CALIFORNIA PUBLIC UTILITIES COMMISSION DIVISION OF … · Advice Letter 2330-A, Updated CPUC...

CALIFORNIA PUBLIC UTILITIES COMMISSION DIVISION OF WATER AND AUDITS

Advice Letter Cover Sheet

[ ] APPROVED [ ] WITHDRAWN [ ] REJECTED

Signature: Comments:

Date:

Utility Name: California Water Service Company Date Mailed to Service List: 12/17/2018

District: All Regulated Ratemaking Areas, including Grand Oaks

CPUC Utility #: U-60-W Protest Deadline (20th Day): 01/06/2019

Advice Letter #: 2330-A Review Deadline (30th Day): 01/16/2019

Tier: ☐1 ☐2 ☐3 ☐ Compliance Requested Effective Date: 11/30/2018 Authorization: Resolution CSD-5

Rate Impact: none

Description: Updated CPUC Information

The protest or response deadline for this advice letter is 20 days from the date that this advice letter was mailed to the service list. Please see the “Response or Protest” section in the advice letter for more information.

Utility Contact: Melody Singh Utility Contact: Natalie Wales

Phone: 916-200-6700 Phone: 408-367-8566

Email: [email protected] Email: [email protected]

DWA Contact: Tariff Unit

Phone: (415) 703-1133

Email: [email protected]

DWA USE ONLY DATE STAFF COMMENTS

X

CALIFORNIA WATER SERVICE COMPANY 1720 NORTH FIRST STREET

SAN JOSE, CA 95112 (408) 367-8200 F (408) 367-8428

December 17, 2018

Advice Letter No. 2330-A

To The Public Utilities Commission of the State of California:

California Water Service Company (Cal Water) respectfully submits this advice letter and hereby transmits for filing the following changes in its tariff schedules applicable to all of its regulated ratemaking areas, including Grand Oaks:

New/Revised CPUC Sheet No.

Title of Sheet Schedule No.

Cancelling CPUC Sheet No.

XXXXX-W Table of Contents (Page 1) TOC XXXXX-W XXXXX-W Table of Contents (Page 12) TOC 11621-W XXXXX-W Table of Contents (Page 14) TOC 11681-W XXXXX-W Special Information Required on Forms (Page 1) Rule No. 5 10416-W XXXXX-W Special Information Required on Forms () Rule No. 5 10417-W XXXXX-W Disputed Bills (Page 1) Rule No. 10 10424-W XXXXX-W Discontinuance and Restoration of Service (Page 3) Rule No. 11 10426-W XXXXX-W Monthly Bill for Service (Page 2) Form B-1 11034-W XXXXX-W Final Notification Letter Form B-2 NEW XXXXX-W Shut-Off for Nonpayment (Door Hanger) Form B-3 NEW XXXXX-W Termination Notice (Door Hanger) Form B-4 NEW XXXXX-W Final Bill Form B-5 3181-W Eliminate Discontinuance Notice, Collection 1003 Rev/84 3183-W Eliminate Past Due Notice 3093-W

Summary

On November 30, 2018, Cal Water filed Advice Letter 2330 seeking approval of updates to its tariffs in compliance with Resolution CSD-5 and the request of the California Public Utilities Commission’s (Commission’s) Consumer Protection and Enforcement Division (CPED).

This Supplement revises AL 2330 to request the following changes to Cal Water’s tariff: - An updates to page 2 of Form B-1 (Sample Monthly Bill for Service) - Creation of a Form B-2 with a sample “Final Notification Letter” - Creation of a Form B-3 with a sample door hanger for “Shut-Off for Nonpayment” - Creation of a Form B-4 with a sample door hanger providing a “Termination Notice” - Modification of Form B-5 to a sample “Final Bill” (previously a Discontinuance Notice)

CALIFORNIA WATER SERVICE COMPANY Advice Letter 2330-A, Updated CPUC Information

Background

On August 2, 2018, CPED issued an email requesting an update to certain portions of the utility’s billing statements. The request stated:

Pursuant to Resolution CSD-5 (Attachment A to this letter), the CPUC’s Director of the Consumer Protection and Enforcement Division has been delegated with the authority to require these changes without further action of the CPUC. Attachment B to this letter provides the required language to be included on your billing statements.

