Code of the District of Columbia

§ 34–132. Notice to customers.

*NOTE: This section was added by emergency legislation that will expire on October 22, 2021.*

(a) A company shall provide notice, as described in subsection (d) of this section, to a customer regarding the customer's account at least 60 days in advance of disconnecting, suspending, or degrading service, inclusive of disconnection procedures in section 311 of Title 15 of the District of Columbia Municipal Regulations (15 DCMR § 311).

(b)(1) On or before October 12, 2021, a company shall provide notice as described in subsection (d) of this section to customers with a bill past due. Notice under this paragraph shall be mailed to the customer in hard copy and the phrase "PAST DUE" shall be clearly printed on the bill or envelope.

(2) Notice under this subsection shall take the form of a flyer included in monthly customer bills or prominent language on the bill and be included in both hard-copy and electronic-form bills.

(c) A past due or disconnection notice sent to a customer by a company shall include notice as described in subsection (d) of this section.

(d) Notice under [this section] shall be issued in at least English and Spanish. The notice shall include information on:

(1) The availability of payment assistance programs;

(2) Information on eligibility for payment assistance programs and the process to apply to each payment assistance program;

(3) The right of customers to remain eligible for relief from disconnection, suspension, or degradation of service; provided, that they are eligible for relief under § 34-131(a)(5); and

(4) A customer's right to contact OPC for assistance with negotiating a payment plan on the customer's behalf.

(e) The Public Service Commission and Board of Directors of the District of Columbia Water and Sewer Authority ("DC Water Board of Directors") may issue regulations regarding customer engagement criteria and customer notice requirements consistent with § 34-131.