PSC 113.0406 HistoryHistory: Cr. Register, July, 2000, No. 535, eff. 8-1-00; CR 13-048: r. (7) Register July 2014 No. 703, eff. 8-1-14. PSC 113.0407(1)(1) Whenever the customer disputes the utility’s request for a deposit or other guarantee, or advises the utility’s designated office that all or any part of any billing as rendered is in dispute, or that any matter related to the disconnection or refusal of service is in dispute, the utility shall: PSC 113.0407(1)(d)(d) Provide the opportunity for the residential customer to enter into a deferred payment agreement under s. PSC 113.0404 when applicable in order to resolve the dispute. PSC 113.0407(1)(e)(e) When a utility designates an agent to handle disputes and inquiries and when the agent refuses or fails to adequately address the disputes and inquiries, upon complaint or other indicator of such refusal or failure, the dispute resolution responsibility required under this section reverts to the utility. PSC 113.0407(1)(f)(f) When utility payments are made electronically or through vendors, credit cards, or other third party and when these third parties have a contractual relationship with the utility, the dispute/inquiry resolution responsibility remains with the utility. PSC 113.0407(2)(2) After the customer has pursued the available remedies with the utility, he or she may request that the public service commission staff informally review the disputed issue and recommend terms of settlement. PSC 113.0407(3)(a)(a) A customer’s request for informal review may be made in any reasonable manner such as by written request or telephoned request directed to the public service commission. By telephone or written request the public service commission staff may request the utility to investigate the dispute. PSC 113.0407(3)(b)(b) The utility shall designate employees for responding to commission complaints who are readily available and have an appropriate and sufficient authority level for investigating concerns raised by the commission and its staff. Utilities shall promptly inform the commission of any changes in these designations. A utility shall respond to public service commission staff’s request for an investigation by contacting the complainant within 48 hours for most circumstances, or 4 hours in an emergency situation and by providing a response to the commission within 10 business days. Staff may extend this time period if the utility requests more time to complete its investigation. Based on information provided by the utility and the customer, public service commission staff shall make an informal determination for settlement of the dispute and communicate that determination to both by telephone or mail. Either party to the dispute may request and receive the public service commission staff determination and the basis for it, in writing. Commission staff shall inform any customer disputing an informal determination of the right to pursue a formal review. Staff shall include any information or arguments that the customer believes the commission should consider. PSC 113.0407(3)(c)(c) There shall be at least 7 days between the date the public service commission staff telephones or mails written notice of terms of settlement after informal review and any subsequent disconnection. PSC 113.0407(4)(a)(a) After informal review, any party to the dispute may make a written request for a formal review by the commission itself. To avoid disconnection pending a formal review, the customer must request a formal review by the commission, in writing, within 7 days of the issue of the informal determination. All other requests for formal review shall be made within 30 days of the date the commission staff telephones or mails written confirmation if the staff telephone notice is requested and mailed, the 30 day period begins from the date of that mailing. PSC 113.0407(4)(b)(b) Within 7 days of receiving a request for formal review in a dispute involving a pending disconnection of service, the commission shall make a determination whether to grant the request for formal review. The commission shall base its determination on the request for formal review and commission staff’s informal complaint file. Within 35 days from the time that all other requests for formal review are made, commission staff shall provide the commission with a memorandum based on the information it has received from the utility and the customer. A copy of the commission staff memorandum shall be provided to the parties 15 days prior to consideration by the commission. Either party to the complaint may file a response to the commission staff’s memorandum. These comments shall be filed with the commission 2 working days prior to the date scheduled for consideration by the commission. The commission shall inform both parties of its decision. PSC 113.0407(5)(5) Either party to the complaint may request that the commission reconsider its formal determination under this section. Such requests shall comply with s. 227.49, Stats. and must be received by the commission within 20 days of mailing of the commission’s determination. A request for reconsideration shall include any additional information or arguments that the party believes were not considered in the original complaint. The commission may review and reaffirm its original decision, issue a new decision, or decide to hold hearing on the matter for the gathering of additional information. PSC 113.0407(6)(a)(a) If the commission decides to conduct formal hearing under sub. (5) on the dispute, the commission may condition the terms of its granting a formal hearing. Failure to met these conditions before hearing shall constitute waiver of the dispute by the customer. PSC 113.0407(6)(c)(c) Any such hearing shall be held not less than 10 days following a notice of hearing and a decision thereon shall be rendered following the conclusion of the hearing. PSC 113.0407(7)(7) Utility service shall not be disconnected or refused because of any disputed matter while the disputed matter is being pursued in accordance with the provisions of this section. The utility shall inform the customer that pursuing a disputed matter does not relieve the customer or the obligation of paying charges which are not in dispute, or prevent disconnection of service for nonpayment of undisputed charges. PSC 113.0407 HistoryHistory: Cr. Register, July, 2000, No. 535, eff. 8-1-00. PSC 113.0408PSC 113.0408 Application for residential service. PSC 113.0408(1)(1) For purposes of this section, “written” or “in writing” means legibly printed on paper or, with the intended recipient’s permission, legibly printed in an electronic form that the recipient can electronically store and retrieve for future reference. PSC 113.0408(2)(b)(b) A utility may require a verbal or written application for residential service. The utility shall establish a written policy for when a