# Restoration of Service

- **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:** Not available
- **effective on:** Not available
- **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
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- **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
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.
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