The 83 Illinois Administrative Code 280 establishes rules governing the interaction between customers and their gas, electric, water and sewer utilities regulated by the Illinois Commerce Commission. The complete rule is available on the Commission’s web site. Consumers may obtain detailed information about the rule and assistance with dispute resolution using the following contact information.
Contact information for inquiries and complaints:Following is a summary of subjects addressed in the Part 280 rules:
The rule addresses application content, past due debts, the timeline for application processing and service activation. Also included is an optional prearranged agreement by landlords and property managers to become responsible for utility service when a tenant leaves the premises.
The rule includes notice of a demand for deposit, deposit amount, deposits from applicants and present customers, interest on deposits, and refund of a deposit. Additional deposit rules apply for low-income customers.
The rule includes minimum billing content, billing disclosure requirements, and bill delivery
The rule includes payment methods, late fees, and returned payments. There is also a late payment fee waiver for low-income customers. The rule includes budget payment plans and preferred payment due dates for eligible customers.
The rule includes utility meter reading responsibility, estimated bills, and previously unbilled service.
The rule includes procedures for customers to receive credits and refunds for overpayment and overcharges for utility service. It addresses payment of interest and time limit to file a complaint.
The rule includes deferred payment arrangements (DPA) to give customers the opportunity to retire past due debts and retain utility service. It includes eligibility requirements, amount of down payment, and length of DPA. Also included are conditions for reinstatement of a DPA in default. Additional provisions apply for low income customers.
The rule provides for disconnection of utility service, notification prior to disconnection including reason for disconnection and how to avoid disconnection. The rule also includes conditions under which a utility is prohibited from disconnecting customers. A section addresses disconnection of residential heating services from December 1 through March 31, disconnection for lack of access to multi-meter premises, and disconnection of master-metered apartment buildings.
The rule provides temporary (60 days) protection from disconnection of residential service in cases of certified medical necessity. The utility will automatically set a Medical Payment Arrangement to allow the customer to retire past due amounts by periodic installments.
The rule provides for timely reconnection of service when customers have corrected the reasons for disconnection or provided valid medical certification. A section includes special provisions for reconnection of former residential customers during the winter heating season
The rule defines an illegal tap as a diversion of utility service in which someone other than the customer of record receives a portion of the customer’s metered service without the customer’s consent. The utility is required to investigate a high bill complaint. If a tap is found, the utility will attempt to notify the property owner or landlord and instruct the tap be removed. The utility must provide notice of the investigation results to the customer.
The rule prohibits tampering with utility wires, pipes, meters, and other equipment. The utility must have proof that the tampering occurred, that the customer benefitted from the tampering, and that the utility’s billing is reasonable. Once the utility has proof of tampering, it must report the details of the investigation to the customer.
The rule includes the process by which a utility and its customer may resolve complaints. If a customer is not satisfied with the resolution, the customer may pursue the complaint through the Commerce Commission’s complaint process also described in the rule.
The rule defines a low income customer as a residential customer who has qualified under the income criteria of Section 6 of the Energy Assistance Act of 1989. Qualification is effective when the Low Income Home Energy Assistance Program (LIHEAP) administrator notifies the customer’s utility of the customer’s low income status which must be renewed annually.