Customer Bill of Rights
As a residential customer of a regulated public utility in Kentucky, you are guaranteed the following rights subject to Kentucky Revised Statutes and the provisions of the Kentucky Public Service Commission Administrative Regulations:
• 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 a 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.
• 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 the discontinuance of the service has been corrected.
• If you have not been disconnected, you have the right to maintain your natural gas and electric services 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:
1. Present a Certificate of Need issued by the Kentucky Cabinet for Human Resources, and
2. Pay one third (1/3) of your outstanding bill ($200 maximum), and
3. Accept referral to the Human Resources’ Weatherization Program, and
4. 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).