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Member Bill Of Rights

The Kentucky Public Service Commission document outlines your rights that you are guaranteed as a utility consumer. This document is referenced in 807 KAR 5:006 Section 13.

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 participate in equal, budget payment plans for your natural gas and electric service.

  • 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.

  • If you have not been disconnected, you have the right to maintain your natural gas and electric service for up to thirty (30) days if you present a Certificate of Need issued by the Kentucky Cabinet for Human Resources between November and the end of March.

  • If you have been disconnected due to nonpayment, you have the right to have your natural gas or electric service reconnected between the months of November through March provided you:

  • Present a Certificate of Need issued by the Kentucky Cabinet for Human Resources, and

  • Pay one third (1/3) of your outstanding bill ($200 maximum), and

  • Accept referral to the Human Resources' Weatherization Program, and

  • Agree to a repayment schedule that will cause your bill to become current by October 15.

    • 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 14 (1) (c) 1.

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  • My Account
    • Access My Account
    • Payment Options
    • Set Alerts For My Account
    • Start Service
    • Stop Service
    • About My Bill
    • Capital Credits: Questions & Answers
    • Residential Outdoor Lighting
    • Tree Trimming
    • Member Bill Of Rights
    • Member Privacy Policy
    • Rates
    • New Member Info
    • New Construction Specifications
    • Electric Inspector Contact Information
    • My Business Account
      • Start Service - Business
      • Stop Service - Business
      • Builders & Developers
      • Economic Development
      • Commercial Outdoor Lighting
      • Load Data Form
  • Programs & Education
    • SimpleSaver
    • Envirowatts
    • Home Energy Analysis
    • Multifamily Homes
    • Touchstone Energy Home - New Construction
    • Commercial & Industrial Services
    • Cooperative Solar
    • Solar Education Project
    • Net Metering
    • 811 - Free Utility Locating
    • Electric Vehicles
    • Energy Saving Tools & Resources
      • Simple Energy Tips
      • Energy Library
      • Together We Save
      • Frequently Asked Questions
      • Videos On Energy Efficiency
      • Television Calculator
      • Appliance & Home Electronics Calculator
      • Trees can make your home more energy efficient
  • Our Community
    • Annual Meeting
    • Power of Membership
    • Co-op Connections
    • Pennies For Purpose
    • Blue Grass Living
    • Scholarships
    • Washington Youth Tour
    • Educational Programs
    • Contribution Application
    • Kids' Activities
    • Kid's Korner
    • Economic Development
  • Outage
    • Safety
      • Safety Quiz
    • Outage Central
    • How Power Is Restored
    • Downed Power Lines
    • Food Safety
    • Safe Electricity
    • Generator Safety
    • Surviving The Winter Season
  • About Us
    • Careers
    • Blue Grass Energy Territory
    • Cooperative Profile
    • Purpose & Values
    • Hours of Operation
    • Office Locations
    • Co-op History
    • About Touchstone Energy
    • Cooperative Principles
    • Media Information
    • News/Events
    • Contact Us
    • Your Co-op Directors
    • Your Co-op Staff
    • Bylaws
    • Non-Discrimination Statement
    • Affiliates