Billing statements must be updated with the attached contact information within 120 days, with exceptions as outlined in Resolution CSD-5. If you provide service on a national basis, you are still required to include this information on your California customers’ billing statements. The Resolution further requires updating tariffs that contain CAB contact information, grants exception to 30-day notice requirements, and allows for exhausting supplies of preprinted forms or documents before updating CAB contact information.

Within 30 days, you are required to submit a plan that provides details of how you will comply with updating your billing statements. The compliance plan must be submitted to the email address [email protected].

Changes to Tariff Forms

Cal Water submitted its plan of implementation to [email protected] on September 4, 2018.

Consistent with its implementation plan, Cal Water provides an updated page 2 of Form B-1, “Monthly Bill for Service.” This bill format, which is already in use, includes the following verbiage on the pre-printed “back” of the first page:

If you believe there is an error on your bill or have a question about your service, please call Cal Water’s Customer Center at [local office phone number].

If you are not satisfied with Cal Water’s response, submit a complaint to the CPUC by visiting www.cpuc.ca.gov/complaints. Billing and service complaints are handled by the CPUC’s Consumer Affairs Branch (CAB), which can be reached by the following means if you prefer not to submit your complaint online:

Telephone: (800) 649-7570 (8:30 a.m. to 4:30 p.m., Monday through Friday)

Mail: California Public Utilities Commission, Consumer Affairs Branch 505 Van Ness Avenue, Room 2003, San Francisco, CA 94102

If you have limitations hearing or speaking, dial 711 to reach the California Relay Service, which is for those needing direct assistance relaying telephone conversations, as well their friends, family, and business contacts. If you prefer having your calls immediately answered


in your mode of communication, dial one of the toll-free, language-specific numbers below to be routed to the California Relay Service provider.

Type of Call TTY/VCO/HCO to Voice Voice to TTY/VCO/HCO From or to Speech-to- Speech

Language English and Spanish English and Spanish English and Spanish

Toll-free 800 number

(800) 735-2929 or (800) 855-3000

(800) 735-2922 or (800) 855-3000

(800) 854-7784

To avoid having service turned off while you wait for the outcome of a complaint to the CPUC specifically regarding the accuracy of your bill, please contact CAB for assistance. If your case meets the eligibility criteria, CAB will provide you with instructions on how to mail a check or money order to be impounded pending resolution of your case. You must continue to pay your current charges while your complaint is under review to keep your service on.

In reviewing its tariff, Cal Water has identified several forms that should be eliminated, replaced, or added. In order to provide the most relevant and understandable information in its communications to customers, Cal Water has modernized several of its forms and modified the terminology used for the nonpayment of water bills.

Because the modern forms no longer fit into the framework originally set up in Cal Water’s tariff, which reflects an inconsistent approach to the numbering of forms, Cal Water proposes to eliminate obsolete forms and add the modern forms with a modified numbering convention. The following forms are obsolete:

• Past Due Notice (sheet number 3093-W) should be eliminated because it has been replaced with a letter that provides more information.

• The form referred to as “Discontinuance – Collection” (Form 1003 Rev/84, sheet number 3183-W) should be eliminated because

Cal Water also proposes to add new forms B-2, B-3, and B-4, and replace Form B-5, all of which include the language requested by CPED. Two of the new forms are door hangers rather than letters. As referenced above, these forms have more modern layouts and reflect terminology that Cal Water believes is more effective with customers. To assist in clarifying the purposes of the new and replacement forms, the proposed forms are numbered in the order in which they are used with customers:

• New Form B-2 Final Notification Letter

• New Form B-3 “Shut-Off for Nonpayment” Door Hanger

• New Form B-4 “Termination Notice” Door Hanger

• Replacement Form B-5 Final Bill (replacing a Discontinuance Notice)


Changes to Tariff Rules

In addition, the following tariff rules contain relevant information that has been modified to reflect the intent of the new language provided in CPED’s August 2, 2018 email:

• Rule 5 (Description of Service), Sheets 1 and 2

• Rule 10 (Disputed Bills), Sheet 1

• Rule 11 (Discontinuance and Restoration of Service), Sheet 3

Requested Effective Date

Under General Order 96-B, Water Industry Rule 7.3.1, as modified by Resolution W-4664 this is a Tier 1 advice letter with a requested effective date of November 30, 2018.

