P.U.C. Sheet Title of Sheet · 8/10/2020 · 4. Non-Residential (All Other Services) –...

STATE OF CALIFORNIA GAVIN NEWSOM, Governor

PUBLIC UTILITIES COMMISSION 505 VAN NESS AVENUE

SAN FRANCISCO, CA 94102-3298

August 6, 2020

Natalie Wales Director of Regulatory Policy & Compliance California Water Service Co. 1720 North First St San Jose, CA 95112-4598 Dear Ms. Wales,

The Commission has approved California Water Service Company’s Advice Letter No. 2372, filed on January 24, 2020, regarding compliance filing for SB 998. Enclosed are copies of the following revised tariff sheets, effective February 1, 2020, for the utility’s files:

P.U.C. Sheet No.

Title of Sheet

12284-W Rule 1 (page 1) 12285-W Rule 1 (page 2) 12286-W Rule 5 (page 1) 12287-W Rule 5 (page 2) 12288-W Rule 5 (page 3) 12289-W Rule 5 (page 4) 12290-W Rule 8 (page 1) 12291-W Rule 8 (page 2) 12292-W Rule 8 (page 3) 12293-W Rule 8 (page 4) 12294-W Rule 10 (page 1) 12295-W Rule 10 (page 2) 12296-W Rule 11 (page 1) 12297-W Rule 11 (page 2) 12298-W Rule 11 (page 3) 12299-W Rule 11 (page 4) 12300-W Rule 11 (page 5) 12301-W Rule 11 (page 6) 12302-W Rule 11 (page 7) 12303-W Rule 11 (page 8) 12304-W Rule 11 (page 9) 12305-W Rule 11 (page 10)

California Water Service Company – AL 2372 of 2 P.U.C. Sheet

No.

Title of Sheet 12306-W Rule 11 (page 11) 12307-W Table of Contents (Page 12) 12308-W Table of Contents (Page 1)

Please contact Eustace Ednacot at [email protected] or 415-703-1492, if you have any questions. Thank you, /s/ROBIN BRYANT Robin Bryant Water Division Enclosures

CALIFORNIA PUBLIC UTILITIES COMMISSION DIVISION OF WATER AND AUDITS

Advice Letter Cover Sheet

[ ] APPROVED [ ] WITHDRAWN [ ] REJECTED

Signature: Comments:

Date:

Utility Name: California Water Service Company Date Mailed to Service List: 01/24/2020

District: All Districts including Grand Oaks

CPUC Utility #: U-60-W Protest Deadline (20th Day): 02/13/2020

Advice Letter #: 2372 Review Deadline (30th Day): 02/23/2020

Tier: ☐1 ☐2 ☐3 Compliance Requested Effective Date: 02/01/2020 Authorization: N/A

Rate Impact: N/ADescription: Compliance filing for SB 998

The protest or response deadline for this advice letter is 20 days from the date that this advice letter was mailed to the service list. Please see the “Response or Protest” section in the advice letter for more information.

Utility Contact: Melody Singh Utility Contact: Natalie Wales

Phone: 916-329-1856 Phone: (408) 367-8566

Email: [email protected] Email: [email protected]

DWA Contact: Tariff Unit

Phone: (415) 703-1133

Email: [email protected]

DWA USE ONLY DATE STAFF COMMENTS

CALI FO RN IA W ATE R SE R VI CE COMPA NY 1720 NORTH FIRST STREET SAN JOSE, CA 95112 (408) 367-8200 F (408) 367-8428

January 24, 2020

Advice Letter No. 2372

CALIFORNIA WATER SERVICE COMPANY (U 60 W)

To The Public Utilities Commission of the State of California:

California Water Service Company (“Cal Water”) hereby transmits for filing the following changes in its tariff schedules and four copies of each are attached hereto:

New/Revised Cancelling

CPUC CPUC

Sheet No. Title of Sheet Sheet No.

XXXXX-W Rule 1 (page 1) 10414-W




XXXXX-W Rule 5 (page 3) NEW



















XXXXX-W Rule 11 (page 12) NEW XXXXX-W Table of Contents (Page 12) xxxxx-W XXXXX-W Table of Contents (Page 1) xxxxx-W

CALI FO RN IA W ATE R SE R VI CE COMPA NY Advice Letter 2372, Modification to Rules in Compliance with SB-998 Page 3

Summary

The purpose of this advice letter filing is to update Rules 1, 5, 8, 10 and 11 in compliance with Senate Bill 998 No. (SB 998). The revisions incorporate the new provisions in the Water Shutoff Protection Act. Please see Attachment A for the redline changes made to Rules 1, 5, 8, 10 and 11.

Discussion

SB 998 was approved by California Governor Jerry Brown on September 28, 2018. It adds Chapter 6 to Part 12 of Division 104 of the Health and Safety Code, relating to water. Cal Water files this advice letter in compliance with all subsections of Chapter 6, the Water Shutoff Protection Act. Cal Water is required to file a compliance advice letter per subsections 116902 part d and 116904 part b:

116902 (d) “Urban and community water system” means a public water system that supplied water to more than 200 service connections.

116904. (b) An urban and community water system regulated by the Public Utilities Commission shall comply with this chapter on and after February 1, 2020. The urban and community water system regulated by the Public Utilities Commission shall file advice letters with the commission to conform with this chapter.

Cal Water requests approval of the modification of Rules 1, 5, 8, 10 and 11 related to notification of discontinuation of water service based on all sections of Chapter 6.

Requested Effective Date Pursuant to Health and Safety Code 116904, this filing is a Tier 1 advice letter, effective February 1, 2020.

Notice

Customer Notice: This is a compliance advice letter that does not require customer notice, as provided in under Water Industry Rule 3.2 of General Order 96-B.

Service List: In accordance with General Order 96-B, General Rules 4.3 and 7.2, and Water Industry Rule 4.1, a copy of this advice letter will be mailed or electronically transmitted on January 24, 2020 to competing and adjacent utilities and other utilities or interested parties having requested such notification.

