1. Protecting Vulnerable Consumers and Promoting Marketplace Justice NATIONAL CONSUMER LAW CENTER INC  NCLC, 77 Summer St, 10th Fl. Boston, MA 02110 Phone: (617) 542-8010 Fax: (617) 542-8028 www.nclc.org Charlie Harak Email: charak@nclc.org Rights of Utility Customers National Community Action Foundation St. Petersburg, FL October 24, 2006

2. Protecting Vulnerable Consumers and Promoting Marketplace Justice NATIONAL CONSUMER LAW CENTER INC  NCLC, 77 Summer St, 10th Fl. Boston, MA 02110 Phone: (617) 542-8010 Fax: (617) 542-8028 www.nclc.org Charlie Harak Email: charak@nclc.org Strategic Overview  Learn rules/work w. individual customers  Conduct trainings  Monitor problems/dialog w. PUC  Engage w. key utility personnel  Become a presence at legislature

3. Protecting Vulnerable Consumers and Promoting Marketplace Justice NATIONAL CONSUMER LAW CENTER INC  NCLC, 77 Summer St, 10th Fl. Boston, MA 02110 Phone: (617) 542-8010 Fax: (617) 542-8028 www.nclc.org Charlie Harak Email: charak@nclc.org Overview of Regulation  Munis/coops v. IOUs  “Restructured” states  Cell phones: Sprinting to the Wild West  Wireline phones: Separate rules  Water: Separate rules

4. Protecting Vulnerable Consumers and Promoting Marketplace Justice NATIONAL CONSUMER LAW CENTER INC  NCLC, 77 Summer St, 10th Fl. Boston, MA 02110 Phone: (617) 542-8010 Fax: (617) 542-8028 www.nclc.org Charlie Harak Email: charak@nclc.org Obtaining Service – Deposits (1)  All states allow, except MA.  Limited as to max. amount and circumstances (bad payment history).  Credit history, homeownership, employment may affect deposits.  Can’t discrim. against income from pub. ass’t

5. Protecting Vulnerable Consumers and Promoting Marketplace Justice NATIONAL CONSUMER LAW CENTER INC  NCLC, 77 Summer St, 10th Fl. Boston, MA 02110 Phone: (617) 542-8010 Fax: (617) 542-8028 www.nclc.org Charlie Harak Email: charak@nclc.org Obtaining Service – Deposits (2)  Usually limited to 2 or 3 mos. of usage.  Better rules for seniors, poor, in winter.  Can be paid over time.  Often must be returned w. interest.

6. Protecting Vulnerable Consumers and Promoting Marketplace Justice NATIONAL CONSUMER LAW CENTER INC  NCLC, 77 Summer St, 10th Fl. Boston, MA 02110 Phone: (617) 542-8010 Fax: (617) 542-8028 www.nclc.org Charlie Harak Email: charak@nclc.org Obtaining Service – Prior Address/Prior Occupant  Find out details of why service denied.  Tenants not liable for bill of landlord/prior, unrelated occupant.  May be liable for roommate, spouse, etc.

7. Protecting Vulnerable Consumers and Promoting Marketplace Justice NATIONAL CONSUMER LAW CENTER INC  NCLC, 77 Summer St, 10th Fl. Boston, MA 02110 Phone: (617) 542-8010 Fax: (617) 542-8028 www.nclc.org Charlie Harak Email: charak@nclc.org Obtaining Service –ID Issues  ID often required.  Cos. may be stricter w. immigrants, minorities, certain neighborhoods.  Be alert for illegal discrimination.  Complain to PUC if SSNs demanded.