Notice

Customer Notice – Individual customer notice of this advice letter is not required under General Order 96-B, Water Industry Rule 3.1, because the request does not increase rates.

Service Lists – In accordance with General Order 96-B, General Rule 4.3 and 7.2 and Water Industry Rule 4.1, a copy of this advice letter will be mailed or electronically transmitted on December 17, 2018 to competing and adjacent utilities and other utilities or interested parties having requested such notification.

Response or Protest

Anyone may respond to or protest this advice letter. A response supports the filing and may contain information that proves useful to the Commission in evaluating the advice letter. A protest objects to the advice letter in whole or in part and must set forth the specific grounds on which it is based. These grounds are:

(1) The utility did not properly serve or give notice of the advice letter; (2) The relief requested in the advice letter would violate statute or Commission order, or

is not authorized by statute or Commission order on which the utility relies; (3) The analysis, calculations, or data in the advice letter contain material error or

omissions; (4) The relief requested in the advice letter is pending before the Commission in a formal

proceeding; or (5) The relief requested in the advice letter requires consideration in a formal hearing, or is

otherwise inappropriate for the advice letter process; or (6) The relief requested in the advice letter is unjust, unreasonable, or discriminatory

(provided that such a protest may not be made where it would require relitigating a prior order of the Commission.)

A protest shall provide citations or proofs where available to allow staff to properly consider the protest. A response or protest must be made in writing or by electronic mail and must be received


by the Water Division within 20 days of the date this advice letter is filed. The advice letter process does not provide for any responses, protests or comments, except for the utility’s reply, after the 20-day comment period. The address for mailing or delivering a protest is:

Tariff Unit, Water Division, 3rd floor California Public Utilities Commission, 505 Van Ness Avenue, San Francisco, CA 94102 [email protected]

On the same date the response or protest is submitted to the Water Division, the respondent or protestant shall send a copy by mail (or e-mail) to us, addressed to:

Natalie Wales California Water Service Company 1720 North First Street, San Jose, California 95112 Fax 408/367-8430 or E-mail [email protected]

Cities and counties that need Board of Supervisors or Board of Commissioners approval to protest should inform the Water Division, within the 20-day protest period, so that a late filed protest can be entertained. The informing document should include an estimate of the date the proposed protest might be voted on.

Replies

The utility shall reply to each protest and may reply to any response. Each reply must be received by the Water Division within 5 business days after the end of the protest period, and shall be served on the same day to the person who filed the protest or response. If you have not received a reply to your protest within 10 business days, contact California Water Service Company at 408/367-8200.

CALIFORNIA WATER SERVICE COMPANY

/s/Natalie Wales

Natalie D. Wales Director, Regulatory Policy

Enclosures cc: Ting-Pong Yuen, Public Advocates Office


1720 North First Street, San Jose, CA 95112 Revised CPUC Sheet No. XXXXX-W

(408) 367-8200 Canceling CPUC Sheet No. XXXXX-W

Table of Contents - Page 1

The following listed tariff sheets contain all effective rates and rules affecting the rates and service of the Utility together with information relating thereto:

Sheet Subject Matter Service Area Schedule No. CPUC Sheet No.

Title Page 5613-WTable of Contents

Page 1 Table of Contents XXXXX-W (C)Page 2 Preliminary Statements 11817-WPage 3 Preliminary Statements 11793-WPage 4 Preliminary Statements 11668-WPage 5 Rate Schedules - All Districts 11810-WPage 6 Rate Schedules - District Specific 11792-W Rate Schedules - District Specific 11816-WPage 8 Rate Schedules - District Specific 11790-WPage 9 Rate Schedules - District Specific 11789-WPage 10 Rate Schedules - District Specific 11788-WPage 11 Service Area Maps 11618-WPage 12 Rules XXXXX-WPage 13 Rules 11643-WPage 14 Sample Forms XXXXX-W (C)Page 15 Sample Forms 2926-W (T)

(continued)

(To be inserted by utility) Issued by (To be inserted by CPUC)

Advice Letter No. PAUL G. TOWNSLEY Date Filed

Decision No. Name Effective

Vice President Resolution No.

