325.1 Available Information
A. Facilities for Providing Electric Service
The Cooperative maintains at each of its business offices and makes available to applicants and others entitled to the information a current set of maps, plans, and records showing the facilities available for service.
B. Cost of Providing Service
Upon request for service by residential applicant or for transfer of service by a residential customer, the Cooperative informs the Applicant or Customer of the Cooperative’s lowest priced alternatives available at the Customer’s location. The Cooperative shall provide this information beginning with the lowest priced alternative and giving full consideration to applicable equipment options and installation charges. The Cooperative does not assume responsibility that Customer receives electric service under the most favorable rate schedule. If a change in Change in Customer’s load or installation occurs which would make Customer eligible for a more favorable rate schedule, it is Customer’s responsibility to notify Cooperative in writing of such changes and request that a different rate schedule be applied. Cooperative is not required to bill Customer under the more favorable rate schedule until a written Agreement For Electric Service is in effect between Customer and Cooperative specifying the new rate schedule. When Customer selects a rate schedule, or changes its installation to be eligible for selection of new rate schedule, Cooperative is not required to make any refunds covering the difference between the charges under the rate schedule in effect and those under any other rate schedule which would be applicable to the same service.
C. Tariffs
At each of its business offices, the Cooperative maintains and makes available for inspection a copy of its current tariffs including all rate schedules and rates relating to service. A copy of any applicable portion of the tariff will be provided upon request. Notice of the availability of such tariffs is posted in each business office in the same are where applications for service are received.
D. Meter Reading
Upon request, the Cooperative advises its Customers of the method of reading meters.
325.2 Customer Complaints
A. Upon complaint to the Cooperative by a Customer either at its office, by letter or by telephone, the Cooperative shall promptly make a suitable investigation and advise the complainant of the results thereof.
B. In the event the complainant is dissatisfied with the Utility’s report, the Cooperative advises the complainant of the Public Utility Commission’s complaint process.
C. The Cooperative keeps a record of complaints showing the name and address of the complainant, the date and nature of the complaint and the adjustment or disposition thereof for a period of two years subsequent to the final settlement of the complaint. Complaints with reference to rates or charges and complaints which require no remedial action by the Cooperative need not be recorded.
325.3 Interest on Deposits; and Interest on Over/Under Billings
If the Cooperative requires a deposit to be made by an applicant or customer, the Cooperative shall pay interest on such deposit as follows:
1. If refund of deposit is made within 30 days of receipt of the deposit, no interest payment is required;
2. If the Cooperative retains the deposit more than 30 days, payment of interest shall be made retroactive of the date of the deposit.
Payment of the interest to the consumer shall be annually if requested by the consumer or if at the time the deposit is returned or credited to the consumer’s account plus accrued interest.
The deposit shall cease to draw interest on the date it is returned or credited to the customer’s account.
The rates of interest to be paid on customer deposits in accordance with Tex. Rev. Civ. Stat. Ann. Art. 1440a (Vernon 1989) and overbillings or underbillings in accordance with PUC substantive rule 2345(g) are established annually on December 1 for the subsequent calendar year by the Commission as reflected in the order setting interest rates included in this tariff.
When the Customer has paid bills for service for twelve (12) consecutive residential billings or for twenty-four (24) consecutive commercial or industrial billings without having service disconnected for nonpayment of a bill and without having more than two occasions in which a bill was delinquent, and when the Customer is not delinquent in the payment of the current bills, the Cooperative shall promptly and automatically refund the deposit plus accrued interest to the Customer in the form of cash or credit to a Customer’s bill, or void the guarantee. If the Customer does not meet these refund criteria the deposit and interest may be retained.