“Taking Charge of Your Utility Usage”

You

PUCNUtility

Rights, Responsibilities, Capabilities

THE PUBLIC UTILITIES COMMISSION OF NEVADA (PUCN) Established by state law in 1911 Supervises and regulates the operation and

maintenance of public utilities An independent body balancing the interests of

ratepayers and utilities:◦ CUSTOMERS: just & reasonable rates◦UTILITIES: a fair return on its investments

Mission: enable universal access to affordable, efficient, safe, and reliable utility service in Nevada

WHICH UTILITIES ARE REGULATED?

Electric* Natural gas* Water and wastewater service* Gas and electric “master meter” service at mobile

home parks Telephone (only local, landline) Some propane systems (only single source, single

dwelling) Also involved in monitoring gas pipelines, railroad

safety, and excavation near underground installations.*(except for municipal systems, co-operatives, and General Improvement Districts)

The PUCN Consumer Bill of Rights◦ Are contained in the “tariffs”◦ Designed to make it easy to obtain utility services and keep

those services ◦ Recognizes that utilities provide vital services which must be

made available to all

WHAT RIGHTS DO YOU HAVE?

Eliminates deposits unless customer has poor credit history

Limits size of deposit and allows for installment payments Requires utilities to offer budget billing program Requires payment plans for needy customers Offers special protection for the elderly and handicapped Postpones service termination when health is at risk Provides third party notice prior to service termination Allows customers to apply for service via phone or mail

PUCN CONSUMER BILL OF RIGHTS

What are my options if I am injured, very ill and/or become financially unable to pay my utility bills?

CONSUMER ISSUES: PROGRAMS

NV ENERGY◦Third-party Protection

CONSUMER ISSUES: PROGRAMS

NV ENERGY◦Third-party Protection◦Green Cross

CONSUMER ISSUES: PROGRAMS

NV ENERGY◦Third-party Protection◦Green Cross◦Equal Payment Plan

CONSUMER ISSUES: PROGRAMS

NV ENERGY◦Third-party Protection◦Green Cross◦Equal Payment Plan

CONSUMER ISSUES: PROGRAMS

Questions should be directed to NV Energy: (702) 402-5555

NV ENERGY◦Third-party Protection◦Green Cross◦Equal Payment Plan◦Comfort Savings

CONSUMER ISSUES: PROGRAMS

NV ENERGY◦Third-party Protection◦Green Cross◦Equal Payment Plan◦Comfort Savings◦Project REACH: Designed to help vulnerable

adults over the age of 62 years, medically fragile or Reserve and National Guard members.

CONSUMER ISSUES: PROGRAMS

NV ENERGY◦Third-party Protection◦Green Cross◦Equal Payment Plan◦Comfort Savings◦Project REACH: Designed to help vulnerable

adults over the age of 62 years, medically fragile or Reserve and National Guard members.

CONSUMER ISSUES: PROGRAMS

Questions should be directed to NV Energy: 1-866-920-7822

SOUTHWEST GAS (SWG)◦Third Party Notification

CONSUMER ISSUES: PROGRAMS

SOUTHWEST GAS (SWG)◦Third Party Notification◦Deferred Payment Plan

CONSUMER ISSUES: PROGRAMS

SOUTHWEST GAS (SWG)◦Third Party Notification◦Deferred Payment Plan◦Equal Payment Plan

CONSUMER ISSUES: PROGRAMS

SOUTHWEST GAS (SWG)◦Third Party Notification◦Deferred Payment Plan◦Equal Payment Plan◦Energy Share Program

CONSUMER ISSUES: PROGRAMS

SOUTHWEST GAS (SWG)◦Third Party Notification◦Deferred Payment Plan◦Equal Payment Plan◦Energy Share Program

CONSUMER ISSUES: PROGRAMS

Questions should be directed to Southwest Gas: 1-877-860-6020

STATE OF NEVADA The Nevada Energy Assistance Program: ◦ assistance with utility bills to income qualified households

Residents may call 1-866-846-2009 to learn more or apply.

CONSUMER ISSUES: PROGRAMS

Lifeline and Link-Up: Affordable Telephone Service for Income-Eligible Consumers◦ Lifeline: discounts on basic monthly service at primary

residence.◦ Link-Up America: pays ½ (up to a maximum of $30) of the

initial installation fee for a traditional landline telephone, or activation fee for a wireless telephone for a primary residence. Also allows participants to pay the remaining amount owed on a deferred schedule, interest-free.

To apply, contact you local telephone company or the Public Utilities Commission of Nevada.

CONSUMER ISSUES: PROGRAMS

Nevada 211 (www.nevada211.org)

CONSUMER ISSUES: RESOURCES

Nevada 211 (www.nevada211.org)◦ Basic Human Needs - Food, clothing, shelter, temporary financial

assistance, transportation, disaster assistance◦ Physical & Mental Health - Crisis intervention, prenatal care, support

groups, counseling, drug and alcohol intervention, rehabilitation, children’s health insurance programs

◦ Financial Stability - Rent and utility assistance, unemployment benefits, job training, education programs, WIC, credit counseling, food stamps

◦ Support for Older Americans & Persons with Disabilities - home health care, adult day care, Meals on Wheels, respite care, transportation, homemaker services

◦ Support for Children, Youth & Families - childcare, after-school programs, family resource centers, summer camps, recreation programs, mentoring, tutoring, literacy programs, protective services

◦ Volunteer Opportunities and Donations

CONSUMER ISSUES: RESOURCES

MEDICAL POSTPONEMENT If I or someone in my home is ill or injured and I have trouble

paying my bill, can I get a medical certificate to prevent disconnection of my service?