TITLE

2330-A


1720 North First Street, San Jose, CA 95112 Revised CPUC Sheet No. XXXXX-W

(408) 367-8200 Canceling CPUC Sheet No. 11621-W


RULES

Sheet Subject Matter CPUC Sheet No.List of Contracts and Deviations

Page 1 2521-WPage 2 2522-WPage 3 2523-WPage 4 5242-WPage 5 11620-W

Rules

No. 1 DefinitionsPage 1 10414-WPage 2 2984-W

No. 2 Descriptions of Services 1485-W

No. 3 Application for ServicePage 1 10415-WPage 2 5065-W

No. 4 Contracts 642-W

No. 5 Special Information Required of FormsPage 1 XXXXX-W (C)Page 2 XXXXX-W (C)

No. 6 Establishment and Re-establishment of Credit 643-W

No. 7 DepositsPage 1 10418-W

No. 8 NoticesPage 1 10419-WPage 2 10420-W

No. 9 Rendering and Payment of BillsPage 1 10421-WPage 2 6761-WPage 3 10422-WPage 4 10423-W

No. 10 Disputed BillsPage 1 XXXXX-W (C)Page 2 2989-W

No. 11 Discontinuance and Restoration of ServicePage 1 10425-WPage 2 10464-WPage 3 XXXXX-W (C)Page 4 10427-WPage 5 8599-W

No. 12 Information Available to the PublicPage 1 10428-WPage 2 4340-W

No. 13 Temporary ServicePage 1 3892-WPage 2 3893-W

(continued)





TITLE

2330-A


1720 North First Street, San Jose, CA 95112 Revised CPUC Sheet No.

(408) 367-8200 Canceling CPUC Sheet No. 11681-W


SAMPLE FORMS

Utility Form Number CPUC Sheet No.

DP-3 Rev.1/70 Application for Service - New Facilities 1337-W

DP-1A Application for Service - Existing Facilities 1338-W

B-1 Monthly Bill for ServicePage 1 11035-WPage 2 XXXXX-W (C)Page 3 11033-W

(D)B-2 Final Notification Letter

Page 1 XXXXX-W (N)Page 2 XXXXX-W (N)

B-3 "Shut-Off For Nonpayment" Door Hanger XXXXX-W (N)

B-4 "Termination Notice" Door Hanger XXXXX-W (N)

B-5 Final BillPage 1 XXXXX-W (C)Page 2 XXXXX-W (C)

B-7 Collection Order 3182-W (L)1020 Service Deposit Receipt 4917-W (L)1009 Notice of Increase in Consumption 1344-W (L)

(D)1426 Rev. 2/77 Authority for Use of Fire Hydrant 1819-W1530 Uniform Fire Hydrant Service agreement 2818-WFF-1 Fire Flow Test Application 10555-WLIRA English LIRA Application Form in English, Revised March 2015 11680-WLIRA Spanish LIRA Application Form in Spanish, Revised March 2015 11679-W

Main Extension Contracts

1522 "B" Rule, Standard Facilities, Company Installation 2913-W1570 "B" Rule, Standard Facilities, Applicant Installation 2914-W1520 "C" Rule, Standard Facilities, Company Installation 3360-W1524 "C" Rule, Standard Facilities, Subdivider Installation 2916-W1524-A "C" Rule, Standard Facilities, Plus Oversize for Company 2917-W

Needs, Subdivider Installation1521 "C" Rule, Standard Facilities, Plus Overside for Fire 3361-W

Protection, Company Installation1569 "C" Rule, Standard and Special Facilities, Company 3362-W

Installation1569-A "C" Rule, Special Facilities and Oversize Mains at 3363-W

Applicant's Request, Company Installation1569-B "C" Rule, Special Facilities and Oversize Mains at Utility's 3364-W

Request, Company Installation1591 "C" Rule, Standard Facilities, Assessment District, 3365-W

Company Installation1535 "C" Rule, Standard Facilities, Assessment District, District 2924-W

Installation

(continued)





TITLE

2330-A

xxxxx-W

CALIFORNIA WATER SERVICE COMPANY Revised Cal. P.U.C. Sheet No.

