shall commence service in accordance with this rule as close as reasonably possible to the day specified by the applicant for service to commence, but normally no later than three (3) business days following the day that all required construction is completed and all inspections have been made. (4) Notwithstanding any other provision of this rule, a utility may refuse to commence service temporarily for reasons of maintenance, health, safety, or a state of emergency until the reason for such refusal has been resolved. (5) Any provision of this rule may be waived or varied by the commission for good cause. AUTHORITY: sections 386.250(6) and 393.140(11), RSMo 2000, and section 393.130(1), RSMo Supp. 2013.* This rule originally filed as 4 CSR 240-13.035. Original rule filed Nov. 3, 2003, effective May 30, 2004. Amended: Filed Aug. 1, 2013, effective March 30, 2014. Moved to 20 CSR 4240-13.035, effective Aug. 28, 2019. *Original authority: 386.250, RSMo 1939, amended 1963, 1967, 1977, 1980, 1987, 1988, 1991, 1993, 1995, 1996; 393.130, RSMo 1939, amended 1949, 1967, 1969, 2002; 393.140, RSMo 1939, amended 1949, 1967.