SECTION 165:35-19-2. Consumer information

(a)   Each utility shall:

(1)   Maintain maps, plans, or records of its transmission and distribution systems, with such other information as may be necessary to enable the utility to advise prospective consumers and others entitled to the information as to the facilities available for serving in any locality.

(2)   Transmit to each of its consumers no less frequently than once each year:

(A)   A clear and concise summary of the existing rate schedules applicable to each of the major classes of its consumers for which there is a separate rate.

(B)   An identification of any classes whose rates are not summarized.

(3)   Upon request of a consumer, but not more frequently than once each calendar year, provide a clear and concise statement of such consumer's actual consumption of electric energy for each billing period during the prior year.

(4)   Assist the consumer or prospective consumer in selecting the most economical rate schedule.

(5)   Provide information to each new consumer at the time of application or by enclosure with the first month's bill or by separate mailing, or by electronic notification to customers who make an affirmative election to receive electronic notification of such information, prior to the first month's bill as to the correct method of reading watt hour meters.

(b)   Where economically feasible, each electric utility shall provide an office, agent, or authorized pay site in or convenient to each municipality serviced by it where the consumer may pay bills, which office, agency, or authorized pay site, shall be open for business during reasonable business hours at least five days per week, holidays excepted. Whenever service prescribed in this subsection is not furnished for economic reasons, the Commission may, upon application and after notice and hearing, prescribe the service to be furnished and conditions thereof.

(c)   The utility shall provide, in each telephone directory covering any area it serves, a telephone listing of the number by which the utility can be notified at any time during a twenty-four (24) hour day of any utility service deficiency or emergency, or the information may be published in a regular newsletter or publication furnished to its subscribers. In addition, the telephone number shall be published on the homepage of a utility sponsored website, if applicable.

(d)   The utility shall advise its residential consumers through its consumer mailing or by electronic notification to customers who make an affirmative election to receive electronic notification of such information, no less than once a year, of the Commission rules regarding the following:

(1)   Disconnection information which states the rights listed in the "Disconnect Notice," as outlined in OAC 165:35-21-20 et seq.

(2)   Commission-approved deferred payment plans;

(3)   Twenty (20) day government and/or private financial aid assistance deferral;

(4)   Life Threatening Certificate and consumer responsibilities;

(5)   Elderly or Consumers with disabilities can request their account to be flagged by the utility so that CSD can intervene on their behalf, when requested by the consumer, in the event of a disconnection of service notice and extend the disconnection date by up to five (5) business days;

(6)   Average Monthly payment plans;

(7)   The address and telephone number of the Commission's CSD;

(8)   The limitations for disconnection, including days or periods of time when service shall not be disconnected as outlined in OAC 165:35-21-10(c); and

(9)   The availability of a list of agencies providing assistance to consumers for their utility bills as outlined by OAC 165:35-21-3.

(e)   The utility shall provide the location of pay agents upon the consumer's request.

(f)   The utilities are strongly encouraged to have bilingual customer service personnel available to assist non-English speaking consumers regarding disconnection and related matters.

[Source: Amended at 10 Ok Reg 2633, eff 6-25-93; Amended at 16 Ok Reg 2237, eff 7-1-99; Amended at 19 Ok Reg 1968, eff 7-1-02; Amended at 22 Ok Reg 1799, eff 7-1-05; Amended at 31 Ok Reg 1030, eff 9-12-14; Amended at 36 Ok Reg 620, eff 7-25-19]