Section 779.1 Of Article 3. Equipment, Practices, And Facilities From California Public Utilities Code >> Division 1. >> Part 1. >> Chapter 4. >> Article 3.
779.1
. (a) Every electrical, gas, heat, or water corporation shall
allow every residential customer at least 19 days from the date of
mailing its bill for services, postage prepaid, for payment of the
charges demanded. No corporation subject to this section may
terminate residential service for nonpayment of a delinquent account
unless the corporation first gives notice of the delinquency and
impending termination, at least 10 days prior to the proposed
termination, by means of a notice mailed, postage prepaid, to the
customer to whom the service is billed, not earlier than 19 days from
the date of mailing the corporation's bill for services, and the
10-day period shall not commence until five days after the mailing of
the notice.
(b) Every corporation shall make a reasonable attempt to contact
an adult person residing at the premises of the customer by telephone
or personal contact at least 24 hours prior to any termination of
service, except that, whenever telephone or personal contact cannot
be accomplished, the corporation shall give, either by mail or in
person, a notice of termination of service at least 48 hours prior to
termination.
(c) Every corporation shall make available to its residential
customers who are 65 years of age or older, or who are dependent
adults as defined in paragraph (1) of subdivision (b) of Section
15610 of the Welfare and Institutions Code, a third-party
notification service, whereby the corporation will attempt to notify
a person designated by the customer to receive notification when the
customer's account is past due and subject to termination. The
notification shall include information on what is required to prevent
termination of service. The residential customer shall make a
request for third-party notification on a form provided by the
corporation, and shall include the written consent of the designated
third party. The third-party notification does not obligate the third
party to pay the overdue charges, nor shall it prevent or delay
termination of service.
(d) Every notice of termination of service pursuant to subdivision
(a) or (b) shall include all of the following information:
(1) The name and address of the customer whose account is
delinquent.
(2) The amount of the delinquency.
(3) The date by which payment or arrangements for payment is
required in order to avoid termination.
(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 amortization
of 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) The telephone number of a representative of the corporation
who can provide additional information or institute arrangements for
payment.
(8) The telephone number of the commission to which inquiries by
the customer may be directed.
All written notices shall be in a clear and legible format.
(e) Any residential customer whose complaint or request for an
investigation has resulted in an adverse determination by the
corporation may appeal the determination to the commission. Any
subsequent appeal of the dispute or complaint to the commission is
not subject to this section.
(f) If a residential customer fails to comply with an amortization
agreement, the corporation shall not terminate service without
giving notice to the customer at least 48 hours prior to termination
of the conditions the customer is required to meet to avoid
termination, but this notice does not entitle the customer to further
investigation by the corporation.
(g) No termination of service may be effected without compliance
with this section. Any service wrongfully terminated shall be
restored without charge for the restoration of service, and a
notation thereof shall be mailed to the customer at his or her
billing address.