8. Protecting Vulnerable Consumers and Promoting Marketplace Justice NATIONAL CONSUMER LAW CENTER INC  NCLC, 77 Summer St, 10th Fl. Boston, MA 02110 Phone: (617) 542-8010 Fax: (617) 542-8028 www.nclc.org Charlie Harak Email: charak@nclc.org Lowering Bills – Basic Sources  WAP  LIHEAP, local fuel funds, charities  Utility discounts  Utility-funded audits, energy efficiency  [Phone: Lifeline, Link-Up]  [Water: leak-detection, conservation]

9. Protecting Vulnerable Consumers and Promoting Marketplace Justice NATIONAL CONSUMER LAW CENTER INC  NCLC, 77 Summer St, 10th Fl. Boston, MA 02110 Phone: (617) 542-8010 Fax: (617) 542-8028 www.nclc.org Charlie Harak Email: charak@nclc.org Lowering Bills: Payment Options  Budget or levelized billing  Payment plans  Changing due dates for bills  ADVOCACY TIP: Arrearage management programs

10. Protecting Vulnerable Consumers and Promoting Marketplace Justice NATIONAL CONSUMER LAW CENTER INC  NCLC, 77 Summer St, 10th Fl. Boston, MA 02110 Phone: (617) 542-8010 Fax: (617) 542-8028 www.nclc.org Charlie Harak Email: charak@nclc.org Term. Protections – Process  “Payment period” – bills not even due  2nd notice and/or “termination” notice  “Generated” v. “mailed” date  Rights usually must be included  In-person notice may be required

11. Protecting Vulnerable Consumers and Promoting Marketplace Justice NATIONAL CONSUMER LAW CENTER INC  NCLC, 77 Summer St, 10th Fl. Boston, MA 02110 Phone: (617) 542-8010 Fax: (617) 542-8028 www.nclc.org Charlie Harak Email: charak@nclc.org Term. Protections – “Safe” Days  Weekends/holidays often off-limits  Late afternoons/eves. may be protected  Fri’s/holidays may be protected  Notices may become void

12. Protecting Vulnerable Consumers and Promoting Marketplace Justice NATIONAL CONSUMER LAW CENTER INC  NCLC, 77 Summer St, 10th Fl. Boston, MA 02110 Phone: (617) 542-8010 Fax: (617) 542-8028 www.nclc.org Charlie Harak Email: charak@nclc.org Term. Protections – LL/T  Tenants not responsible for LL’s bills  Most states require notice to T’s if LL about to be terminated  T’s may have right to withhold rent  “Self-help” evictions usually illegal

13. Protecting Vulnerable Consumers and Promoting Marketplace Justice NATIONAL CONSUMER LAW CENTER INC  NCLC, 77 Summer St, 10th Fl. Boston, MA 02110 Phone: (617) 542-8010 Fax: (617) 542-8028 www.nclc.org Charlie Harak Email: charak@nclc.org Term. Protections – Disputes  No termination if bill disputed  Escrow may be required

14. Protecting Vulnerable Consumers and Promoting Marketplace Justice NATIONAL CONSUMER LAW CENTER INC  NCLC, 77 Summer St, 10th Fl. Boston, MA 02110 Phone: (617) 542-8010 Fax: (617) 542-8028 www.nclc.org Charlie Harak Email: charak@nclc.org Term. Protections – Illness  44 states have some form of protection  May require financial hardship and/or age  May require payment plan  Proof of illness required  Proof by phone may be ok initially  Often limited to 30/60/90 days

15. Protecting Vulnerable Consumers and Promoting Marketplace Justice NATIONAL CONSUMER LAW CENTER INC  NCLC, 77 Summer St, 10th Fl. Boston, MA 02110 Phone: (617) 542-8010 Fax: (617) 542-8028 www.nclc.org Charlie Harak Email: charak@nclc.org Term. Protections – Age  Elders protected in 12 states  May be limited to winter, or only requiring payment plan, specific PUC ok, or more notice  MA protects infants under 1 year  Proof of age may be required

16. Protecting Vulnerable Consumers and Promoting Marketplace Justice NATIONAL CONSUMER LAW CENTER INC  NCLC, 77 Summer St, 10th Fl. Boston, MA 02110 Phone: (617) 542-8010 Fax: (617) 542-8028 www.nclc.org Charlie Harak Email: charak@nclc.org Term. Protections – Weather  40 states have protection: by rule, ad hoc  Most are winter; some summer  Most by date; others by temperature  May require financial hardship, elderly or disabled  May require payment plan

17. Protecting Vulnerable Consumers and Promoting Marketplace Justice NATIONAL CONSUMER LAW CENTER INC  NCLC, 77 Summer St, 10th Fl. Boston, MA 02110 Phone: (617) 542-8010 Fax: (617) 542-8028 www.nclc.org Charlie Harak Email: charak@nclc.org Payment Plans  Budget plans v. deferred payment plans  Key area for aggressive advocacy  Avoid agreeing to unaffordable plan  Develop personal contacts w. cos.

