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Customer Bill of Rights

As a residential customer of a regulated public utility in Kentucky, you are guaranteed the following rights subject to Kentucky Revised Statutes and the provisions of the Kentucky Public Service Commission Administrative Regulations:

• You have the right to service, provided you (or a member of your household whose debt was accumulated at your address) are not indebted to the utility.

• You have the right to inspect and review the utility’s rates and tariffed operating procedures during the utility’s normal office hours.

• You have the right to be present at any routine utility inspection of your service conditions.

• You must be provided a separate, distinct disconnect notice alerting you to a possible disconnection of your service if payment is not received.

• You have the right to dispute the reasons for any announced termination of your service.

• You have the right to negotiate a partial payment plan when your service is threatened by disconnection for non-payment.

• You have the right to maintain your utility service for up to thirty (30) days upon presentation of a medical certificate issued by a health official.

• You have the right to prompt (within 24 hours) restoration of your service when the cause for discontinuance of the service has been corrected.

• You have the right to contact the Public Service Commission regarding any dispute that you have been unable to resolve with your utility (Call Toll Free 1-800-772-4636).

The Customer Bill of Rights is referenced in 807 KAR 5:006 Section 13.

To contact the Kentucky Public Service Commission concerning your utility service, email your request to Consumer Services Division at psc.consumer.inquiry@ky.gov or contact the Consumer Services Division at 1-800-772-4636.  The website for the Kentucky Public Service Commission is http://psc.ky.gov.