{"operation":"document","citation":"4 CCR 723-4 Rule 4409","title":"Restoration of Service","source_type":"regulation","agency":"Colorado Public Utilities Commission","status":"current","official":true,"published_on":null,"effective_on":null,"summary":"(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 fo","machine_formats":{"json":"https://regulus.evalyn.ai/document/co-ccr-4-723-4-4409.json","markdown":"https://regulus.evalyn.ai/document/co-ccr-4-723-4-4409.md"},"app_url":"https://regulus.evalyn.ai/document/co-ccr-4-723-4-4409","source_url":"https://www.sos.state.co.us/CCR/DisplayRule.do?action=ruleinfo&ruleId=2260&deptID=18&agencyID=96&deptName=Department%20of%20Regulatory%20Agencies&agencyName=Public%20Utilities%20Commission&seriesNum=4%20CCR%20723-4","body":"(a) Unless prevented from doing so by safety concerns, a utility shall restore, without\nadditional fee or charge, any discontinued service which was not properly\ndiscontinued or restored as provided in rules 4407, 4408, and 4409.\n(b) A utility shall restore service if the customer does any of the following:\n(I) pays in full the amount for regulated charges shown on the notice and any\ndeposit or fees as may be specifically required by the utility's tariff in the\nevent of discontinuance of service;\n(II) pays any reconnection and collection charges specifically required by the\nutility's tariff, enters into an installment payment plan, and makes the first\ninstallment payment, unless the cause for discontinuance was the\ncustomer's breach of such an arrangement;\n(III) presents a medical certification, as provided in subparagraph 4407(e)(IV);\n(IV) demonstrates to the utility that the cause for discontinuance, if other than\nnon-payment, has been cured.\n\n(c) A utility shall reconnect a customer’s service on the same day as the customer\nrequests reconnection, if the customer makes a payment or payment\narrangement in accordance with the utility’s policies, requesting reconnection of\nservice on a Monday through Friday that is not a holiday and one of the following\ncircumstances is met:\n(I) the customer has advanced metering infrastructure and has requested\nreconnection of service at least one hour before the close of business for\nthe utility's customer service division; except that the utility may reconnect\nservice on the day following a disconnection of service if there are internet\nconnectivity, technical, or mechanical problems or emergency conditions\nthat reasonably prevent the utility from remotely reconnecting the\ncustomer's service; or,\n(II) the customer is without advanced metering infrastructure or a gas utility\ncustomer and has requested reconnection of service on or before 12:59\np.m.; except that, an electric utility or gas utility may reconnect the\ncustomer's service on the day following a disconnection if:\n(A) prior to disconnection of the customer's service, the utility has made\na qualifying communication with the customer; or\n(B) an emergency or safety event or circumstance arises after\ndisconnection of service that renders the utility's staff temporarily\nunavailable to safely reconnect service. If next-day reconnection of\nservice is not possible due to the continuation of the emergency or\nsafety event or circumstance, the utility shall reconnect the\ncustomer's service as soon as possible.\n(d) Unless prevented by an emergency or safety event or circumstance, a utility shall\nrestore service to a customer who has completed an action in paragraph (b)\nwithin 24 hours (excluding weekends and holidays) of the time that the customer\ncompletes an action in paragraph (b), or within 12 hours of the time that the\ncustomer completes an action in paragraph (b) if the customer pays applicable\nafter-hours charges and fees established in tariffs.\n(e) The utility must resolve doubts as to whether a customer has met the\nrequirements for service restoration under paragraph (b) in favor of restoration.","truncated":false,"body_characters":3142}