written application is required. A utility may accept an application for service from a person other than the user or potential user of service. PSC 113.0408(2)(c)1.1. Except as provided in par. (d) and sub. (3), a utility may only require that an applicant provide the following information in an application: PSC 113.0408(2)(c)1.a.a. Legal name and birthdate of the user of service and the person responsible for bill payment, if different than the user. PSC 113.0408(2)(c)1.b.b. If the user of service has telephone service, the telephone number of the user of service. If the person responsible for bill payment is different than the user and the person responsible for bill payment has telephone service, the utility may also require the telephone number of the person responsible for bill payment. Lack of telephone service is not grounds for service refusal. PSC 113.0408(2)(c)2.2. A utility shall accept any of the following items as adequate initial identification data, although it may accept other forms of identification: PSC 113.0408(2)(c)3.3. If a utility requests the initial identification data under subd. 2., it shall inform the applicant of all acceptable forms of initial identification data and allow the applicant to choose which the applicant wishes to provide. PSC 113.0408(2)(d)(d) If a utility determines that an applicant’s response under par. (c) 1. a. to f. indicates that additional information is necessary to further evaluate the applicant’s credit history or identity, the utility may require the applicant’s addresses for the past 6 years as part of its application for service. Each utility shall establish a written policy for requesting the application information under this paragraph. PSC 113.0408(2)(e)(e) A utility may request information other than that listed in pars. (c) and (d), but before requesting it the utility shall inform the applicant that providing that information is optional. PSC 113.0408 NoteNote: See sub. (3) (a) about what can be required if an applicant refuses to provide the initial identification data under s. PSC 113.0408 (2) (c) 1. g. PSC 113.0408(3)(a)(a) A utility may require verification of the initial identification data or the residency, or both, of the person responsible for bill payment under any of the following circumstances: PSC 113.0408(3)(a)1.1. The application is for service at a premises where a bill remains unpaid for service provided within the previous 24 months. PSC 113.0408(3)(a)2.2. The person responsible for bill payment has an outstanding bill with the utility but claims that the bill was accrued in the person’s name as a result of identity theft. PSC 113.0408(3)(a)3.3. The applicant fails to provide the initial identification data under sub. (2) (c) 1. g. or the utility finds, with reasonable certainty, that the initial identification information is inaccurate. PSC 113.0408(3)(b)(b) A utility shall establish a written policy for when it will require verification of identity or residency under par. (a). PSC 113.0408(3)(c)(c) A utility shall accept any of the following items as adequate verification of identity, although it may accept other forms of verification: PSC 113.0408(3)(c)1.a.a. Valid driver’s license or other photo identification issued by a state, U.S., or tribal governmental entity. PSC 113.0408(3)(c)2.f.f. Current employee photo identification card that includes information, such as the employer’s telephone number or address, which can be used for verification purposes. PSC 113.0408(3)(c)2.g.g. Letter of identification from a social service agency or employer that includes information, such as the agency or employer’s telephone number or address, which can be used for verification purposes. PSC 113.0408(3)(d)1.1. A utility shall accept any one of the following items as adequate verification of an applicant’s residency, although it may accept other forms of verification: PSC 113.0408(3)(d)1.e.e. Current paycheck or pay stub showing the applicant’s name and address, and the employer’s name. PSC 113.0408(3)(d)2.2. A utility may require an applicant to provide information that may be used for verification purposes, such as a telephone number or address, if the applicant submits one of the items in subd. 1. b., c., e., or f. to the utility. PSC 113.0408(3)(e)(e) If a request for verification of identity or residency is based on par. (a) 2., the utility may require that the applicant provide the information in s. 196.23 (1), Stats. PSC 113.0408(3)(f)(f) If a utility requests information under this subsection, it shall inform the applicant of all items that are acceptable for verification of identity or residency, and allow the applicant to choose which items the applicant wishes to provide. PSC 113.0408(3)(g)(g) If an applicant refuses to provide the information under sub. (3) (c) or (d) or a utility finds, with reasonable certainty, that the verification is falsified, the utility may request an additional item, refuse service or disconnect service. PSC 113.0408(4)(a)(a) Except under exceptional circumstances, a utility shall approve or deny an application for service no later than 10 calendar days after receipt of the information required under this section. An expected high volume of requests for service shall not constitute exceptional circumstances. PSC 113.0408(4)(b)(b) A utility shall notify the applicant in writing within 5 days of its denial. A utility may notify an applicant verbally before written notification is sent. An application shall be considered denied when a service refusal has been finalized and no immediate conditions that could change that refusal remain. The notification shall include all of the following: PSC 113.0408 NoteNote: For example, if a utility has told a customer that it would supply service if the customer makes a payment, enters a deferred payment agreement or provides additional identity or residency information under sub. (3), the refusal is still conditional and has not been finalized.
PSC 113.0408(4)(c)(c) If a third party applies for service, a utility shall send written notification of the application to the most recent previous address of the person responsible for payment and the address for which service has been requested. PSC 113.0408(4)(d)(d) If an applicant indicates that a third party is responsible for payment, a utility shall send written notification of the approval or denial of an application to both the third party and the applicant within 5 days of the application’s approval or denial, although a utility may notify the third party and applicant before written confirmation is sent. If service is refused, the written notification shall include the information in par. (b) 1. to 3. PSC 113.0408 HistoryHistory: CR 13-048: cr. Register July 2014 No. 703, eff. 8-1-14; s. 35.17 correction in (4) (a) Register July 2014 No. 703.
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