OAR 860-021-0405: Notice of Pending Disconnection of Residential Electric or Gas Utility Service

(1) When a written notice is given under these rules: (a) The notice must conform to the requirements of OAR 860-021-0010 concerning multilingual requirements and service on any designated representative; and (b) The notice must conform to the requirements of OAR 860-021-0326 if the energy utility's records show the billing address is different than the service address or the residence is a master-metered multi-family dwelling. The notice may be addressed to "tenant" or "occupant." The envelope must bear a bold notice stating, "Important notice regarding disconnection of utility service," or words to that effect. (2) The notice must be printed in boldface type and must state in language that is as clear and simple as possible: (a) The reason for the proposed disconnection; (b) The earliest date for disconnection; (c) An explanation of the Commission's complaint process and toll-free number; and (d) If the disconnection is for nonpayment of services rendered, including failure to abide by a time payment agreement, the notice must also state: (A) The amount to be paid to avoid disconnection; (B) An explanation of the time payment agreement provisions of OAR 860-021-0415; (C) An explanation of the medical certificate provisions of OAR 860-021-0410; and (D) The name and telephone number of the appropriate unit of the Department of Human Services or other agencies that may be able to provide financial assistance. (3) The energy utility must provide written notice to the customer at least 20 days before disconnecting residential service except when the disconnection is made: (a) At the request of the customer; (b) For failure to pay a deposit or make payments in accordance with the terms of a deposit payment arrangement; (c) For new customers within 60 days of the establishment of new service, for use of false identification to establish service, continue service or verify identity; (d) For meter tampering, diverting service or theft of service; or (e) For an emergency endangering life or property under OAR 860-021-0315. (4) The energy utility may not send a notice of disconnection for nonpayment of services rendered, including failure to abide by a time payment agreement, before the due date for payment of a bill. (5) The energy utility must serve the 20-day notice of disconnection in person or send it by first-class mail or electronically to the customer's last known address. Service is complete on the date of personal delivery, electronic transmittal, or on the day after the date of the US Postal Service postmark or postage metering. (6) The energy utility must provide written notice to the customer at least five business days before disconnecting residential service except when the disconnection is made: (a) At the request of the customer; (b) When the facilities provided are unsafe creating an emergency endangering life or property under OAR 860-021-0315. (7) The disconnection notice must inform the customer that service will be disconnected on or after a specific date and must explain the alternatives and assistance that might be available as required in section (2) of this rule. (8) The energy utility must serve the five-day notice of disconnection in person or send it by first-class mail or electronically to the customer’s last known address. Service is complete on the date of personal delivery, electronic transmittal, or on the day after the date of the US Postal Service postmark or postage metering. (a) If notification is delivered to the residence, the energy utility must attempt personal contact. (b) If personal contact cannot be made with the customer or an adult resident, the energy utility must leave the notice in a conspicuous place at the residence. (9) The energy utility must make a good-faith effort to personally contact the customer or an adult at the residence to be disconnected on the day the energy utility expects to disconnect service or, where the service address has remote disconnection capability installed, at least three business days prior to the day the energy utility expects to disconnect service: (a) If contact is made, either in person or via the telephone, the energy utility must advise the customer or an adult at the residence of the proposed disconnection; or (b) If contact is not made, the energy utility must: (A) Leave a notice in a conspicuous place at the residence informing the customer that service has been, or is about to be, disconnected; or (B) Where the service address has remote disconnect capability installed, attempt to contact the customer at least once, two days prior to the expected date of disconnection. If contact is attempted via telephone and an answering machine or service is available, the utility must leave a message informing the customer of the proposed disconnection. (10) When an energy utility has an in-person or telephone conversation with the customer or an adult at the residence under this rule, and the circumstances are such that a reasonable person would conclude the customer or an adult at the residence does not understand the possible consequences of disconnection, the utility must: (a) Notify the Department of Human Services and the Commission; and (b) Delay the proposed disconnection date for five additional business days. (11) When the energy utility makes personal contact under this rule, the utility's representative making contact may be empowered to accept reasonable partial payment of the overdue balance under the time-payment provisions of OAR 860-021-0415. If an energy utility has a policy to not allow collections at the door, the utility representative shall attempt to notify the customer of methods to pay the outstanding balance or a reasonable partial payment to prevent disconnection. The energy utility shall delay disconnection as determined by the utility and notify the customer in such case that they have a minimum of 24 hours for the eustemer to contact the energy utility and make adequate payments. (12) An energy utility must document its efforts to provide notice under this rule and make that documentation available to the customer and the Commission upon request.