Rights & Responsibilities

Rights & Responsibilities

Your Rights and Responsibilities As a Utility Customer

As a utility customer, you have many important rights and responsibilities to ensure fair dealings between you and your utility company.

These rights and responsibilities include your right to:

  • Safe and reliable utility service.
  • A clear and concise bill.
  • Fair credit and deposit policies.

Your utility company has the responsibility to honor all of these rights. You, the customer, have the responsibility to know your rights and to know how your utility should provide you with service. This information highlights questions you may have about your utility billing, credit, dispute, and shut-off practices.

You also have the right to:

  • Know how your utility bill is calculated.
  • Check your utility bill for accuracy.
  • Question or disagree with the utility company.
  • Receive continuous utility service if you meet your responsibilities.
  • Restrict your personal information.
  • Shop for an electric or natural gas supplier.

You have the responsibility to:

  • Pay your bill on time.
  • Provide the utility access to its meter.
  • Give the utility at least seven days advance notice before you move or wish to have service discontinued.  

You have additional protections outlined in this guide if you:

  • Are a victim of domestic violence with a Protection From Abuse Order.
  • Live in a low-income household.
  • Are seriously ill or a member of the household is seriously ill.

Your utility company has the responsibility to honor all of these rights. You, the customer, should know your rights and fulfill your responsibilities to maintain your service.

Learn more about your rights as a utility customer by reading the full booklet.