Response or Protest

Anyone may respond to or protest this advice letter. When submitting a response or protest, please include the utility name and advice letter number in the subject line. A response supports the filing and may contain information that proves useful to the Commission in evaluating the advice letter. A protest objects to the advice letter in whole or in part and must set forth the specific grounds on which it is based. These grounds are:


(1) The utility did not properly serve or give notice of the advice letter; (2) The relief requested in the advice letter would violate statute or Commission order, or is not authorized by statute or Commission order on which the utility relies; (3) The analysis, calculations, or data in the advice letter contain material error or omissions; (4) The relief requested in the advice letter is pending before the Commission in a formal proceeding; or (5) The relief requested in the advice letter requires consideration in a formal hearing, or is otherwise inappropriate for the advice letter process; or (6) The relief requested in the advice letter is unjust, unreasonable, or discriminatory (provided such a protest may not be made where it would require relitigating a prior order of the Commission.)

A protest shall provide citations or proofs where available to allow staff to properly consider the protest. A response or protest must be made in writing or by electronic mail and must be received by the Water Division within 20 days of the date this advice letter is filed. The address for mailing or delivering a protest is:

Tariff Unit, Water Division, 3rd floor California Public Utilities Commission, 505 Van Ness Avenue, San Francisco, CA 94102 [email protected]

On the same date the response or protest is submitted to the Water Division, the respondent or protestant shall send a copy by mail (or e-mail) to Cal Water at the following address:

Natalie Wales California Water Service Company 1720 North First Street, San Jose, California 95112 Fax 408/367-8430 or E-mail [email protected]

Cities and counties requiring Board of Supervisors or Board of Commissioners approval to protest should inform the Water Division within the 20-day protest period so a late-filed protest can be entertained. The informing document should include an estimate of the date the proposed protest might be voted on. The advice letter process does not provide for any responses, protests or comments, except for the utility’s reply, after the 20-day comment period.

Replies: The utility shall reply to each protest and may reply to any response. Each reply must be received by the Water Division within 5 business days after the end of the protest period and shall be served on the same day to the person who filed the protest or response. If you have not received a reply to your protest within 10 business days, contact California Water Service Company at (408) 367-8200.


CALIFORNIA WATER SERVICE COMPANY

/s/ __________ Melody Singh, Rates Analyst

Enclosures

cc: Ting-Pong Yuen, Public Advocates Office

CALIFORNIA WATER SERVICE COMPANY 1720 North First Street San Jose, CA 95112 (408) 367-8200

Revised Cal. P.U.C. Sheet No. 12284-W Cancelling Cal. P.U.C. Sheet No. 10414-W

Rule No. 1 Page 1

DEFINITIONS

(Continued)

(To be inserted by utility) Issued By (To be inserted by CPUC)

Advice Letter 2372 Greg A. Milleman Date Filed

Decision Vice President Effective

Resolution

General Terms:

Business Day: Monday through Friday, excluding federal or state holidays.

Date of Presentation: The date upon which a bill or notice is mailed or delivered by the utility to the customer of record.

Main Extension: The extension of water distribution mains beyond existing facilities in accordance with the provisions of the rule applicable to main extensions filed as part of these tariff schedules.

Public Utilities Commission: In these rules the word “Commission” or words “Public Utilities Commission” shall be construed to mean the Public Utilities Commission of the State of California.

Tariff Schedules or Tariff Schedule Book: The entire body of effective rates, rentals, charges, rules, and sample forms collectively, as set forth herein.

Tariff Sheet: An individual sheet of the tariff schedule book.

Utility: The public utility named herein.

Water Shutoff Protection Act: Chapter 6 (commencing with Section 116900 and ending with Section 116926) of Part 12 of Division 104 of the Health and Safety Code.

Terms relating to recipient of service:

Applicant: The person, association, corporation or governmental agency applying for water service.

Customer: Any person, association, corporation, or governmental agency supplied or entitled to be supplied with water service. However, account information can only be discussed with the Customer of Record or their authorized representative.

Customer of Record: The person, association, corporation, or governmental agency who is obligated to pay the bill.

Customer With Disabilities, or Customer With Medical Condition: Any residential customer whose health or physical condition may qualify him/her for special consideration under Rule No. 11.B.1.e (Residential Health and Safety Exception) or 11.B.1.j (Third-Party Representation).

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Rule No. 1 Page 2

DEFINITIONS




Resolution

Occupant: Any adult person demonstrably residing on premises actively served by the utility. However, account information can only be discussed with the Customer of Record or their authorized representative.

Older Adult Customer: Any residential customer who is age 62 or over may qualify for special consideration under Rule No. 11.B.1.j (Third-Party Representation).

Terms relating to location of service:

Premises: The integral property or area, including improvements thereon, to which water service is, or is to be, provided.

Service Address: Address of the property to which water service is provided.

Service Connection: The point of connection of the customer’s piping or ditch with the meter, service pipe, or ditch owned by the utility.

Service Pipe: The connection between the utility’s mains and the service connection, including all of the pipe, fittings, and valves necessary to make the connection.

Terms relating to type of service:

Metered Service: Service for which the charges are computed on the basis of measured quantities of water.

Flat Rate Service: Service for which the charges are based upon the types and numbers of units served.

Residential Service: Water service to a residential connection that includes single family residences, multifamily residences, mobilehomes, including, but not limited to, mobilehomes in mobilehome parks, or farmworker housing.

Business Service: Provision of water for use in connection with commercial premises devoted primarily to operations for profit including offices, stores, markets, apartments, hotels, motels, automobile trailer parks or courts, service stations, and the like.

Commercial Service: Provision of water to residual premises or business premises.

Industrial Service: Provision of water to industrial premises where the water is used primarily in manufacturing or processing activities.

Irrigation Service: Provision of water for commercial agricultural, floricultural, or horticultural use and billed under distinct irrigation rates.

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Rule No. 5 Page 1 Special Information Required on Forms

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Resolution

A. Contracts

Each contract for service will contain substantially the following provisions:

1. Unless exempted by the Public Utilities Commission, "This contract shall at all times be subject to such changes or modifications by the Public Utilities Commission of the State of California as said Commission may, from time to time, direct in the exercise of its jurisdiction"

2. Unless otherwise not required by the Public Utilities Commission, "It is the understanding of the parties to this contract that it shall not become effective until the authorization of the Public Utilities Commission of the State of California has been first obtained.

B. Bill for Service

On each bill for service will be printed substantially the following language:

" This bill is due and payable upon date of presentation. It will become past due if not paid within 19 days from the date of the mailing..." " If you believe there is an error on your bill or have a question about your service, please call Cal Water's Customer Center at [local office phone number].

