Each
utility must provide service without unreasonable delay to anyone in its service
area who makes proper application. Utilities may require that service be requested
in writing. A utility must receive prior commission approval of its rates, charges
and conditions for service, and must maintain a copy of its tariffs in its office
for public inspection. The tariffs contain all rate schedules, a schedule of charges
and the rules and regulations of the utility company.
When you apply for electric or gas service,
the utility can ask that you establish credit by furnishing a cash deposit, a satisfactory
guarantor to secure payment of bills, an irrevocable letter of credit from a bank,
or a surety bond. If you furnish a cash deposit, the utility is required to pay
six percent interest on the deposit if service is not terminated within six months.
Residential deposits must be refunded after 23 months of service, provided that
a prompt payment record has been established. To establish a prompt payment record,
you cannot have (a) made more than one late payment for the proceeding 12 months,
(b) paid with a bad check, (c) been disconnected for nonpayment, (d) tampered with
the meter, or (e) used unauthorized service. Under certain circumstances, such as
repeated late payment of bills or continued bills in excess of the amount of the
current deposit, the company may require an additional deposit. However, the total
amount of the requested deposit cannot exceed the average actual charge for electric
or gas service for two billing periods for the most recent 12 month period. The
company must give a 30-day written notice of an additional deposit request. When
an account is closed, the deposit can be credited to the final bill and any balance
must be refunded to you within 15 days.
In most cases, the utility company is
required to read your meter and send bills monthly. You have 20 days from the postmark
date or date of delivery to pay the bill. If payment is not made by the due date
on the bill, service may be discontinued provided the company sends a 5 working-day
written notice that the account is delinquent and subject to interruption of service.
Noncommercial service may not be discontinued for nonpayment of a bill between 12
noon on a Friday and 8:00 a.m. the following Monday, or between 12 noon on the day
before a holiday and 8:00 a.m. the next working day. Also, service cannot be discontinued
or withheld because a previous occupant did not pay the bill, as long as the current
customer did not benefit from the previous unpaid service. Each customer has the
right to request and receive information from the utility as to the method of reading
meters and computing bills, and be given an explanation of the utility’s rates applicable
to the customer’s class of service. Upon request of any customer, the utility is
required to assist the customer in obtaining the rate which is most advantageous
for the customer’s service requirements.
If you suspect your meter is not accurately
measuring your electric or gas consumption, you can request that the utility test
the accuracy of the meter. The utility will perform the test at no cost to you,
providing the meter has not been tested within the last 12 months. You may request
an appointment with the utility’s representative so that you can be present to witness
the test, and you may request that a PSC representative witness the test as well.
If you are not satisfied with the results of the utility’s test, the utility can
make arrangements for the meter to be tested at an independent testing facility
of your choice. If you request an independent test, you are responsible for negotiating
with and paying the independent test facility. You are also responsible for any
costs to the utility associated with facilitating the independent test procedure.
If the meter is found to be running fast, in excess of the limits established by
Commission rules, the cost of testing will be refunded to the customer.
The utility must notify the customers
prior to a scheduled interruption in your area. Sometimes, service is interrupted
due to circumstances beyond the control of the utility. The utility is not required
to notify the customer when that happens, but the utility is obligated to restore
service as soon as possible.
The Public Service Commission in Florida
is responsible for the economic regulation of investor-owned electric and natural
gas companies throughout the state, assuring adequate service and setting just,
reasonable, compensatory and not unfairly discriminatory rates. The Commission consists
of five members appointed by the Governor and confirmed by the Senate.
The PSC and its staff are always ready
to answer questions about the regulation of public utilities. The Commission can
assist the customers of regulated utilities with problems regarding their utility
service. However, customers should first attempt to resolve complaints with the
utility. After giving the company adequate time to correct the problem, if you still
are not satisfied, call the Florida Public Service Commission's Division of Safety, Reliability and Consumer Assistance in Tallahassee.
PSC Consumer Complaints Form
Our toll-free number is 1-800-342-3552.
You may also fax us at 1-800-511-0809,
or contact the PSC via the following e-mail address:
contact@psc.state.fl.us
A complaint analyst will be glad to help you.
Or write to the:
Florida Public Service Commission
Division of Safety, Reliability and Consumer Assistance
2540 Shumard Oak Boulevard
Tallahassee, Florida 32399-0850
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