The Utility Consumer Bill of Rights Information About the Rights and Responsibilities of Utility Consumers in the District of Columbia DC Office of the People's Counsel, th Street, NW, Suite 500, Washington, DC Phone (202) TTY/TTD (202) Fax (202) Office of the People’s Counsel for the District of Columbia Representing, Educating and Advocating for DC Utility Consumers

What is the Office of the People’s Counsel ? 2 The Office: Is a statutory party of right in gas, electric and telephone utility proceedings before the D.C. Public Service Commission Represents District consumers before Federal agencies Authorized to investigate the operation of utility companies independently of any pending proceeding Assists individual consumers in disputes with local utility companies Educates consumers and conducts community outreach regarding utility issues

What is the Utility Consumer Bill of Rights? The original UCBOR, first adopted in 1979, is the Public Service Commission’s (PSC) consumer protection rules that govern the rights, duties and responsibilities of residential consumers and utilities operating in D.C. (i.e., electric, natural gas, and local telephone companies). The PSC has recently revised its consumer protection rules, which became effective in September

Why were Revised Rules Needed? In January 2004, OPC asked the PSC to revise its consumer protection rules to reflect changes in utility regulation over the last 30 years. Many of the proposed revisions were developed in response to concerns communicated to OPC through consumer complaints. 4

What are the Key Changes that Benefit District Consumers? Whenever the meter reader is on the premises and cannot make an actual reading, the utility shall provide customers with a way to report a customers meter reading (by internet, telephone, or in writing). The utility must provide a customer a meter reading card upon request. The utilities must give consumers detailed instructions on how to read their meter when initiating new service and annually thereafter. Consumers are not required to disclose their social security numbers to obtain new or maintain existing service. If a utility requests this information, the utility must inform consumers that providing this information is voluntary and will not affect the provision of service to the consumer. 5

What are the Key Changes that Benefit District Consumers? The use of guarantors instead of a cash deposit to establish service for utility applicants will continue. Utility field representatives must produce identification and wear clothing bearing the companies name and logo. Consumers must notify a utility three business days in advance of the discontinuance of service and are only responsible for energy consumed for three days after notifying the utility. Notification can be by telephone, in writing, or in person at the utility’s office. All deferred payment agreements must be in writing, and must include standard information including date of agreement, amount over due, payment terms and the steps the utility will take to enforce the terms of the agreement. The agreement must also include steps to be taken if a customer defaults on payment. 6

What are the Key Changes that Benefit District Consumers? Each utility must have access to Spanish-speaking translators. Third-party verification of consumer enrollment with competitive energy service suppliers will be maintained. The UCBOR now includes detailed rules governing the rights, duties, and responsibilities of consumers and telecommunications providers in the provision of local telecommunications service. 7

Conclusion If you have a complaint or concern contact the utility first. If you are unable to resolve the dispute with the utility, you may contact the Office of the People’s Counsel by phone at (202) or online at OPC’s website: 8

For more information regarding educational materials available from the Office of the People’s Counsel Call (202) or Visit us on the web Produced by the DC Office of the People’s Counsel Representing, Educating and Advocating for DC Utility Consumers An Independent Agency of the District of Columbia Government DC Office of the People's Counsel, th Street, NW, Suite 500, Washington, DC Phone (202) TTY/TTD (202) Fax (202)