" If you are not satisfied with Cal Water’s response, submit a complaint to the CPUC by visiting www.cpuc.ca.gov/complaints. Billing and service complaints are handled by the CPUC’s Consumer Affairs Branch (CAB), which can be reached by the following means if you prefer not to submit your complaint online:

Telephone (800) 649-7570 (8:30 a.m. to 4:30 p.m., Monday through Friday)

Mail California Public Utilities Commission, Consumer Affairs Branch 505 Van Ness Avenue, 3rd Floor, San Francisco, CA 94102

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Resolution

“If you have limitations hearing or speaking, dial 711 to reach the California Relay Service, which is for those needing direct assistance relaying telephone conversations, as well their friends, family, and business contacts. If you prefer having your calls immediately answered in your mode of communication, dial one of the toll-free, language-specific numbers below to be routed to the

California Relay Service provider.

Type of Call TTY/VCO/HCO

to Voice Voice to

TTY/VCO/HCO From or to

Speech-to-Speech

Language English and

Spanish English and Spanish

English and Spanish

Toll-free 800 number

800) 735-2929 or (800) 855-3000

(800) 735-2922 or (800) 855-3000

(800) 854-7784

“To avoid having service turned off while you wait for the outcome of a complaint to the CPUC specifically regarding the accuracy of your bill, please contact CAB for assistance. If your case meets the eligibility criteria, CAB will provide you with instructions on how to mail a check or money order to be impounded pending resolution of your case. You must continue to pay your current charges while your complaint is under review to keep your service on. If the bill becomes past due, and nonpayment results with respect to this dispute, the rules for discontinuance of service due to nonpayment must be followed as set forth in Tariff Rule No. 11.B.1."

C. Customer's Deposit Receipt

Each receipt for cash deposit to establish or re-establish credit for service will contain the following statements:

“This deposit may be applied to unpaid balances where service has been discontinued by the utility for nonpayment of bills.

This deposit, less the amount of any unpaid bills for service, will be refunded, together with any interest due, in accordance with Rule 7, Deposits, or after the deposit has been held for 12 consecutive months, provided a service has not been discontinued for nonpayment.”

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Original Cal. P.U.C. Sheet No. 12288-W


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Resolution

D. Discontinuance of Service for Nonpayment – Notice

All customers. Every notice of discontinuance of service for nonpayment of bills shall include all of the following information:

(1) The name and address of the customer whose account is delinquent.

(2) The amount of the delinquency.

(3) The date of which payment or arrangements for payment is required in order to avoid discontinuance.

(4) A description of the process to apply for an extension of time to pay delinquent charges. (5) The procedures to petition for bill review and appeal to the Commission. (6) The procedure by which the customer may request a deferred, reduced, or some other alternative payment schedule, including splitting payments over multiple months to pay off the full balance, consistent with the written shut-off policy available at https://www.calwater.com/help/customer-care/shut-off-policy/.

(7) The procedure for the customer to obtain information on the availability of financial assistance, including private, local, state, or federal sources, if applicable. (8) A local address and telephone number of the water utility for customers to obtain additional information and assistance in continuing service or in making arrangements for payment. (9) The telephone number of the California Public Utilities Commission to which inquiries by the customer may be directed. Billing and service complaints are handled by the CPUC’s Consumer Affairs Branch (CAB), which can be reached at 800-649-7570, 8:30 a.m. to 4:30 p.m., Monday through Friday.

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Resolution

D. Discontinuance of Service for Nonpayment – Notice (continued) . . .

If you have limitations hearing or speaking, dial 711 to reach the California Relay Service, which is for those needing direct assistance relaying telephone conversations, as well their friends, family, and business contacts. If you prefer having your calls immediately answered in your mode of communication, dial one of the toll-free, language-specific numbers below to be routed to the California Relay Service provider.

Type of Call TTY/VCO/HCO

to Voice Voice to

TTY/VCO/HCO From or to

Speech-to-Speech

Language English and

Spanish English and Spanish

English and Spanish

Toll-free 800 number

800) 735-2929 or (800) 855-3000

(800) 735-2922 or (800) 855-3000

(800) 854-7784

Residential Customers on Landlord-Tenant Properties. Where the owner, manager, or operator is listed by the utility is the customer of record but is not the occupant and water service is provided to residential occupants in a detached single-family dwelling, multi-unit residential structure, mobile home park, or permanent residential structure in a labor camp, the notice of discontinuance shall include the following, in addition to the above information:

(1) The date on which service will be discontinued.

(2) What the occupants are required to do in order to prevent the discontinuance

or to reestablish service.

(3) The estimated monthly cost of service (where service is master-metered).

(4) The address and telephone number of a legal services project, as defined in

Section 6213 of the Business and Professions Code, which has been

recommended by the local county bar association, which will assist the

occupants (where service is master-metered).

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Rule No. 8 Page 1 Notices

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Resolution

A. Notice to Customers

1. In Writing

Notice to a customer will normally be in writing and, depending on the type of notice, will either be delivered or mailed to the customer's last known address. In some cases, customers may have the option to receive notices via electronic means (such as email, text message, or portable device "apps") as an alternative to, or in addition to, written notice on paper, depending on the type of notice.

2. Exception

In emergencies or when circumstances warrant, the utility, where feasible, will endeavor to promptly notify the customer affected and may make such notification orally, either in person or by telephone.

3. Residential Notice - Discontinuance for Nonpayment

a. Procedures for the discontinuance and restoration of service are specified in Rule No. 11.

b. The utility shall contact the residential customer of record at least 7 business

days prior to discontinuance by telephone or written notice.

(1) Written notice shall be mailed to the address of the customer of record. If the customer’s address is not the address of the property to which residential service is provided, the notice also shall be sent to the service address with “Occupant” as the addressee. The notice shall include the information prescribed in Rule No. 5. C.

(2) Telephone notice shall be to the customer named on the account. In providing such notice by telephone, the utility shall offer to: (i) provide customer with a written copy of the utility’s policy on discontinuation of service due to nonpayment; and (ii) discuss options available to customer to avert discontinuance including alternative payment schedules, deferred payments, minimum payments, procedures for requesting amortization of the unpaid balance, and procedures to petition for bill review and appeal.