1720 North First Street, San Jose, CA 95112

(408) 367-8200 Canceling Cal. P.U.C. Sheet No.

Sheet 1 of 2

A. Contracts

Each contract for service will contain substantially the following provisions:

1. Unless exempted by the Public Utilities Commission,

"This contract shall at all times be subject to such changes or modifications by the

Public Utilities Commission of the State of California as said Commission may, from

time to time, direct in the exercise of its jurisdiction"

2. Unless otherwise not required by the Public Utilities Commission,

" It is the understanding of the parties to this contract that it shall not become

effective until the authorization of the Public Utilities Commission of the State of

California has been first obtained.

B. Bill for Service

On each bill for service will be printed substantially the following language:

" This bill is due and payable upon date of presentation. It will become past due if not

paid within 19 days from the date of the mailing..."

" If you believe there is an error on your bill or have a question about your service, (T)

please call Cal Water's Customer Center at [local office phone number].

" If you are not satisfied with Cal Water’s response, submit a complaint to the CPUC

by visiting www.cpuc.ca.gov/complaints. Billing and service complaints are handled by

the CPUC’s Consumer Affairs Branch (CAB), which can be reached by the following

means if you prefer not to submit your complaint online:

Telephone (800) 649-7570 (8:30 a.m. to 4:30 p.m., Monday through Friday)

Mail California Public Utilities Commission, Consumer Affairs Branch

505 Van Ness Avenue, Room 2003, San Francisco, CA 94102

“ If you have limitations hearing or speaking, dial 711 to reach the California Relay Service,

which is for those needing direct assistance relaying telephone conversations, as well their friends,

family, and business contacts. If you prefer having your calls immediately answered in your mode

of communication, dial one of the toll-free, language-specific numbers below to be routed to the

California Relay Service provider.

Language

English and

SpanishEnglish and Spanish

(800) 735-2929 (800) 735-2922

or (800) 855-

3000or (800) 855-3000

“ To avoid having service turned off while you wait for the outcome of a complaint to the CPUC

specifically regarding the accuracy of your bill, please contact CAB for assistance. If your case meets the

eligibility criteria, CAB will provide you with instructions on how to mail a check or money order to be impounded

pending resolution of your case. You must continue to pay your current charges while your complaint is under

review to keep your service on." (T)

(continued)

(To be inserted by utility) Issued by (To be inserted by Cal. P.U.C.)

Advice Letter No. PAUL G. TOWNSLEY Date Filed NAME

Decision No. Vice President Effective TITLE

Resolution No. -

xxxxx-W

10416-W

Rule No. 5

SPECIAL INFORMATION REQUIRED ON FORMS

2330-A

TTY/VCO/HCO

to Voice Voice to TTY/VCO/HCOType of Call

Toll-free

800 number

From or to Speech-to-

Speech

English and Spanish

(800) 854-7784

Page 4

CALIFORNIA WATER SERVICE COMPANY Revised Cal. P.U.C. Sheet No. 1720 North First Street, San Jose, CA 95112


Sheet 2 of 2

C. Customer's Deposit Receipt

Each receipt for cash deposit to establish or re-establish credit for service will contain the following statements; (L)

This deposit may be applied to unpaid balances where service has been discontinued by the

utility for nonpayment of bills.

This deposit, less the amount of any unpaid bills for service, will be refunded, together

with any interest due, in accordance with Rule 7, Deposits, or after the deposit has

been held for 12 consecutive months, provided a service has not been discontinued for

nonpayment

D. Discontinuance of Service Notice

Every notice of discontinuance of service for nonpayment of bills shall include all of the following information: (L)

(1) The name and address of the customer whose account is delinquent.

