Chapter PSC 185

PSC 185.39(1)(b) (b) Advise the customer of the results of the investigation;

PSC 185.39(1)(c) (c) Attempt to resolve the dispute;

PSC 185.39(1)(d) (d) Provide the opportunity for residential customers, nonresidential customers at utility discretion, per s. PSC 185.38 (1) to enter into a deferred payment agreement when reasonable in order to resolve the dispute.

PSC 185.39(2) (2) 

PSC 185.39(2)(a) (a) After the customer has pursued the available remedies with the utility, the customer may request that the commission staff informally review the disputed issue and recommend terms of settlement.

PSC 185.39(2)(b) (b) A request for informal review may be made in any reasonable manner such as by written or telephone request directed to the commission. Either by telephone or written request, the commission staff may request the utility to investigate the dispute.

PSC 185.39(2)(c) (c) The utility shall designate employees for responding to commission complaints who are readily available and have an appropriate and sufficient authority level for investigating and resolving concerns raised by the commission and its staff. Utilities shall provide the names of the designated employees to the commission and shall promptly inform the commission of any changes in these designations. A utility shall respond to the public service commission staff’s request for an investigation by attempting to contact 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, the commission staff shall make an informal determination for settlement of the dispute and communicate that determination to both parties. Either party to the dispute may request and receive the 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.

PSC 185.39(2)(d) (d) There shall be at least 7 calendar days between the date the commission staff telephones or mails written notice of terms of settlement after informal review and any subsequent disconnection.

PSC 185.39(3) (3) 

PSC 185.39(3)(a) (a) After informal review, any party to the dispute may make a written request for a formal review by the commission. To avoid disconnection pending a formal review, the customer shall request a formal review by the commission, in writing, within 7 calendar days of the issue of the informal determination. All other requests for formal review shall be made within 30 calendar days of the date the commission staff telephones or provides written notice of terms of the settlement after informal review. If written confirmation is requested, the 30-day period begins from the date of that mailing.

PSC 185.39(3)(b) (b) Within 7 calendar 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 calendar 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 calendar 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 185.39(4) (4) 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 shall 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 185.39(5) (5) 

PSC 185.39(5)(a) (a) If the commission decides to conduct a formal hearing under sub. (4) on the dispute, the commission may condition the terms of its granting a formal hearing. Failure to meet these conditions before hearing shall constitute waiver of the dispute by the customer.

PSC 185.39(5)(b) (b) The hearing shall conform to the procedures of ss. 196.26 to 196.34, Stats.

PSC 185.39(5)(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 185.39(6) (6) 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 of the obligation of paying charges which are not in dispute, prevent disconnection of service for nonpayment of undisputed charges, or prevent the application of the late payment charge to amounts in dispute and later determined to be correct.

PSC 185.39 History History: Cr. Register, January, 1997, No. 493, eff. 2-1-97; CR 01-033: am. (2) (c), Register October 2001 No. 550, eff. 11-1-01.

subch. IV of ch. PSC 185 Subchapter IV — Records

PSC 185.41 PSC 185.41 Employees authorized to enter a customer’s premises. The utility shall keep a record of its employees authorized pursuant to s. 196.171, Stats., to enter a customer’s premises.

PSC 185.41 History History: Cr. Register, January, 1997, No. 493, eff. 2-1-97.

PSC 185.42 PSC 185.42 Customer complaints. Each utility shall investigate and keep a record of complaints from its customers in regard to safety, service, or rates, and the operation of its system. The record shall show complainant’s name and address, the date the complaint is filed, the nature of the complaint, its resolution, and the date resolved.

PSC 185.42 History History: Cr. Register, January, 1997, No. 493, eff. 2-1-97.

PSC 185.43 PSC 185.43 Construction records.

PSC 185.43(1) (1) Every utility shall prepare and maintain a record of its utility plant. The records shall include a description of the unit of property, the year of its construction, and its location. They shall be in the form of a map or descriptive table.