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Resolution

3. Residential Notice - Discontinuance for Nonpayment (continued) . . .

(3) If the utility is unable to make contact with the customer or an adult occupying the residence by telephone, and written notice is returned as undeliverable, the utility will make a good faith effort to visit the residence and leave (or make other arrangements for placement in a conspicuous place) a notice as prescribed herein, along with a written copy of the utility’s policy on discontinuation of service for nonpayment.

a. Landlord-Tenant Properties

Where the owner or manager is listed by the utility as the customer of record, the utility shall contact the residential occupants of a detached single-family dwelling, multi-unit residential structure, mobilehome park, or permanent residential structures in a labor camp as follows:

(1) Where individually metered residential service is provided, the utility shall

make every good faith effort to inform the residents, by means of a notice at least 10 days prior to any discontinuance, when the account is in arrears, that service will be discontinued.

In addition to including the information prescribed in Rule No. 5, the notice will inform the occupants that, if the utility’s verification and other requirements are met, they have the right to become a customer, to whom the service will then be billed, without being required to pay any amount which may be due upon the delinquent account.

(2) Where master metered service is provided, the written notice will be at least

15 days prior to discontinuance of service. The notice will be posted on the door of each residential unit. If it is not reasonable or practical to post the notice on the door of each residential unit, the utility will post two copies of the notice in each accessible common area and at each point of access to the structure or structures.

(3) Notice to occupants shall be independent of, and in addition to, other

notice(s) as may be prescribed in the utility’s tariffs.

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Resolution

3. Residential Notice - Discontinuance for Nonpayment (continued) . . .

d. All notices of discontinuance for nonpayment relating to residential services will be in English, Spanish, Chinese, Tagalog, Vietnamese, and Korean (the languages listed in Section 1632 of the Civil Code), and any other language spoken by 10 percent or more of the customers in the utility’s service area. The notice will include the information prescribed in Rule No. 5.D.

4. Non-Residential (All Other Services) – Discontinuance for Nonpayment

The utility shall make a reasonable attempt to contact: (i) the customer of record by mailing a separate notice at least 10 days prior to discontinuance, or (ii) an adult person on the customer’s premises by telephone or in person at least 24 hours prior to any discontinuance.

5. Discontinuance of Service for Reasons Other Than Nonpayment

The utility may discontinue service for reasons not related to payment. Rule No. 11 provides additional examples of circumstances resulting in discontinuation of service and related notice, if any, associated with the specific situation.

6. Third Party Notification

Third party notification is the option to have a copy of the notices or bills of a customer of record provided automatically to another individual. The customer of record is still fully responsible for the bill, but the third party has the option to make payment arrangements on the customer's behalf.

A customer of record electing this option must provide the Company with the name and contact information of the third party. The Company may require written acknowledgement that the third party agrees to receive the notices and bills.

Alternatively, the third party can provide proof of attorney over the customer of record, or other legal documentation demonstrating the authority of the third party to act on behalf of the customer of record.

Notice of availability of third party notification shall be given annually to all residential customers.

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Resolution

B. Notice from Customers

1. A customer may make notification in person, by telephone, or by letter to the company at its customer service office, to an authorized representative of the company, by electronic mail, or by a message on the utility's website.

2. Customers who wish to qualify for consideration under Rule No. 11.B.1.e. (Residential Health and Safety Exception) must have presented evidence to the utility establishing their status. 3. Customers who are older, have a disability, or medical condition may be required to present evidence to the company as specified in Rule 1 to establish their status if they wish to qualify for consideration under Rule No. 11.B.1.j (Third-Party Representation).

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Rule No. 10 Page 1 Disputed Bills

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Resolution

A. Correctness of Bill Any customer (or adult occupant of a residential service address) who has initiated a complaint to the utility, or requested an investigation by the utility, within five days of receiving a contested bill shall have the complaint or investigation conducted by a review manager of the utility. The review shall include consideration of whether the customer should be permitted to spread out payments of the unpaid balance over a reasonable period of time.

B. Notice of Deposit to Avoid Discontinuance

If a customer is not satisfied with the explanation of the utility, and the bill is not paid within 19 days after the bill was presented or at the time the explanation is made, whichever is longer, the utility will notify the customer in writing substantially as follows:

1. To avoid discontinuance of service, in lieu of paying the bill in question, the residential customer within 15 days and the non-residential customer within 7 days of the date of this notice, must deposit with the California Public Utilities Commission, State Building, 505 Van Ness Avenue, San Francisco, California 94102-3298, the amount of the bill claimed by the utility to be due.

2. To avoid having service turned off while you wait for the outcome of a complaint to the CPUC specifically regarding the accuracy of your bill, please contact the CPUC's Consumer Affairs Branch (CAB) for assistance. If your case meets the eligibility criteria, CAB will provide you with instructions on how to mail a check or money order to be impounded while your case is resolved. You must continue to pay your current charges while your complaint is under review to keep your service on. CAB will conduct a review of the dispute. Water service will not be discontinued while the Commission is reviewing the dispute.

C. Commission Appeal

When a customer and the utility fail to agree on a bill for service:

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Rule No. 10 Page 2 Disputed Bills




Resolution

C. Commission Appeal (continued)

1. In lieu of paying the disputed bill, the customer may deposit with the California Public Utilities Commission, Consumer Affairs Branch, 505 Van Ness Avenue, 3rd Floor, San Francisco, California 94102-3298, the amount claimed by the utility to be due. Whether or not a residential customer makes a deposit with the California Public Utilities Commission, the utility shall not shut off the water service of any residential customer for at least 79 days from the date the bill is mailed, postage prepaid.

2. Checks or other forms of remittance for such a deposit should be made payable to the California Public Utilities Commission and should be accompanied with the bill in question and a statement setting forth the basis for the disputed amount of the bill.

3. Upon receipt of the deposit, the bill, and the customer's statement of the dispute, the Commission will notify the utility, will review the basis of the billed amount, and will advise both parties of its findings and disburse the deposit in accordance therewith.

4. Service will not be discontinued for nonpayment of the disputed bill when deposit has been made with the Commission pending the outcome of the Commission’s review.

5. Failure of the customer to make such deposit prior to the expiration of the

discontinuance of service notice as given in Rule 10 B.1. will warrant discontinuance of service.

6. If, before completion of the Commission’s review, additional bills become due which

the customer wishes to dispute, the customer shall also deposit with the Commission the additional amounts claimed by the utility to be due for such additional bills before they become past due; failure to do so will warrant discontinuance of service in accordance with Rule No. 11.

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Rule No. 11 Page 1 Discontinuance and Restoration of Service

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Resolution

A. Customer’s Request for Discontinuance of Service

1. A customer may have service discontinued by giving not less than two days’ advance notice thereof to the utility. Charges for service may be required to be paid until the requested date of discontinuance or such later date as will provide not less than the required two days’ advance notice.

