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 business hours.
- You have to 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.
- 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 had 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, and
- Pay one third (1/3) of your outstanding bill ($200 maximum), and
- Accept referral to the Human Resources’ Weatherization Program, and
- Agree to a repayment schedule that will cause your bill to become current by October 14.
- 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).
The Customer Bill of Rights is referenced in 807 KAR 5:006 Section 13.