PSC 185.43(2) (2) Class AB utilities are required by the uniform system of accounts to institute a perpetual inventory of their assets known as continuing property records. A continuing property record system shall contain the following criteria and detail:

PSC 185.43(2)(a) (a) The system shall be arranged by plant accounts as prescribed by the Uniform System of Accounts;

PSC 185.43(2)(b) (b) All property units shall be described in sufficient detail to permit their identification and shall have location information to allow verification of their physical existence;

PSC 185.43(2)(c) (c) All property units shall be identified with construction costs to establish their original cost for capitalization and retirement accounting;

PSC 185.43(2)(d) (d) The age and service life of property units shall be calculable for depreciation studies. The original cost, description, and age of the property unit at retirement shall be converted into mortality records and permanently retained. (See s. PSC 185.19);

PSC 185.43(2)(e) (e) Source documents supporting the original cost and quantities of property units shall be preserved for a period of 6 years after the plant is retired. (See s. PSC 185.19.) An exception is when a utility maintains approved continuing property records and permanent mortality records, then supporting documents need only be preserved for a period of 6 years after construction is completed. This provision meets commission requirements but may not satisfy other record-keeping needs;

PSC 185.43(2)(f) (f) Maps may be part of the continuing property records if they contain the description of the unit, its location, and the year of its construction. For maps to become the Continuing Property Record, the units shall be referenced to their original cost.

PSC 185.43(3) (3) A utility may apply for a waiver from any portion of subs. (1) and (2). Such application shall state the paragraphs to which a waiver is requested. Also, the utility shall provide the reasons it cannot or shall not have to comply with subs. (1) through (2) (f) and the impacts such a waiver would have on the utility’s ability to maintain usable continuing property records, if any.

PSC 185.43 History History: Cr. Register, January, 1997, No. 493, eff. 2-1-97.

PSC 185.44 PSC 185.44 Records and reports of service interruptions.

PSC 185.44(1) (1) Each utility shall notify the commission as soon as possible of any unusual occurrence which has caused or is expected to cause an interruption of service for one hour or longer to all of the customers or 500 (or more) customers, whichever number is the smaller. (This supplement does not preempt the requirements of ch. PSC 104.)

PSC 185.44 Note Note: See also s. PSC 185.88, Interruptions of service.

PSC 185.44(2) (2) Each utility shall maintain a record of each interruption (as defined in sub. (1)) showing the date and time it began, the duration, the cause, and the approximate number of customers affected.

PSC 185.44 History History: Cr. Register, January, 1997, No. 493, eff. 2-1-97.

PSC 185.45 PSC 185.45 Pumpage records. A record shall be kept of the amount of water pumped into the distribution system each day from each station. The daily pumpage shall be summarized by months and such daily records and monthly summaries kept on file.

PSC 185.45 History History: Cr. Register, January, 1997, No. 493, eff. 2-1-97.

PSC 185.46 PSC 185.46 Metering equipment records.

PSC 185.46(1) (1) Meter test records.

PSC 185.46(1)(a) (a) A utility shall create a record of a meter test whenever a meter is tested. If the meter is tested again, the utility need not retain the previous test record once the information in that record has been entered in the meter history record. The meter test record shall include all of the following:

PSC 185.46(1)(a)1. 1. Identification of the meter.

PSC 185.46(1)(a)2. 2. The service address at which the meter is installed.

PSC 185.46(1)(a)3. 3. The date of the test.

PSC 185.46(1)(a)4. 4. A statement of “as found” accuracies.

PSC 185.46(1)(a)5. 5. A statement of “as left” accuracies, when applicable.

PSC 185.46(1)(a)6. 6. The name of the person making the test.

PSC 185.46(1)(b) (b) Meter test records and meter history records may be kept as separate records or one record.

PSC 185.46(2) (2) Meter history records.

PSC 185.46(2)(a) (a) Each utility shall keep a history record for each meter sufficient to fulfill the requirements of s. PSC 185.19, including all of the following:

PSC 185.46(2)(a)1. 1. The date the meter was placed into service.

PSC 185.46(2)(a)2. 2. The information in all of the meter’s test records under sub. (1).

PSC 185.46(2)(a)3. 3. The date the meter was retired from service.

PSC 185.46(2)(b) (b) Meter test records and meter history records may be kept as separate records or one record.

PSC 185.46 History History: Cr. Register, January, 1997, No. 493, eff. 2-1-97; CR 13-033: r. and recr. (1), (2) Register July 2015 No. 715, eff. 8-1-15.

PSC 185.47 PSC 185.47 Other records. Other required records which are referred to elsewhere in this chapter include records of adjustment of customer bills (s. PSC 185.35 (8)), main flushing (s. PSC 185.86), valve and hydrant operations, pumpage and metered consumption (s. PSC 185.85 (2)), and service interruptions (s. PSC 185.88).