CONSUMER ISSUES: THE ‘TARIFFS’ (Rules)

MEDICAL POSTPONEMENT If I or someone in my home is ill or injured and I have trouble

paying my bill, can I get a medical certificate to prevent disconnection of my service?

YES. A medical postponement does not relieve the

responsibility of the customer to pay the bill. A customer who obtains a medical postponement will be asked to sign a payment plan

CONSUMER ISSUES: THE ‘TARIFFS’ (Rules)

How much notice does a utility have to give before service can be disconnected?

CONSUMER ISSUES: THE ‘TARIFFS’ (Rules)

How much notice does a utility have to give before service can be disconnected?

Electric/Gas: a 10 day written notice If bill is not paid within at least eight days before the day you

are to be disconnected, the company must mail or deliver another 48-hour written notice.

Telephone/water companies: a 5 day written notice

CONSUMER ISSUES: THE ‘TARIFFS’ (Rules)

Can my service be shut off on a weekend or holiday? What are the rules that apply to electric restoration

if a customer is shut off for non-payment?

CONSUMER ISSUES: THE ‘TARIFFS’ (Rules)

Read the “tariffs.” Tariffs are the rules that govern utility service, and spell out the rights and responsibilities of ratepayers and utilities. If you believe a utility has violated one of these rules, then you have grounds for a complaint.

RULE 7! (Or, visit online): ◦www.nvenergy.com◦www.swgas.com◦www.centurylink.com

Call PUCN Consumer Complaint Division

EDUCATE YOURSELF: TARIFFS

‘The cheapest unit of energy is the one you never use . . .’ US Department of Energy – Energy Efficiency and

Renewable Energy◦ www.energysavers.gov

U.S. Environmental Protection Agency and the U.S. Department of Energy “Energy Star” ◦ www.energystar.gov

Energy Tips from NV Energy: ◦ www.nvenergy.com

Energy Tips from SWG: ◦ www.swgas.com

EDUCATE YOURSELF: CONSERVATION

811 is the national number designated by the Federal Communications Commission to help protect do-it-yourselfers, landscapers and contractors from unintentionally hitting underground utility lines while working on digging projects – large and small.

EDUCATE YOURSELF: Call Before You Dig

Have you attempted to resolve the problem with the utility? Does the PUCN regulate the company? What are the grounds for your complaint? How should you file your complaint? ◦ Most complaints that the PUCN handles are by phone. These informal

complaints are normally handled within one day of receipt. You can also call for information regarding utility service, or to file a protest against a utility: Las Vegas: (702) 486-2600 Reno/Carson City: (775) 684-6100 ALSO: puc.nv.gov (Comment/Complaint Form)

YOU HAVE A COMPLAINT . . . WHAT SHOULD YOU DO?

Ideally – Attend Consumer Sessions◦ General Consumer Sessions◦ Rate Cases◦ Non-Rate Cases

Hearings and other functions of the PUCN are “quasi-judicial” and quite similar to a court of law

“Open Dockets”

GET INVOLVED

On average, the PUCN handles 100 to 150 cases or more at any given moment throughout the year

All proceedings are open to attendance by the public; nothing is deliberated or decided behind closed doors

Cases or ‘dockets’ typically involve four primary types, and offer varying levels of participation: ◦ Contested Cases◦ Rulemakings◦ Investigatory Dockets◦ Annual Filings/Uncontested Matters

Format and opportunity for comment varies

GET INVOLVED

Agendas◦ The gathering of all Commissioners (or a quorum)◦ The Commission “in action”◦ Public comment at the beginning and end of every

regular agenda Majority of work is achieved at previous pre-hearing

conferences, hearings, workshops, rulemakings, investigations, etc.

◦ Agendas often (but not always) the final step or ‘act’ by the commission on a docket There may be ‘motions to reconsider’ or

‘compliances’ not yet achieved that keep a docket open

GET INVOLVED

More Information on Commenting◦Request to be included on “service lists” to be

provided with notices regarding specific cases◦ Form available on the PUCN website (Service

List Request/Address Change form): puc.nv.gov/Forms/AdminForms.aspx

Contact Consumer Outreach Director

GET INVOLVED

The Bureau of Consumer Protection (Office of the Attorney General) functions as the consumer advocate – it is your voice before the Commission. ◦ Advocate for reliable public utility service at the lowest reasonable

cost, particularly for residential and small business customers. ◦ Represents the public interest before the PUCN, as well as federal

utility regulatory agencies, courts and all other forums with jurisdiction over Nevada public utilities.

◦ Do not typically deal with individual cases◦ Contact: Office of the Attorney General, 100 North Carson Street,

Carson City, NV 89701, (775) 684-1100; 555 East Washington Avenue Suite 3900, Las Vegas, NV 89101, (702) 486-3420

◦ ag.state.nv.us

GET INVOLVED

Thank You.

For more information:(702) 486-2600

Las Vegas

(775) 684-6100Carson City

puc.nv.gov