Adjustments for Meter and Billing Errors

(a)A utility shall adjust a customer's bill(s) for gas incorrectly metered or billed as follows.#

(I)When, upon any meter accuracy test, a meter is found to be running slow in excess of error tolerance levels allowed under rule 4302, the utility may charge for one-half of the under-billed amount for the period dating from the discovery of the meter error back to the previous meter test, with such period not to exceed six months.#

(II)When, upon any meter accuracy test, a meter is found to be running fast in excess of error tolerance levels allowed under rule 4302, the utility shall refund one-half of the excess charge for the period dating from the discovery of the meter error back to the previous meter test, with such period not to exceed two years.#

(III)When a meter does not register, registers intermittently, or partially registers for any period, the utility may estimate, using the method stated in its tariff, a charge for the gas used based on amounts metered to the customer over a similar period in previous years. The period for which the utility charges the estimated amount shall not exceed six months.#

(IV)In the event of under-billings not provided for in subparagraph (a)(I) or (III) of this rule (such as, but not limited to, an incorrect multiplier, an incorrect register, or a billing error), the utility may charge for the period during which the under-billing occurred, with such period not to exceed six months.#

(V)In the event of over-billings not provided for in subparagraph (a)(II) of this rule, the utility shall refund for the period during which the over-billing occurred, with such period not to exceed two years.#

(b)The periods set out in paragraph (a) of this rule shall commence on the earliest date on which either the customer notifies the utility or the utility notifies the customer of a meter or billing error, the customer informs the utility of a billing or metering error, or a dispute based on a billing or metering error, or the customer submits an informal complaint to the Consumer Assistance Unit of the Commission. http://www.colorado.gov/pacific/dora/file-consumer-complaint.#

(c)In the event of an over-billing, the customer may elect to receive the refund as a credit to future billings or as a one-time payment. If the customer elects a one- time payment, the utility shall make the refund within 30 days. Such over-billings shall not be subject to interest.#

(d)In the event of under-billing, the customer shall be eligible and may elect to enter into a payment arrangement on the under-billed amount. The payment arrangement shall be equal in length to the length of time during which the under- billing occurred. Such under-billings shall not be subject to interest.#