(2) The amount of the delinquency.

(3) The date of which payment or arrangements for payment is required in order to avoid

discontinuance.

(4) The procedure by which the customer may initiate a complaint or request an

investigation concerning service or charges.

(5) The procedure by which the customer may request installment payments for the unpaid charges.

(6) The procedure for the customer to obtain information on the availability of financial

assistance , including private, local, state, or federal sources, if applicable.

(7) A local address and telephone number of the water utility for users to obtain

additional information and assistance in continuing service or in making arrangements

for payment.

(8) The telephone number of the California Public Utilities Commission to which inquiries by the customer may (T)

be directed. Billing and service complaints are handled by the CPUC’s Consumer Affairs Branch (CAB), which

can be reached at 800-649-7570, 8:30 a.m. to 4:30 p.m., Monday through Friday.

If you have limitations hearing or speaking, dial 711 to reach the California Relay Service, which is

for those needing direct assistance relaying telephone conversations, as well their friends, family, and

business contacts. If you prefer having your calls immediately answered in your mode of communication, dial

one of the toll-free, language-specific numbers below to be routed to the California Relay Service provider.

Type of Call TTY/VCO/HCO to Voice Voice to TTY/VCO/HCO From or to Speech-to- Speech

Language English and Spanish

(800) 735-2922

or (800) 855-3000(T)

(continued)




Resolution No.

or (800) 855-3000

English and Spanish English and Spanish

-

xxxxx-W

10417-W

Rule No. 5

DESCRIPTION OF SERVICE

(continued)

2330-A

Toll-free

800 number

(800) 854-7784(800) 735-2929

Page 5



Sheet 1 of 2

A. Correctness of Bill

Any customer who has initiated a complaint to the utility or requested an investigation by

the utility within five days of receiving a contested bill shall be given an opportunity

for review of such complaint or investigation by a review manager of the utility. The

review shall include consideration of whether the customer should be permitted to amortize

the unpaid balance of his account over a reasonable period time.

B. Notice of Deposit to Avoid Discontinuance

If an explanation satisfactory to the customer is not made by the utility and the bill is

not paid within 19 days after its presentation or at the time the explanation is made,

whichever is longer, the utility will notify the customer in writing substantially as

follows:

1. To avoid discontinuance of service, in lieu of paying the bill in question, the

residential customer within 15 days and the non-residential customer within 7 days of

the date of this notice, must deposit with the California Public Utilities Commission,

State Building, 505 Van Ness Avenue, San Francisco, California 94102-3298,* the

amount of the bill claimed by the utility to be due.

2. To avoid having service turned off while you wait for the outcome of a complaint to the CPUC (N)

specifically regarding the accuracy of your bill, please contact the CPUC's Consumer

Affairs Branch (CAB) for assistance. If your case meets the eligibility criteria, CAB will provide you with

instructions on how to mail a check or money order to be impounded pending resolution of your case. You

must continue to pay your current charges while your complaint is under review to keep your service on. (N)

C. Commission Appeal (D)

When a customer and the utility fail to agree on a bill for service:

1. To avoid discontinuance of service, in lieu of paying the disputed bill the customer,

may deposit with the California Public Utilities Commission at its office in the

State Building, 505 Van Ness Avenue, San Francisco, California 94102-3298,* the

amount claimed by the utility to be due.

2. Checks or other forms of remittance for such a deposit should be made payable to the

California Public Utilities Commission and should be accompanied with the bill in

question and a statement setting forth the basis for thru dispute of the amount of the

bill.

3. Upon receipt of the deposit, the bill and the customer's statement of the dispute, the

Commission will notify the utility, will review the basis of the billed amount, and

will advise both parties of its findings and disburse the deposit in accordance

therewith.