18. Protecting Vulnerable Consumers and Promoting Marketplace Justice NATIONAL CONSUMER LAW CENTER INC  NCLC, 77 Summer St, 10th Fl. Boston, MA 02110 Phone: (617) 542-8010 Fax: (617) 542-8028 www.nclc.org Charlie Harak Email: charak@nclc.org Misc. Issues  Cos. that sell appliances  Bankruptcy  Line extensions

19. Protecting Vulnerable Consumers and Promoting Marketplace Justice NATIONAL CONSUMER LAW CENTER INC  NCLC, 77 Summer St, 10th Fl. Boston, MA 02110 Phone: (617) 542-8010 Fax: (617) 542-8028 www.nclc.org Charlie Harak Email: charak@nclc.org Late Charges & Reconnections  Should not be imposed on disputed $$$  “Pyramiding” of late charges not allowed  Reconnection time frames may be regulated  Reconnection fees may be waived, voluntarily or by rule

20. Protecting Vulnerable Consumers and Promoting Marketplace Justice NATIONAL CONSUMER LAW CENTER INC  NCLC, 77 Summer St, 10th Fl. Boston, MA 02110 Phone: (617) 542-8010 Fax: (617) 542-8028 www.nclc.org Charlie Harak Email: charak@nclc.org Advocacy: Consumer Division  Contact company first  Do your homework, esp. payment plans  Go up the chain of command  Meet w. consumer division head  Find back-up  Use UDAP laws

21. Protecting Vulnerable Consumers and Promoting Marketplace Justice NATIONAL CONSUMER LAW CENTER INC  NCLC, 77 Summer St, 10th Fl. Boston, MA 02110 Phone: (617) 542-8010 Fax: (617) 542-8028 www.nclc.org Charlie Harak Email: charak@nclc.org Advocacy: Training  Designate a utility expert (no “Esq” req’d)  Write a manual  Learn the rules/set up trngs.  Get the PUC/leg. to buy in  Build back-up capacity

22. Protecting Vulnerable Consumers and Promoting Marketplace Justice NATIONAL CONSUMER LAW CENTER INC  NCLC, 77 Summer St, 10th Fl. Boston, MA 02110 Phone: (617) 542-8010 Fax: (617) 542-8028 www.nclc.org Charlie Harak Email: charak@nclc.org Advocacy: Monitor Problems  Set up a “list serve”  Track payment plan benchmarks  Track compliance w. protections  Share knowledge of resources

23. Protecting Vulnerable Consumers and Promoting Marketplace Justice NATIONAL CONSUMER LAW CENTER INC  NCLC, 77 Summer St, 10th Fl. Boston, MA 02110 Phone: (617) 542-8010 Fax: (617) 542-8028 www.nclc.org Charlie Harak Email: charak@nclc.org Advocacy: Seek Better Rules  Meet informally w. PUC  Formally petition for new rules  Meet w. credit mgrs.  File legislation

24. Protecting Vulnerable Consumers and Promoting Marketplace Justice NATIONAL CONSUMER LAW CENTER INC  NCLC, 77 Summer St, 10th Fl. Boston, MA 02110 Phone: (617) 542-8010 Fax: (617) 542-8028 www.nclc.org Charlie Harak Email: charak@nclc.org Advocacy: Key Goals  Good payment plan rules  Discount rates  Arrearage mgmt. programs  “Can’t pays” and “won’t pays”  More LIHEAP funding  Energy efficiency programs