PSC 185.47 History History: Cr. Register, January, 1997, No. 493, eff. 2-1-97.

subch. V of ch. PSC 185 Subchapter V — Engineering

PSC 185.51 PSC 185.51 Requirement for good engineering practice. The design and construction of the utility’s water plant shall conform to good standard engineering practice and shall conform to the requirements of this chapter and the requirements of appropriate federal, state, and local regulatory authorities.

PSC 185.51 History History: Cr. Register, January, 1997, No. 493, eff. 2-1-97.

PSC 185.52 PSC 185.52 General construction requirements.

PSC 185.52(1) (1) Mains.

PSC 185.52(1)(a) (a) Installed depth. Mains shall be placed at such depth or otherwise protected as shall prevent freezing.

PSC 185.52(1)(b) (b) Dead-ends. Where practical the utility shall design its distribution system to avoid dead-end mains. Where dead-ends are necessary, hydrants or other flushing devices shall be installed to permit flushing. (See s. PSC 185.86.)

PSC 185.52(1)(c) (c) Networked systems. Where practical the distribution system shall be laid out to maximize service reliability.

PSC 185.52(1)(d) (d) Segmentation of system. Valves shall be provided at reasonable intervals and at appropriate locations so that repairs to or maintenance of the mains shall minimize service interruptions.

PSC 185.52(1)(e) (e) Location of mains. Utility-owned mains shall be located either in public right-of-way, or in a readily accessible easement. As much as possible, easements shall be free of pavement, expensive landscaping, mobile home pads, etc.

PSC 185.52(1)(f) (f) Main ownership conditions. A utility may choose whether or not it shall accept for ownership the mains within a mobile home park. Mains may only be accepted if they meet the utility’s construction standards and the requirements of ss. PSC 185.51 and 185.52.

PSC 185.52(2) (2) Service laterals.

PSC 185.52(2)(a) (a) Installed depth. Laterals shall be placed at such depth or otherwise protected as will prevent freezing.

PSC 185.52(2)(b) (b) Single connections. A customer’s lateral shall be directly connected to utility-owned facilities, and there shall be no other customer connection downstream from the utility’s shut-off valve. This does not apply to multi-occupancy premises, such as apartments, condominiums, and shopping centers.

PSC 185.52 History History: Cr. Register, January, 1997, No. 493, eff. 2-1-97.

PSC 185.53 PSC 185.53 Metering configuration.

PSC 185.53(1) (1) Master metering. Unless a utility owns the water distribution facilities within a mobile home park, condominium association, trust, etc., the private system shall be master metered and the park owner, condominium association, trust, etc., shall be the utility’s billable customer.

PSC 185.53(2) (2) Individual metering. A utility may only provide retail service directly to individual dwellings within a mobile home park, condominium association, trust, etc., if the distribution facilities within the mobile home park, condominium association, trust, etc., are owned by the utility on easements. Such facilities may only be accepted for ownership at a utility’s discretion and only if the facilities meet the utility’s construction standards and the requirements of ss. PSC 185.51 and 185.52.

PSC 185.53 History History: Cr. Register, January, 1997, No. 493, eff. 2-1-97.

subch. VI of ch. PSC 185 Subchapter VI — Customer Meters, Accuracy Requirements

PSC 185.61 PSC 185.61 Meters.

PSC 185.61(1) (1) All meters used for measuring the quantity of water delivered to a customer shall be in good working condition. They shall be adequate in size and design for the type of service measured and shall be accurate to the standard specified in s. PSC 185.65. Cold water meters of the turbine type shall be used for metered service only where the actual flow rates fall entirely within the normal test flow limits of the meter.

PSC 185.61(2) (2) Meters and remote reading devices necessary for the billing of utility service shall be owned and maintained by the utility except where otherwise authorized by the commission.

PSC 185.61(3) (3) A utility may sell meters if such meters are to be used solely for nonutility purposes, such as unregulated sewer service. This section does not prohibit the sale of meters between utilities.

PSC 185.61 History History: Cr. Register, January, 1997, No. 493, eff. 2-1-97; CR 23-070: am. (1) Register June 2024 No. 822, eff. 7-1-24.

PSC 185.65 PSC 185.65 Accuracy requirements for meters.

PSC 185.65(1) (1) The test flow limits for positive displacement, compound, and turbine meters shall be as follows:

- See PDF for table

PSC 185.65 Note Note: See AWWA Standards C-700 (Positive Displacement Meters), C-702 (Compound Meters), and C-701 (Turbine Meters).