Restoration of Service

(a)Unless prevented from doing so by safety concerns, a utility shall restore, without additional fee or charge, any discontinued service which was not properly discontinued or restored as provided in rules 4407, 4408, and 4409.#

(b)A utility shall restore service if the customer does any of the following:#

(I)pays in full the amount for regulated charges shown on the notice and any deposit or fees as may be specifically required by the utility's tariff in the event of discontinuance of service;#

(II)pays any reconnection and collection charges specifically required by the utility's tariff, enters into an installment payment plan, and makes the first installment payment, unless the cause for discontinuance was the customer's breach of such an arrangement;#

(III)presents a medical certification, as provided in subparagraph 4407(e)(IV);#

(IV)demonstrates to the utility that the cause for discontinuance, if other than non-payment, has been cured.#

(c)A utility shall reconnect a customer's service on the same day as the customer requests reconnection, if the customer makes a payment or payment arrangement in accordance with the utility's policies, requesting reconnection of service on a Monday through Friday that is not a holiday and one of the following circumstances is met:#

(I)the customer has advanced metering infrastructure and has requested reconnection of service at least one hour before the close of business for the utility's customer service division; except that the utility may reconnect service on the day following a disconnection of service if there are internet connectivity, technical, or mechanical problems or emergency conditions that reasonably prevent the utility from remotely reconnecting the customer's service; or,#

(II)the customer is without advanced metering infrastructure or a gas utility customer and has requested reconnection of service on or before 12:59 p.m.; except that, an electric utility or gas utility may reconnect the customer's service on the day following a disconnection if:#

(A)prior to disconnection of the customer's service, the utility has made a qualifying communication with the customer; or#

(B)an emergency or safety event or circumstance arises after disconnection of service that renders the utility's staff temporarily unavailable to safely reconnect service. If next-day reconnection of service is not possible due to the continuation of the emergency or safety event or circumstance, the utility shall reconnect the customer's service as soon as possible.#

(d)Unless prevented by an emergency or safety event or circumstance, a utility shall restore service to a customer who has completed an action in paragraph (b) within 24 hours (excluding weekends and holidays) of the time that the customer completes an action in paragraph (b), or within 12 hours of the time that the customer completes an action in paragraph (b) if the customer pays applicable after-hours charges and fees established in tariffs.#

(e)The utility must resolve doubts as to whether a customer has met the requirements for service restoration under paragraph (b) in favor of restoration.#