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20.53.08.00.htm 20.53.08.00. Title 20 PUBLIC SERVICE COMMISSION Subtitle 53 COMPETITIVE ELECTRICITY SUPPLY Chapter 08 Supplier-Consolidated Billing Customer Protections Authority: Public Utilities Article, §2-113, 2-121, 5-101, 7-505, 7-507, 7-511, and 7-603, Annotated Code of Maryland
20.53.08.01.htm 20.53.08.01. 01 Scope.. A. This chapter applies to suppliers providing supplier-consolidated billing services.. B. The requirements in this chapter are in addition to all other requirements in COMAR relating to the provision of retail supply.
20.53.08.02.htm 20.53.08.02. 02 Alternative Payment Plans.. A. A supplier is not required to offer alternative payment plans.. B. The supplier shall promptly notify the customer of the outcome of a request for an alternative payment plan.
20.53.08.03.htm 20.53.08.03. 03 Deposits.. A. A supplier may charge a customer a deposit for supplier-consolidated billing, subject to the following:1) A supplier may request a maximum of 4 months of supply charges for a deposit related to commodity service;2) A supplier is not required to apply its deposit from §A(1) of this regulation or the interest accrued to any utility charges held by the supplier;3) Any interest earned on deposits held by a supplier shall be returned to the customer if the depos
20.53.08.04.htm 20.53.08.04. 04 Late Payment Charges.. A. A supplier shall only charge a late fee if it is specified in the customer痴 contract.. B. A supplier may not charge a late fee in excess of 5 percent..
20.53.08.05.htm 20.53.08.05. 05 Customer Bill Record Retention.. A. A supplier shall retain customer billing records for the length of time necessary to permit both the supplier and the utility to comply with Regulation .06 of this chapter, but not less than 3 years.B. A supplier shall make available to the Commission or utility records necessary to ensure accurate bills and appropriate application of payments to utility and supply charges upon request.
20.53.08.06.htm 20.53.08.06. 06 Adjustment of Bill.. A. Process When a Utility Issues an Adjustment of Bill as Prescribed in COMAR 20.50.04.05 to a Supplier Providing Supplier-Consolidated Billing.1) The supplier shall refund or credit the customer if the bill adjustment results in an overcharge.. 2) The supplier may attempt to collect the amount due from a customer if the bill adjustment made by the utility results in aB. Process When a Supplier Determines that It Has Incorrectly Billed a Customer..
20.53.08.07.htm 20.53.08.07. 07 Investigation of Complaints.. A. A supplier shall investigate promptly and thoroughly any complaint concerning its charges or practices.B. A supplier may not charge or pursue collections activities against a customer for charges under dispute at the Commission.
20.53.08.08.htm 20.53.08.08. 08 Customer Rights Pamphlet.. A. A supplier providing supplier-consolidated billing shall prepare a pamphlet for customers that summarizes the rights and responsibilities of a customer receiving supplier-consolidated billing services.B. The contents of the customer rights pamphlet required under §A of this regulation shall be provided on a form approved by the Commission.C. The pamphlet shall be mailed or, with the customer’s consent, delivered by electronic means to ea
20.53.08.09.htm 20.53.08.09. 09 Call Center Requirements ― Supplier-Consolidated Billing.. A. A supplier shall ensure that a supplier’s call center representatives who interact with customers at a minimum are able to:1) Assist customers with contacting a utility, including providing the utility’s phone number, to resolve safety matters related to utility service;2) Assist customers with billing, disputes, and complaints requests, and provide the utility customer service number upon req3) Explain how a customer
20.53.08.9999.htm 20.53.08.9999. Administrative History Effective date: March 14, 2016 (43:5 Md. R. 387) ―. Chapter revised effective March 11, 2019 (46:5 Md. R. 310) ―. Regulations .01―07 recodified to be under COMAR 20.53.10, Supplier-Agent Relations effective March 7, 2022 (49:5 Md. R. 367) ―Regulations .01―09 adopted under new chapter, Supplier-Consolidated Billing Customer Protections effective March 7, 2022 (49:5 Md. R. 367)
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