HEFPA

General

100

What does HEFPA stand for?

Home Energy Fair Practices Act

200

Does HEFPA protect Residential Customers, Non-Residential Customers or both?

HEFPA protects Residential Customers only.

300

What is the State agency that enforces HEFPA?

The PSC (Public Service Commision) enforces HEFPA

400

Does HEFPA protect Electric, Natural Gas or both customers? 

HEFPA protects both Electric and Natural Gas customers.  

500

What Website can you refer a customer to if they have questions about their rights as a Electric/Gas customer?

You can refer a customer to www.dps.ny.gov for information or to view HEFPA guidelines.  

Applications

100

In what section of HEFPA can the guidelines for Residential applications service be found?

Section 11.3

200

What 4 pieces of information are required to deem an oral application complete?  

Name 

Address

Telephone number

Previous address

Section 11.3 (4) (v)

300

How many business days shall be obligated to provide service to any applicant who meets requirements?  

5 (Five) business days 

Section 11.3 (4)

400

In what instance can we require an applicant to complete a written application?  

1. (a) “there are arrears at the premises to be served and service was terminated, disconnected or suspended for nonpayment or is subject to a final notice of termination, disconnection or suspension” 

2. (b) “there is evidence of meter tampering or theft of service”

3. (c) “the meter has advanced and there is no customer of record”

4. (d) “the application is made by a third party on behalf of the person(s) who would receive service”

Section 11.3 (4) (V) (a-d)

500

Customer owes company $ from an old account that's closed.  They are trying to begin service in their name at a new location.  Name 2 instances in which they are able to reopen an account.  

(i) “the applicant makes full payment for residential service..”

(ii) “the applicant agrees to make payments under a deferred payment plan of any amounts due for service to a prior account in his or her name..” 

(iii) “the applicant has a pending billing dispute pursuant to section 11.20 of this Part with respect to any amounts due for service to a prior account in his or her name and has paid any amounts required to be paid pursuant to those provisions” 

(iv) “the applicant is a recipient of or an applicant for public assistance, supplemental security income benefits or additional State payments pursuant to the Social Services Law, and the distribution utility receives from an official of the social services district in which the applicant resides, or is notified by such an official that it is entitled to receive, payment for services due to a prior account in the applicant’s name together with a guarantee of future payments to the extent authorized by the Social Services Law” 

(v)“the commission or its authorized designee directs the provision of service” 

 Section 11.3 (2) i-v)

Residential Deposits

100

Name 2 instances in which a deposit would be required? 

• -if a customer is seasonal     Section 11.12 (b) 
• -if a customer is short-term     Section 11.12 (b) 
• “..no utility shall require any new residential customer to post a security deposit as a condition of receiving utility service, unless such new customer is a seasonal or short-term customer”
• -if the customer is delinquent in payment     Section 11.12 (d)(2)(i-ii) 
• “a utility may require a deposit from a residential customer as a condition of service if that customer is delinquent in payment of his or her utility bills.”
• -if upon PSC review, they require we take a deposit from a new residential customer who fails to provide reasonable proof of identity.     Section 11.12 (d)(4)
• “A utility may require deposits as a condition of receiving utility service from new residential customers who fail to provide reasonable proof of identity.. ..provided a hearing has been held pursuant to Public Service law.. ..and required findings have been made by the commission”

200

How long can we hold a residential deposit for? 

12 months (1Year)

Section 11.12 (h)

300

What two types of customers are exempt from paying a residential deposit?  

Public assistance recipients, SSI recipients, those who receive any additional state assistance or persons over the age of 62

Section 11.12 (f) (g)

400

How is a deposit amount calculated? 

The deposit amount it twice the monthly average bill, OR if it’s a heating customer, it can be twice the monthly average bill for the heating season.

Section 11.12 (h)

500

Can we give a payment agreement on a deposit? If so for how long? 

Yes. We can extend a payment agreement for 12 months. 

Section 11.12 (d) (3)