2. When such notice is not given, the customer may be required to pay for service until two days after the company has knowledge that the customer has vacated the premises or otherwise has discontinued water service.

B. Discontinuance of Service by Company

1. For Nonpayment of Bills

a. Past Due Bills

When bills are rendered monthly or bimonthly, they will be considered past due if not paid within 19 days from the date of mailing.

(1) Residential Service

For the purposes of this Rule, residential service means water service to a residential connection that includes single-family residences, multifamily residences, mobilehomes, including, but not limited to, mobilehomes in mobilehome parks, or farmworker housing. When bills are rendered monthly or bimonthly, they will be considered past due if not paid within 19 days from the date of mailing. The utility shall allow every residential customer a total of 79 days from the date of mailing its bill for services, postage prepaid, to make payment of the bill prior to discontinuance of service. The utility shall not discontinue residential service for nonpayment of a delinquent account unless the utility first gives notice of the delinquency and impeding discontinuance in conformance with Rule No. 8.A.3, which establishes notice periods ranging from 7 to 15 days, depending on the occupancy type. The utility will provide notices timely to ensure that the applicable notice period is included in the total 79-day period referenced above.

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B. Discontinuance of Service by Company (continued)

1. For Nonpayment of Bills (continued)

a. Past Due Bills (continued)

(2) All Other Service (Nonresidential)

The utility shall not discontinue nonresidential service for nonpayment of a delinquent account unless the utility first gives notice of the delinquency and impending discontinuance in conformance with Rule No. 8.A.4.

Rule No. 8.A.4 requires that the utility make a reasonable attempt to contact: (i) the customer of record by mailing a separate notice at least 10 days prior to discontinuance, or (ii) an adult person on the customer’s premises by telephone or in person at least 24 hours prior to any discontinuance.

b. When a bill for water service has become past due and a discontinuance service notice for nonpayment has been issued, service may be discontinued if the bill is not paid in full (or alternative payment arrangements acceptable to the utility have not been made) within the time required by such notice. The customer’s service, however, will not be discontinued for nonpayment until the amount of any deposit made to establish credit for that service has been fully absorbed. The policy on discontinuance of service due to nonpayment of bills is available at: https://www.calwater.com/help/customer-care/shut-off-policy/

c. Petition for Utility Review.

(1) Any customer (or adult occupant of a residential service address) may petition the utility for review of a bill for water service in accordance with Rule Nos. 5 and 10.

(2) Such customer shall not have the water service discontinued for nonpayment during the pendency of an investigation by the utility of a complaint or request and shall be given an opportunity for review of the complaint, investigation, or request by a review manager of the utility, if:

(i) The customer who has initiated a billing complaint or requested an investigation within 5 days of receiving a disputed bill, or

(C)

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c. Petition for Utility Review (continued)

. . .

(ii) Before discontinuance of service, the customer made payment arrangements for a bill asserted to be beyond the means of the customer to pay in full within the normal period for payment.

(3) The review shall include consideration of whether a customer shall be permitted to make installment payments on any unpaid balance of the delinquent account over a reasonable period of time, not to exceed 12 months.

Such service shall not be discontinued for nonpayment for any customer complying with an installment payment agreement entered into with the utility, provided the customer also keeps current her or his account for water service as charges accrue in each subsequent billing period.

If a customer fails to comply with an installment payment agreement the utility will give a discontinuance of service notice no less than 5 business days before discontinuing such service, but such notice shall not entitle the customer to further investigation or alternative payment arrangements by the utility.

d. Appeal to the Commission.

Any customer (or adult occupant of a residential service address) whose complaint or request for an investigation pursuant to subdivision (c) has resulted in a determination by the utility adverse to such customer or adult occupant, may appeal the determination to the Commission in accordance with Rule Nos. 5 and 10 (including depositing the disputed amount with the Commission). Any such appeal of the disputed bill to the Commission shall be in accordance with the Commission’s Rules of Practice and Procedure. Written documentation of an appeal filed and diligently pursued with the Commission will prevent discontinuation of residential water service during the official appeal process.

(L)(C)

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e. Residential Health and Safety Exception

(1) Service to a residential water customer will not be discontinued for nonpayment when such customer establishes to the satisfaction of the utility that all three of the following conditions are met:

(i) The residential customer submits certification from a primary care provider,* as defined by the Water Shutoff Protection Act, that discontinuation of residential water service will be life threatening to, or pose a serious threat to the health and safety of, a resident of the premises where residential service is provided.

*Proof must be by certification from any internist, general practitioner, obstetrician-gynecologist, pediatrician, family physician and surgeon, nonphysician medical practitioner, or primary care clinic, rural health clinic, community clinic or hospital outpatient clinic. A “nonphysician medical practitioner” means a physician assistant or certified nurse-midwife performing services under physician and surgeon supervision, or a nurse practitioner performing services in collaboration with a physician and surgeon. (See Section 14088(b)(1)(A) and (c) of the California Welfare and Institutions Code.

(ii) The residential customer demonstrates that she or he is financially unable to pay for residential service within the urban and community water system’s normal billing cycle. The customer shall be deemed financially unable to pay for residential service within the system’s normal billing cycle if any member of the customer’s household is a current recipient of CalWORKs, CalFresh, general assistance, Medi-Cal, Supplemental Security Income/State Supplementary Payment Program, or California Special Supplemental Nutrition Program for Women, Infants, and Children, or the customer declares that the household’s annual income is less than 200 percent of the federal poverty level; and

.

(N) (N)

(N)

(N)(L) (N)(L) (N)(L)

(N)

(C) (C) (C) (C)

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e. Residential Health and Safety Exception (continued)

(iii) The residential customer is willing to enter into an amortization agreement, alternative payment schedule, or a plan for deferred or reduced payment consistent with the utility’s written policy on discontinuance of service due to nonpayment of bills.*

*The written policy is available at https://www.calwater.com/help/customer-care/shut-off-policy/

(2) If all three of the above conditions are met, the utility shall offer the customer one or more of the following options:

a. Amortization of the unpaid balance. b. Participation in an alternative payment schedule. c. A partial or full reduction of the unpaid balance financed without

additional charges to other ratepayers. d. Temporary deferral of payment.

(3) The utility may choose which of the payment options the customer undertakes and may set the parameters of that payment option. The repayment option offered should result in repayment of any remaining outstanding balance within 12 months.

