1	Kentucky Public Service Commission CONSUMER SERVICES
2	CONSUMER SERVICES
3	Consumer Services
4	Informal Complaints Customer first talks to the utility and attempts to resolve the dispute. If unresolved, the utility advises the customer of the opportunity to contact the PSC for review of the dispute. Customer may contact the PSC by telephone, fax, e-mail, letter, or in person. Use of the toll-free number or e-mail allows the complaint to be handled with the greatest speed and efficiency. Most complaints are handled over the telephone. Commission staff acts as a mediator, using information from the customer, the utility, tariffs, laws, Orders, etc. when attempting to resolve the dispute.
5	COMPLAINT PROCESS
6	Consumer Services Investigators routinely answer more than 2,500 telephone calls each month. Most callers are requesting information regarding regulations, tariffs, and utility company practices. Refunds, savings, and credits to consumers is now being tracked. In 2005, we helped consumers receive $731,108. So far in 2006, we have helped consumers receive $130,742.
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8	Customer Bill of Rights Under Kentucky Law Purpose: To educate customers of their rights and of utility’s basic service obligations under Kentucky law and Commission’s administrative regulations.
9	Customer Bill of Rights Residential customers in Kentucky are guaranteed rights subject to Kentucky Revised Statutes and the provisions of the Kentucky Public Service Commission Administrative Regulations. The Customer Bill of Rights is referenced in 807 KAR 5:006 Section 13.
10	Customer Bill of Rights You have the right to service provided you (or a member of your household whose debt was accumulated at your address) are not indebted to the utility. You have the right to inspect and review the utility’s rates and tariffed operating procedures during the utility’s normal office hours. You have the right to be present at any routine utility inspection of your service conditions. You must be provided a separate, distinct disconnect notice alerting you to a possible disconnection of your service if payment is not received. You have the right to dispute the reasons for any announced termination of your service. You have the right to negotiate a partial payment plan when your service is threatened by disconnection for non-payment. You have the right to participate in equal, budget payment plans for your natural gas and electric service.
11	Customer Bill of Rights You have the right to maintain your utility service for up to thirty (30) days upon presentation of a medical certificate issued by a health official. You have the right to prompt (within 24 hours) restoration of your service when the cause for discontinuance of the service has been corrected. If you have not been disconnected, you have the right to maintain your natural gas and electric service for up to thirty (30) days if you present a Certificate of Need issued by the Kentucky Cabinet for Human Resources between November and the end of March. If you have been disconnected due to nonpayment, you have the right to have your natural gas or electric service reconnected between the months of November through March provided you: Present a Certificate of Need issued by the Kentucky Cabinet for Human Resources Pay one third (1/3) of your outstanding bill ($200 maximum) Accept referral to the Human Resources’ Weatherization Program Agree to a repayment schedule that will cause your bill to become current by October 15. You have the right to contact the Public Service Commission regarding any dispute that you have been unable to resolve with your utility. Call toll free 1-800-772-4636.
12	Termination of Utility Service Utility service may be stopped or terminated under some conditions. Non-Payment of Bill Disconnect cannot occur for gas or electric service before 27 days after the original mailing date of the unpaid bill. Disconnect cannot occur for water, sewer, or telephone service before 20 days after the original mailing date of the unpaid bill. The disconnect notice must be sent 10 days prior to disconnect before cut-off of electric or gas service and 5 days prior to disconnect for water, sewer, or telephone service. Payment plans may be negotiated to keep service from termination.
13	Termination of Utility Service Violation of Rules Disconnection is permitted only after written notice of problem and after a grace period to correct situation. Dangerous Situation Immediate disconnection is permitted with a follow-up of a written explanation. Action is required by customer before reconnection.
14	Consumer Relations
15	Utility Obligations to the Customer Utility must offer service to customers within its service territory. Customers may review utility’s rates and current approved tariff at all utility offices. Customers may be present when utility is inspecting service conditions. Utilities must provide separate notice prior to disconnection. Customers are allowed to dispute disconnection announcements.
16	Utility Obligations to the Customer Utilities must negotiate partial payment plans when disconnection for nonpayment is threatened. Utilities must offer budget payment plans. Utilities must accept medical certificates of need provided by health care professionals. Utilities must reconnect within 24 hours when the customer account is in good standing after disconnection.
17	Formal Complaints Customers have the right to file a formal complaint. This does not mean that the complaint was not resolved at the informal process, but that the consumer refuses to accept the mediation results.
18	Formal Complaints Customer request for a formal investigation of a complaint must be made in writing. The complaint is assigned a case number and made part of the Commission’s docket of cases. Commission issues an Order to the utility to satisfy the complainant’s request or to file an answer to the complaint. Utility and customer may negotiate a settlement to resolve the dispute. Settlement Proposal must be submitted to the Commission for review and approval. Without a Commission-approved Settlement, the commission holds a hearing at which the utility and complainant present their positions. Commission issues an Order with its decision on the case.
19	Complaint Activity Reports are created in-house on a monthly basis. If you are interested in monthly complaint activity, you can contact Consumer Services. Utilities can view quarterly reports related to complaint activity by visiting the following web site: http://psc.state.ky.us/consumer_intra/consapp1.htm.
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22	TOP 5 COMPLAINT REASONS as of August 24,2006 Billing (46) Rates/Policies (38) Service Quality/Repair (33) Disconnection (19) Refusal to provide service (17)
23	Educational Materials Utility’s Annual Reports Brochures Bill Inserts Past Orders Future School-Related Efforts
24	Speaker’s Bureau Staff Involvement Types of Groups Participating Information Shared
25	Public Service Announcements Television Radio Newspapers
26	Topics for Discussion Tenant/Landlord responsibilities Customer being disconnected/requesting service in someone else’s name at same location. Leak adjustments Customer education-rate increases