This booklet provides existing and new residential customers with a summary of their rights and responsibilities required under Chapter 810 of the Maine Public Utilities Commission (MPUC).

The purposes of this Chapter are:

uTo assure safe and adequate provision of residential utility service;
uTo assure that service is not disconnected or refused unreasonably: and
uTo assure the utility's right to collect proper bills for residential utility service.

   Every  privilege that is granted and every duty that is required by this Chapter imposes an
obligation on utilities, applicants and customers to accept these privileges and perform these duties
with good faith, honesty and fairness.
  Throughout this booklet, the terms "we" or "us" refers to the utility. The term "you" refers to the
applicant or customer.
 
 

No Discrimination Allowed
   When you apply for service, we will treat you fairly. You may be required to complete an application form or answer some important questions before we accept you as a customer.
   No matter what country you come from, what religion, gender, sexual orientation or race you are, whether you are single or married, young or old and regardless of your abilities or disabilities, we will either agree to provide the service you ask for or deny it within one (1) work day after you ask for the service.
  If we deny service, we will send you the reasons in writing and tell you what you can do about it.
 

Cost of Service
   When you apply for service, we will tell you about the basic minimum service costs; about one-time costs, such as installation fees; and how much they cost.
   If you have any questions about the cost of your service or the difference between the basic service and optional services, call us at the telephone number on your bill.
   Our rates must be approved by the Maine Public Utilities Commission. We cannot change these rates without the approval of the MPUC. You have the right to review and comment on our proposed rates before the MPUC approves or disapproves any changes.

Old Unpaid Bills
   When you apply for service, we will check to see if you have had service with us before. If you have an unpaid bill, we will ask you to pay it or make a payment arrangement. We can require you to pay bills that are up to six (6) years old. We cannot ask you to pay anyone else's bills - only those bills in your name or bills a court has said you are responsible for.
   If you dispute the old bill or you are unable to agree with us about a reasonable payment plan, see the "Complaint" section of this Booklet.