(4) Notwithstanding the above, residential service may be discontinued to any customer meeting the conditions above who:

(i) Does not agree to or comply with an amortization agreement, an alternative payment schedule, or a plan for deferred or reduced payment after incurring delinquent charges for 60 days or more,

OR

(ii) After agreeing to an amortization agreement, an alternative payment schedule, or a plan for deferred or reduced payment for delinquent charges, the customer does not pay her or his current residential service charges for 60 days or more.

(N)

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e. Residential Health and Safety Exception (continued)

(4) (continued)

. . .

Notice of discontinuation for either of these reasons will be posted in a prominent and conspicuous location at the property no less than 5 business days before discontinuing such service, but such notice shall not entitle the customer to further investigation or alternative payment arrangements by the utility.

f. Other Disconnection Terms.

A customer’s residential service may be discontinued for nonpayment of a bill for residential service previously rendered her or him at any location served by the utility.

A nonresidential service may be discontinued for nonpayment of a bill for residential as well as nonresidential service previously rendered her or him at any location served by the utility.

The discontinuance of service notice as set forth in subdivision (b) will be given in both cases stated above before discontinuance of service takes place.

Residential services will not, however, be discontinued for nonpayment of bills for separate nonresidential service.

g. Timing of Disconnection.

Service will not be discontinued by reason of delinquency in payment for service on any Saturday, Sunday, legal holiday, or at any time during which the business offices of the utility are not open to the public.

(N)

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h. Landlord-Tenant Properties.

Where the owner, manager, or operator of the dwelling, structure, or park is listed by the utility as the customer of record, and water service is provided to residential occupants in a detached single-family dwelling, a multi-unit residential structure, mobile home park, or permanent residential structure in a labor camp, the utility will make every good faith effort to inform the residential occupants, by written notice in conformance with Rule No. 8.A.3.c.

(1) Where said occupants are individually metered:

The utility is not required to make service available to these occupants unless each user agrees to the terms and conditions of service and meets the requirement of the law and the utility’s rules and tariffs.

However, if one or more occupants are willing and able to assume responsibility for subsequent charges by these occupants to the account to the satisfaction of the utility, or if there is a practical physical means, legally available to the utility of selectively providing services to these occupants who have met the requirements of the utility’s rules and tariffs, the utility will make service available to these occupants.

(2) Where said occupants are master metered:

The utility is not required to make service available to these occupants unless each occupant agrees to the terms and conditions of service, and meets the requirements of the law and the utility’s rules and tariffs and the following:

The same Rule No. 11, item B.1.h.(1), above, which applies to individually metered occupants also applies to master metered occupants, except a representative may act on the behalf of a master metered occupant, and the utility will not discontinue service in any of the following situations:

(a) During the pendency of an investigation by the utility of a master-meter customer dispute or complaint.

(b) When the master-metered customer has been granted an extension of the period for repayment of a bill.

(N)

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i. Residential Customer’s Remedies Upon Receipt of Discontinuance Notice for Nonpayment.

(1) If upon receipt of a discontinuance notice, a residential customer is unable to pay, the customer must contact the utility before discontinuance of service to make payment arrangements to avoid discontinuance of service.

(2) If, after contacting the utility, the residential customer alleges to the Commission an inability to pay and that the customer is unable to make payment arrangements with the utility , the customer should contact the Commission’s Consumer Affairs Branch (CAB) to make an informal complaint. To maintain uninterrupted service this action must be taken prior to discontinuation of service as defined in the provided notice.

(3) To avoid having service turned off while you wait for the outcome of a complaint to the CPUC specifically regarding the accuracy of your bill, please contact CAB for assistance. If your case meets the eligibility criteria, CAB will provide you with instructions on how to mail a check or money order to be impounded pending resolution of your case. You must continue to pay your current charges while your complaint is under review to keep your service on.

(4) Failure of the residential customer to observe these time limits shall entitle the utility to insist upon payment or, upon failure to pay, to discontinue the customer’s service in accordance with the utility’s rules.

j. Designation of a Third-Party Representative.

(1) Customer must inform utility if she or he desires that a third party receive discontinuance or other notices on her or his behalf.

(2) Utility must be advised of name, address, and telephone number of third party with a letter from third party accepting this responsibility.

(N)

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j. Designation of a Third-Party Representative. (continued) . . .

(3) Only customers who certify that they are older, have a disability, or medical condition are entitled to third-party representation. Upon request, proof of age must be supported by certificate of birth, driver’s license, passport, or other reliable document. Upon request, proof of disability, or of a medical condition for which the discontinuance of water would be life-threatening, must be certified by a licensed physician or surgeon, public health nurse, or social worker.

2. For Noncompliance with Rules

The utility may discontinue service to any customer for violation of these rules after it has given the customer at least five days’ written notice of such intention. Where safety of water supply is endangered, service may be discontinued immediately without notice.

3. For Waste of Water

a. Where negligent or wasteful use of water exists on customer’s premises, the utility may discontinue the service if such practices are not remedied within five days after it has given the customer written notice to such effect.

b. In order to protect itself against serious and unnecessary waste or misuse of water, the utility may meter any flat rate service and apply the regularly established meter rates where the customer continues to misuse or waste water beyond five days after the utility has given the customer written notice to remedy such practices.

4. For Unsafe Apparatus or Where Service is Detrimental or Damaging to the Utility or its Customers

If an unsafe or hazardous condition is found to exist on the customer’s premise, or if the use of water thereon by apparatus, appliances, equipment or otherwise is found to be detrimental or damaging to the utility or its customers, the service may be shut off without notice. The utility will notify the customer immediately of the reasons for the discontinuance and the corrective action to be taken by the customer before service can be restored.

(N)

(N) (L)(C)

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5. For Fraudulent Use of Service

When the utility has discovered that a customer has obtained service by fraudulent means, or has diverted the water service for unauthorized use, the service to that customer may be discontinued without notice. The utility will not restore service to such customer until that customer has complied with all rules and reasonable requirements of the utility and the utility has been reimbursed for the full amount of the service rendered and the actual cost to the utility incurred by reason of the fraudulent use.

C. Restoration of Service

1. Reconnection Charge

Where service has been discontinued for violation of these rules or for nonpayment of bills, the utility may charge $50.00 for reconnection of service during regular working hours or $90.00 for reconnection of service at other than regular working hours when the customer has requested that the reconnection be made at other than regular working hours, except as otherwise provided by the utility’s tariffs.

