SECTION 165:45-11-4. 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 services available in any locality; and,

(2)   Annually, transmit to each of its nonresidential consumers a statement that the rate tariff on which they are served is available upon request. Additionally, the consumer shall be advised that the utility company, upon request, will review the consumer's applicable rate tariff to determine if the consumer is receiving the rate tariff that is best suited to the consumer.

(b)   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.

(c)   The utility shall advise its residential consumers through its consumer mailing, 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 165:45-11-16 et seq.;

(2)   Commission-approved deferred payment plans;

(3)   Twenty (20) calendar 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 below in OAC 165:45-11-14(c); and

(9)   The availability of a list of agencies providing assistance to consumers for their utility bills as outlined by OAC 165:45-11-12.

(d)   The mailing required by paragraph (b) of this Section, shall occur during the months of September and/or October of each year.

(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: Added at 13 Ok Reg 3259, eff 7-25-96; Amended at 19 Ok Reg 1977, eff 7-1-02; Amended at 21 Ok Reg 2095, eff 7-1-04; Amended at 36 Ok Reg 668, eff 7-25-19]