(A) Application; notice to residential customers. The St. Charles Utility Department will not disconnect the utility service of a residential customer if the disconnection affects the primary heat source for the residential unit and if a mutually agreeable payment schedule has been established when the following conditions are met:
(1) The disconnection would occur during the period between October 15 and April 15;
(2) The customer has declared inability to pay on forms provided by the utility;
(3) The household income of the customer is less than 185% of the federal poverty level, as documented by the customer to the utility; and
(4) The customer's account is current for the billing period immediately prior to October 15 or the customer has entered into a payment schedule and is reasonably current with payments under the schedule.
(B) Notification. The St. Charles Utility Department will notify all residential customers of the provisions of division (A) above.
(C) Notice to residential customers facing disconnection. Before disconnecting service to a residential customer during the period between October 15 and April 15, the St. Charles Utility Department will provide the following information to a customer:
(1) A notice of proposed disconnection;
(2) A statement explaining the customer's rights and responsibilities;
(3) A list of local energy assistance providers;
(4) A form on which to declare inability to pay; and
(5) A statement explaining the available time payment plans and other opportunities to secure continued utility service.
(D) Restrictions if disconnection necessary.
(1) (a) If a residential customer must be involuntarily disconnected between October 15 and April 15 for failure to comply with the provisions of division (A) above, the disconnection must not occur on a Friday or on the day before a holiday.
(b) Further, the disconnection must not occur until at least 20 days after the notice required in division (B) above has been mailed to the customer or 15 days after the notice has been personally delivered to the customer.
(2) (a) If the customer does not respond to a disconnection notice, the customer must not be disconnected until the utility investigates whether the residential unit is actually occupied.
(b) If the unit is found to be occupied, the utility must immediately inform the occupant of the provisions of this section. If the unit is unoccupied, the utility must give 7-days’ written notice of the proposed disconnection to the local energy assistance provider before making a disconnection.
(3) If, prior to disconnection, a customer appeals a notice of involuntary disconnection, the utility must not disconnect until the appeal is resolved.
(1987 Code, § 301.07)