2. To be Made During Regular Working Hours

The utility will endeavor to make reconnections during regular working hours on the day of the request, if the conditions permit; otherwise reconnections will be made on the regular working day following the day the request is made.

3. To Be Made at Other Than Regular Working Hours

When a customer has requested that the reconnection be made at other than regular working hours, the utility will reasonably endeavor to so make the reconnection if practicable under the circumstances.

4. Wrongful Discontinuance

A service wrongfully discontinued by the utility, must be restored without charge for the restoration to the customer within 24 hours.

(N)

(L)(C)

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C. Restoration of Service (continued)

5. Limits on Certain Reconnection Charges (H&S Code Section 116914(a)1)

For a residential customer who demonstrates household income below 200 percent of the federal poverty line (or is otherwise deemed by the Water Shutoff Protection Act as having a household income of below 200 percent of the federal poverty line), charges shall be limited as follows:

(i) For reconnections during regular working hours, the lesser of the actual cost (as stated in Rule No. 11.C.1) or $50.00; and

(ii) For reconnections during other than regular working hours, the lesser of the actual cost (as stated in Rule No. 11.C.1) or $150. The cap on these reconnection fees ($50 and $150, respectively) shall be subject to an annual adjustment for changes in the Consumer Price Index beginning January 1, 2021.

D. Refusal to Serve

1. Conditions for Refusal

The utility may refuse to serve an applicant for service under the following conditions:

a. If the applicant fails to comply with any of the rules as filed with the Public Utilities Commission.

b. If the intended use of the service is of such a nature that it will be detrimental or injurious to existing customers.

c. If, in the judgment of the utility, the applicant’s installation for utilizing the service is unsafe or hazardous, or of such nature that satisfactory service cannot be rendered.

d. Where service has been discontinued for fraudulent use, the utility will not serve an applicant until it has determined that all conditions of fraudulent use or practice has been corrected.

2. Notification to Customers When an applicant is refused service under the provisions of this rule, the utility will

notify the applicant promptly of the reason for the refusal to service and of the right of applicant to appeal the utility’s decision to the Public Utilities Commission.

(N)

(L)(C)

(L)(C)

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d. Any customer whose complaint or request for an investigation pursuant to subdivision (c ) has resulted in an adverse determination by the company may appeal the determination to the Commission. Any subsequent appeal of the dispute or complaint to the Commission shall be in accordance with the Commission adopted Rules of Practice and Procedure

e. Service to a residential customer will not be discontinued for nonpayment when the customer has previously established to the satisfaction of the company that:

(1) The customer is older, disabled, or has a medical condition, as defined in Rule 1;

(2) The customer is temporarily unable to pay for such service in accordance with the provisions of the company's tariffs; and

(3) The customer is willing to arrange installment payments satisfactory to the utility, over a period not to exceed 12 months, including arrangements for prompt payment of subsequent bills.

However, service may be discontinued to any customer who does not comply with an installment payment agreement or keep current on his or her account for water service as charges accrue in each subsequent billing period.

f. A customer's residential service may be discontinued for nonpayment of a bill for residential service previously rendered to him or her at any location served by the company.

A nonresidential service may be discontinued for nonpayment of a bill for residential as well as nonresidential service previously rendered to him or her at any location served by the company.

The discontinuance of service notice required in (b) above will be given in both cases stated in (b) before service is discontinued.

Residential service will not be discontinued for nonpayment of bills for separate nonresidential Service

g. Service will not be discontinued by reason of delinquency in payment for service on any Saturday, Sunday, Legal Holiday, or at any time which the business offices of the company are not open to the public.



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h. Where water service is provided to residential users through a master meter, the company shall make every good faith to inform the actual users, by telephone, in person, or by means of a notice when the account is in arrears that service will be discontinued in 10 days. The 15-day discontinuance notice shall be posted within a conspicuous place of each residential unit. The notice shall further inform the actual users that they have the right to become company customers without being required to pay the amount due on the account The company shall not be obligated to make service available unless and until each and every actual user of the water service then residing on the premises shall agree to the terms and | conditions of service and shall meet the requirements of the company’s rules and tariffs provided, however, that if (1) one or more actual users are willing and able to assume responsibility for the entire account to the satisfaction of the company, or (2) if there is a | physical means, legally available to the company, of selectively discontinuing service to | those actual users who have not met the requirements of the company’s rules and tariffs, | the company shall make service available to the actual users who have met those requirements

i. A reasonable attempt must be made by the company to personally contact an adult person | on the residential customer’s premises either by telephone, in person, or by mail delivery, at | least 24 hours prior to discontinuance.

For elderly and handicapped residential customers, the company shall provide at least 48 hours’ notice by telephone or in person. For elderly or handicapped customers, if telephone or personal contact cannot be made, a notice of discontinuance of service shall be posted in a conspicuous location at the service address at least 48 hours prior to discontinuance

j. Residential Customer’s Remedies Upon Receipt of Discontinuance Notice

(1) If upon receipt of a 10-day discontinuance notice, a residential customer is unable to pay, he or she must contact the company before discontinuance of service to make payment arrangements to avoid discontinuance of service.

(2) If, after contacting the company, the residential customer alleges to the Commission an inability to pay and that he is unable to make payment arrangements with the Company | he or she should write to the Commission’s Consumer Affairs Branch (CAB) to make an informal complaint. This action must be taken within the 10-day discontinuance of service notice

(3) To avoid having service turned off while you wait for the outcome of a complaint to the CPUC specifically regarding the accuracy of your bill, please contact CAB for assistance. If your case meets

the eligibility criteria, CAB will provide you with instructions on how to mail a check or money order to be impounded pending resolution of your case. You must continue to pay your current charges while your complaint is under review to keep your service on.

(4) Failure of the residential customer to observe these time limits shall entitle the Company to insist upon payment or, upon failure to pay, to discontinue the customer’s service



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k. Designation of a Third Party Representative Customers that are older, disabled, or have a medical condition, as defined in Rule 1 may designate a third party representative providing that: (1) Customer must inform Company if he or she desires that a third party receive termination or other notices on his behalf. (2) Company must be advised of name, address and telephone number of thirds party with a letter from a third party accepting this responsibility. (3) Only customers who certify that they are older, disabled, or have a medical condition, according to Rule 1, are entitled to third-party representation.

l. The Company may require payment of a collection charge of $15.00 when Company's representative goes to a customer's premises to discontinue service for nonpayment of a bill and the customer makes a payment to avoid discontinuance of service.