(D)

(continued)




Resolution No. -

xxxxx-W

10424-W

Rule No. 10

DISPUTED BILLS

2330-A

Page 6



Sheet 3 of 5

B. Discontinuance of Service by Company (continued)

1. For Nonpayment of Bills (continued)

h. Where water service is provided to residential users through a master meter, the company

shall make every good faith to inform the actual users, by telephone, in person, or

by means of a notice when the account is in arrears that service will be discontinued in 10

days. The 15-day discontinuance notice shall be posted within a conspicuous place of each

residential unit. The notice shall further inform the actual users that they have the right to

become company customers without being required to pay the amount due on the account

The company shall not be obligated to make service available unless and until each and every

actual user of the water service then residing on the premises shall agree to the terms and |

conditions of service and shall meet the requirements of the company’s rules and tariffs

provided, however, that if (1) one or more actual users are willing and able to assume

responsibility for the entire account to the satisfaction of the company, or (2) if there is a |

physical means, legally available to the company, of selectively discontinuing service to |

those actual users who have not met the requirements of the company’s rules and tariffs, |

the company shall make service available to the actual users who have met those requirements

i. A reasonable attempt must be made by the company to personally contact an adult person |

on the residential customer’s premises either by telephone, in person, or by mail delivery, at |

least 24 hours prior to discontinuance.

For elderly and handicapped residential customers, the company shall provide at least 48

hours’ notice by telephone or in person. For elderly or handicapped customers, if telephone

or personal contact cannot be made, a notice of discontinuance of service shall be posted

in a conspicuous location at the service address at least 48 hours prior to discontinuance

j. Residential Customer’s Remedies Upon Receipt of Discontinuance Notice

(1) If upon receipt of a 10-day discontinuance notice, a residential customer is unable to

pay, he or she must contact the company before discontinuance of service to make

payment arrangements to avoid discontinuance of service.

(2) If, after contacting the company, the residential customer alleges to the Commission an

inability to pay and that he is unable to make payment arrangements with the Company |

he or she should write to the Commission’s Consumer Affairs Branch (CAB) to make an

informal complaint. This action must be taken within the 10-day discontinuance of

service notice

(3) To avoid having service turned off while you wait for the outcome of a complaint to the CPUC (N)

specifically regarding the accuracy of your bill, please contact CAB for assistance. If your case meets

the eligibility criteria, CAB will provide you with instructions on how to mail a check or money order to be

impounded pending resolution of your case. You must continue to pay your current charges while your

complaint is under review to keep your service on. (N)

(D)

(4) Failure of the residential customer to observe these time limits shall entitle the Company

to insist upon payment or, upon failure to pay, to discontinue the customer’s service

(continued)




Resolution No. -

xxxxx-W

10426-W

Rule No. 11

DISCONTINUANCE AND RESTORATION OF SERVICE

(continued)

2330-A

Page 7



(C)

(N)

(N)

(D)




Resolution No.

xxxxx-W

11034-W

2330-A

Utility Form No. B-1

MONTHLY BILL FOR SERVICE

(Continued)

Page 2 of 3

-

Page 8


(408) 367-8200 NEW Cal. P.U.C. Sheet No.

(N)

Page 1 of 2

(N)




Resolution No. -

xxxxx-W


FINAL NOTIFICATION LETTER

2330-A

Page 9



(N)

Page 2 of 2

(N)




Resolution No. -

xxxxx-W

2330-A


FINAL NOTIFICATION LETTER

Page 10



(N)

(N)




Resolution No. -

xxxxx-W


"SHUT-OFF FOR NONPAYMENT" DOOR HANGER

2330-A

Page 11



(N)

(N)




Resolution No. -

xxxxx-W


"TERMINATION NOTICE" DOOR HANGER

2330-A

Page 12



(N)

Page 1 of 2

(N)




Resolution No. -

xxxxx-W


FINAL BILL

2330-A

Page 13



(N)

Page 2 of 2

(N)




Resolution No. -

xxxxx-W


FINAL BILL

2330-A

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CALIFORNIA PUBLIC UTILITIES COMMISSION DIVISION OF … · Advice Letter 2330-A, Updated CPUC...

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Transcript of CALIFORNIA PUBLIC UTILITIES COMMISSION DIVISION OF … · Advice Letter 2330-A, Updated CPUC...