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Frequently Asked Questions

Who does the PSC regulate?

The PSC is charged with regulating the intrastate rates and services of over 1500 utility companies throughout the state. Utilities under PSC jurisdiction are investor-owned electric, gas, telecommunications, certain water and sewer utilities, rural electric and telephone cooperatives and water districts and associations.

The PSC does not regulate city-owned utilities, cable TV, voice-over internet phone service, garbage collection, propane gas companies, internet service or TVA utilities.

Why is my bill so high this month?

There are various factors that can cause customer bills to increase dramatically from one billing period to another. Weather temperatures, number of days in a billing period, estimated or actual read, and increases in rates are the most common causes for the billing amount to change.

Other factors that can cause utility bills to increase are malfunctioning furnaces, air conditioners, water heaters, refrigerators, along with line leaks or breaks. Customers may ask the utility to perform an energy audit to determine if there is a problem on the customer's side of the meter.

I have been disconnected. What do I do now?

Customers disconnected for non-payment should contact the utility to determine the cost to re-activate their service. Disconnected customers may face a reconnect charge as well as a deposit in addition to payment of the outstanding bill.

Customers may negotiate a payment plan with the company for reconnection during the months of November through March if they are "income qualified" for certain public assistance programs and if they secure and present an official "Certificate of Need" from the state social services office.

Can a utility shut off my service without notice?

Sometimes based on the following circumstances:

In all other cases, utilities are required to mail customers a disconnect notice (10 days for electric and gas; 5 days for water, sewer, and telephone). The utility is required to send a disconnect notice but is not responsible for lost mail. If the customer fails to receive a bill (or disconnect notice), the customer is still responsible for the payment.

Do I have to pay the previous tenant's bill in order to obtain utility service?

No. As long as you or anyone in your household did not live at the address where the balance was incurred, you cannot be held responsible for a prior tenant's bill.

In past decisions, it is the opinion of the Commission that the person who applies for and receives service is solely responsible for the charges of that particular account.

Why can't you pick the utility you want?

Electric, gas, water, and sewer utilities have protected service areas and are not currently open to competition. Telephone service, including long distance and dial tone, are open to competition. Competition in the electric and natural gas areas is being studied.

Do I have to pay a deposit?

Yes, a utility may require from any customer a minimum cash deposit or other guaranty to secure payment of bills for new accounts, change in credit, or if any substantial change in usage occurs. Utilities can also require an additional deposit if customers fail to maintain a satisfactory payment record or are disconnected.

Why is the required deposit so high?

A utility may require from any customer a minimum cash deposit or other guaranty to secure payment of bills. Customer deposits are based on 2/12 of the customer's annual bill or can be a calculated amount as set in the utility's filed tariff.

Can I make installments on deposit?

Usually you can make installment payments on the account plus your regular monthly bill. Deposits are divided into three or four equal installments as stated in the utility's filed tariff.

Why does it take so long to restore my service after a storm or from being disconnected?

A storm damages not only your utility lines but also substations, transformers, and utility poles. In many instances, utility crews have to remove trees and other debris before beginning the restoration process.

If the damage is widespread, it may be necessary to call in additional personnel, and restoration can take days or even weeks.

When a customer has been disconnected for non-payment, utilities have 24 hours to restore service once payment has been made.

Can the telephone company change my long distance service without my authorization?

No. Telephone service that is switched to another carrier without authorization is referred to as "slamming."

If this occurs, customers should contact their local telephone company to restore their preferred carrier, place a "freeze" on their account, and report the issue to the PSC. A copy of the phone bill may be required for investigation.

My phone rings and no one is there. What do I do about harassing calls?

"Phantom calls" are sometimes experienced and should be investigated by the phone company. These calls are often computer-generated and may result from equipment failure.

Harassing calls should be reported to the phone company’s annoyance call bureau. Complaints against telemarketing calls should go to the Attorney General's Office.

Why does the phone not work every time that it rains?

Lines sometimes malfunction during wet weather due to moisture. Customers should report outages to the company and contact the Commission if unresolved.

The water company will not provide service to my house. Why can't I have water?

Water service is provided in accordance with 807 KAR 5:066 Section 11.

Why is my water pressure so low?

The Commission requires utilities to maintain a minimum of 30 pounds of pressure. Issues should be reported for correction.

Does my water meter have to be located on my property?

Not necessarily. The utility determines the location based on the distribution line.

Do utility personnel have the right to be on my property without notice or trim trees without my permission?

Utilities have rights-of-way easements on properties where service is provided. Land deeds recorded at the courthouse normally stipulate these easements. Recorded easements transfer with the property.

807 KAR 5:006 Section 19 states that utilities shall have access at reasonable hours to meters and equipment for maintenance and operation. Utility employees must carry identification or wear a uniform indicating their affiliation.

The utility company did damage to my property. Do they not have to pay for it?

The PSC does not have the authority to award damages. Requests for compensation must go through the court system or insurance providers. The PSC may assist by mediating complaints.

Why do you not "look after the public" since your name is the Public Service Commission?

The PSC ensures that utilities provide safe, adequate, and reliable service at fair, just, and reasonable rates. The Commission balances the interests of both the public and the utility providers.

How do I file a complaint with the PSC?

Customers should first contact the utility to attempt resolution. If unresolved, complaints may be filed through the PSC website, by phone, fax, or mail.

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