Rights of Utility Customers

1. Rights of Utility Customers National Community Action Foundation St. Petersburg, FL October 24, 2006 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

2. 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 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

3. Overview of Regulation • Munis/coops v. IOUs • “Restructured” states • Cell phones: Sprinting to the Wild West • Wireline phones: Separate rules • Water: Separate rules 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

4. 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 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

5. 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. 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

6. 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. 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

7. 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. 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

8. 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] 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

9. Lowering Bills: Payment Options • Budget or levelized billing • Payment plans • Changing due dates for bills • ADVOCACY TIP: Arrearage management programs 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

10. 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 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

11. 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 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

12. 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 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

13. Term. Protections – Disputes • No termination if bill disputed • Escrow may be required 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

14. 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 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

15. 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 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

16. 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 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

17. Payment Plans • Budget plans v. deferred payment plans • Key area for aggressive advocacy • Avoid agreeing to unaffordable plan • Develop personal contacts w. cos. 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

18. Misc. Issues • Cos. that sell appliances • Bankruptcy • Line extensions 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

19. 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 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

20. 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 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

21. 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 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

22. Advocacy: Monitor Problems • Set up a “list serve” • Track payment plan benchmarks • Track compliance w. protections • Share knowledge of resources 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

23. Advocacy: Seek Better Rules • Meet informally w. PUC • Formally petition for new rules • Meet w. credit mgrs. • File legislation 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

24. 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 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