2. For Noncompliance with Rules The Company may discontinue service to any customer for violation of these rules after it has given the customer at least 5 days written notice of such intention. Where safety of water supply is endangered; service may be discontinued immediately without notice.

3. For Waste Water a. Where negligent or wasteful use of water exits on a customer's premises, the Company may

discontinue the service if such practices are not remedied within 5 days after it has given the customer written notice of such effect.

b. In order to protect itself against serious and unnecessary waste or misuse of water, the company may meter any flat rate service if such practices are not remedied within 5 days after it has given the customer written notice of such effect.

4. For Unsafe Apparatus or Where Service is Detrimental or Damaging to the Company or Its Customers If an unsafe or hazardous condition is found to exist on the customer's premises, or if the use of water thereon by apparatus, appliances, equipment or otherwise is found to be detrimental or damaging to the company or its customer, the service may be shut off without notice. The company will notify the customer immediately of the reasons for the discontinuance and the corrective action to be taken by the customer before service can be restored.

5. Fraudulent Use of Service When the company has discovered that a customer has obtained service by fraudulent means, or has diverted the water service for unauthorized use, the service to that customer may be discontinued without notice. The company will not restore service to such customer until that customer has complied with all filed rules and reasonable requirements of the company and the company has been reimbursed for the full amount of the service rendered and the actual cost to the company incurred by reason of the fraudulent use.



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C. Restoration of Service

1. Reconnection Charge Where service has been discontinued for violation of these rules or for nonpayment of bills, the company may charge $50.00 for reconnection of service during regular working hours or $90.00 ( I ) for reconnection of service at other than regular working hours when the customer has requested that the reconnection be made at other than regular working hours

2. To be Made During Regular Working Hours The company will endeavor to make reconnections during regular working hours on the day of the request, if conditions permit, otherwise reconnections will be made on the regular working day following the day the request is made.

3. To be Made at Other Than Regular Working Hours When a customer has requested that the reconnection be made at other than regular working hours, the company will reasonably endeavor to so make the reconnection if practicable under the circumstances.

4. Wrongful Discontinuance A service wrongfully discontinued by the utility must be restored within 24 hours without charge to the customer.

D. Refusal to Serve

1. Conditions for Refusal The company may refuse to serve an applicant for service under the following conditions:

a. If the applicant fails to comply with any of the rules as filed with the Public Utilities Commission

b. If the intended use of the service is of such a nature that it will be detrimental or injurious to existing customers.

c. If, in the judgment of the company, the applicant’s installation for utilizing the service is unsafe or hazardous, or of such a nature that satisfactory service cannot be rendered.

d. Where service has been discontinued for fraudulent use, the utility will not serve an applicant until it has been determined that all conditions of fraudulent use or practice has been corrected.

2 Notification to Customers

When an applicant is refused service under the provisions of this rule, the company will notify the applicant promptly of the reason for the refusal to serve and of the right of the applicant to appeal the company’s decision to the Public Utilities Commission.

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Travis District ADVICE LETTER FILING MAILING LIST

PER SECTION III (G) OF GENERAL ORDER NO. 96-A

KAREN L. REES City of Fairfield 1000 Webster St Fairfield, Ca 94533 [email protected]

Rich Seithel Solano Local Agency Formation Commission 675 Texas St. Suite 6700 Fairfield, Ca 94533 [email protected]

Michelle McIntyre Solano Local Agency Formation Commission 675 Texas St. Suite 6700 Fairfield, Ca 94533 [email protected]

Mike Malone City of Vallejo – Water Department 202 Fleming Hill Road Vallejo, Ca 94589 [email protected]

Beth Schoenberger City of Vallejo – Water Department 202 Fleming Hill Road Vallejo, Ca 94589 [email protected]

George Shimboff City of Fairfield Public Works – Water Division 1000 Webster Street Fairfield, Ca 94533 [email protected]

Paul Fuchslin Solano Irrigation District (SID) 810 Vaca Valley Pkwy Vacaville, Ca 95688 [email protected]

Elizabeth Luna Suisun City Municipal Utilities 701 Civic Center Blvd. Suisun City, Ca 94585 [email protected]

Cary Keaten Suisun-Solano Water Authority 810 Vaca Valley Pkwy Vacaville, Ca 95688 [email protected]

Mindy Boele City of Vacaville - Utilities Department 650 Merchant Street Vacaville, Ca 95688 [email protected]

Justen Cole City of Vacaville - Utilities Department 650 Merchant Street Vacaville, Ca 95688 [email protected]

Aisha Robbins Air Force Civil Engineer Center 3515 South General McMullen Drive Joint Base San Antonio, Tx 78225 [email protected]

Carl Silverstone Defense Logistics Agency Energy 8725 John J. Kingman Road STP 10400 Fort Belvoir, Va 22060-6222 [email protected]

Raymond Lin Travis Air Force Base 241 V St, Bldg 877 Travis AFB, Ca 94535 [email protected]

Travis District ADVICE LETTER FILING MAILING LIST

PER SECTION III (G) OF GENERAL ORDER NO. 96-A

Randall Stutzman Air Force Civil Engineer Center AFIMSC Det 9; 709 Ward Ave; (T-1990, Rm 248) Scott AFB, IL 6225-5022 [email protected]

Nikki Rooksby Defense Logistics Agency Energy 8725 John J. Kingman Road STP 10400 Fort Belvoir, Va 22060-622 [email protected]

Chasio McDaniels Defense Logistics Agency Energy 8725 John J. Kingman Road STP 10400 Fort Belvoir, Va 22060-6222 [email protected]

Kevin Brown City of Vallejo – Water Department 202 Fleming Hill Road Vallejo, Ca 94589 [email protected]

Joe Abitong City of Vallejo – Water Department 202 Fleming Hill Road Vallejo, Ca 94589 [email protected]

Dawn G. Abrahamson City of Vallejo 555 Santa Clara Street Vallejo, Ca 94590 [email protected]

County Administrator's Office 675 Texas St Fairfield, Ca 94533 [email protected]

P.U.C. Sheet Title of Sheet · 8/10/2020 · 4. Non-Residential (All Other Services) –...

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Transcript of P.U.C. Sheet Title of Sheet · 8/10/2020 · 4. Non-Residential (All Other Services) –...