N.J. Admin. Code § 14:3-3A.4

Current through Register Vol. 56, No. 21, November 4, 2024

Section 14:3-3A.4 - Additional notice requirements for discontinuance of residential and special customers

(a) The notice requirements in this section shall apply in addition to the requirements in N.J.A.C. 14:3-3A.3.

(b) Each public utility shall annually notify all residential customers that, upon request, notice of discontinuance of service will be sent to a designated third party, as well as to the customer.

(c) Each public utility shall make good faith efforts to determine which of their residential customers are over 65 years of age, and shall make good faith efforts to notify such customers of discontinuance of service by telephone in addition to notice by regular mail. This effort may consist of an appropriate inquiry set forth on the notice informing customers that they may designate a third party to receive notice of discontinuance. This provision shall not apply to utilities that make good faith efforts to contact all residential customers by telephone prior to discontinuance and file with the Board a statement setting forth such procedure.

(d) Electric, gas, water, and wastewater utilities shall solicit information from their residential customers quarterly, at a minimum, in order to determine the presence of any life-sustaining equipment on the customer's premises. This subsection does not apply to telecommunications public utilities.

(e) All utilities shall develop customer outreach plans that educate the public and customers on the procedures and guidelines to qualify and apply for medical certification status to be distributed to all customers quarterly.

(f) Each public utility shall provide written notice to the Board's Division of Customer Assistance at least 14 business days prior to the discontinuance of service to a hospital, nursing home, assisted care facility, public or private school, college or university, or airport or other major transportation facility including, but not limited to, railroad, bus and subway facilities. The notification shall include:

1. The name of the customer of record;

2. The location of the premises;

3. The amount owed;

4. A statement of account including payment history;

5. The method of and attempts made for negotiation and resolution; and 6. The scheduled discontinuance date.

(g) When the customer is a public utility under the Board's jurisdiction, the serving utility shall concurrently serve a copy of the notice of discontinuance on the Board.

(h) On all notices of discontinuance to residential customers, from all public utilities, there shall be included:

1. A statement that the utility is subject to the jurisdiction of the New Jersey Board of Public Utilities. The statement shall include the address and the following telephone numbers for the Board: (609) 341-9188 and 1-(800)-624-0241 (toll free);

2. A statement that in the event the customer is either unable to make payment of a bill or wishes to contest a bill the customer should contact the utility. The notice shall contain information sufficient for the customer to make appropriate inquiry; and

3. A statement that if a customer is presently unable to pay an outstanding bill, the customer may contact the utility to discuss the possibility of entering into a reasonable deferred payment agreement. In the case of a residential customer receiving more than one service from the same utility, the statement shall state that deferred payment agreements are available separately for each utility service.

(i) On all notices of discontinuance to residential electric, gas, water, and wastewater customers there shall be included, in addition to the other information required pursuant to this subchapter, all of the following:

1. A statement that the customer may dispute a charge in accordance with N.J.A.C. 14:3-7.6, and may contact the Board of Public Utilities to request assistance in the resolution of a bona fide disputed charge and further, that a customer may also request a formal hearing concerning such disputed charge;

2. A statement that if, within five days of disputing the charges, a request is made to the Board of Public Utilities for an investigation of the disputed charge, the customer's service shall not be discontinued for nonpayment of bills, provided all undisputed charges are paid; and

3. A statement that a customer may have counsel, or a third party of the customer's choosing, present when appearing before a utility to contest a bona fide disputed charge.

(j) The statements required to be included on notices of discontinuance of electric, gas, water, and wastewater customers pursuant to (h) and (i) above shall be printed on the back of the notice under the headline (in boldface) " UTILITY CUSTOMER BILL OF RIGHTS." The headline shall be printed in type no less than one-half inch in height (36 points). The Utility Customer Bill of Rights shall be printed in type no less than 1/6 inch in height (12 points). Nothing other than the Utility Customer Bill of Rights shall be printed on the back of the notice. On the front of the notice shall appear a statement in boldface type indicating that important information regarding the customer's rights is found on the back of the notice.

(k) Each public utility shall provide in any communication to a residential customer, in connection with an overdue utility bill, information about the availability of the Winter Termination Program and utility assistance from any of the following programs that may exist at the time: the Universal Service Fund, the Low Income Home Energy Assistance Program, the Low Income Household Water Assistance Program, or any other utility assistance program administered by the State. Such information regarding the Winter Termination Program shall be provided to customers November 15 through March 15.

(l) Each water utility shall provide the following notice to customers with fire protection service or multi-use service, in addition to the other notice required in this section:

1. At least 30 days prior to the discontinuance of fire protection service or multi-use service, the utility shall give notice of the discontinuance via certified mail to the following:

i. The fire protection or multi-use service customer of record;

ii. The property owner, if different than the customer of record;

iii. The mayor of the municipality in which the service is provided;

iv. The fire chief of the municipality in which the service is provided;

v. The enforcing housing code official of the municipality in which the service is provided;

vi. The enforcing uniform fire code official of the municipality in which the service is provided;

vii. The welfare officer of the municipality in which the service is provided; and

viii. The Board of Public Utilities; and

2. If fire protection service or multi-use service is discontinued, the water utility shall, immediately after the discontinuance, notify via certified mail the parties listed in (j)1 above and in addition shall provide notice by surface mail, e-mail or telephone to:

Insurance Services Office, Inc.

Customer Service Department

Eastern Regional Processing Center

4 B Eves Drive

Marlton, New Jersey 08053

E-Mail: Attention of Mr. Rick Vance, Manager

e-mail address:

rvance@iso.com

Phone: 800-444-4554, Option 3 for Customer Service

N.J. Admin. Code § 14:3-3A.4

Amended by 52 N.J.R. 1566(a), effective 8/3/2020

Amended by 54 N.J.R. 1612(a), effective 8/15/2022

Amended by 56 N.J.R. 1026(a), effective 6/3/2024