25-30.335. Customer Billing

(1) Except as provided in this rule, a utility must render bills to customers at regular intervals, and each bill must indicate the billing period covered; beginning and ending meter reading; the amount of the bill; the delinquent date or the date after which the bill becomes past due; and any authorized late payment charge.

(2) When a utility is unable to obtain an actual meter read, estimated bills may be provided.

(a) If the utility estimates a bill, the word “Estimated” must be prominently displayed on the face of the bill.

(b) The utility is obligated to timely correct any problems within the utility’s control causing the need to estimate bills. In no event may a utility provide an estimated bill to any one customer account more than four times in any 12-month period due to circumstances that are within the utility’s control and service obligations.

(c) Upon issuance of a second estimated bill in a 6-month period, the utility must provide the customer with an explicit written explanation for the estimation, along with the utility contact information and the Commission toll-free complaint number, 1(800)342-3552.

(d) The utility must maintain records for a minimum of two years, detailing the number, frequency, and causes of estimated bills, and those records must be made available upon request to the Commission or to any party to a rate proceeding for the utility.

(3) When service is rendered for less than 50 percent of the normal billing cycle, the utility must prorate the base facility charges, flat rates, or rates that include minimum usage as though the normal billing cycle were 30 days. The utility may elect to not issue an initial bill if the service is rendered for a period less than 50 percent of the normal billing cycle. Instead, the utility may elect to issue a single bill combining the amount owed for the service rendered during the initial time period with the amount owed for the next billing cycle.

(4) If a customer requests a temporary discontinuance of service or is out of residence:

(a) Utilities that have the base facility charge rate structure must continue to bill the base facility charge.

(b) Utilities that have a flat rate or a rate that includes minimum usage must bill the customer 40 percent of the flat or minimum rate contained on the applicable tariff.

(5) If a customer requests a permanent termination of service and the same customer subsequently requests service at the same location within 12 months of that termination, the utility must bill the customer the base facility charges or 40 percent of the flat rate or rates that include minimum usage for the service termination period. The customer is responsible for payment of all outstanding rates and charges for the termination period in order for service to be restored.

(6) A utility may not consider a customer delinquent in paying his or her bill until the 21st day after the utility has mailed or presented the bill for payment.

(7) A utility must establish each point of delivery as an independent customer account and must calculate the amount of the bill accordingly, except where physical conditions make it necessary to use additional meters or points of delivery for one class of service to a single customer on the same premises, or where such multiple meters or delivery points are used for the convenience of the utility.

(8) A utility may not incorporate municipal or county franchise fees into the amount indicated as the cost for service on the customer’s bill. Rather, the utility must show any such franchise fee as a separate item.

(9) The utility must maintain a record of each customer’s account for the most current 2 years so as to permit reproduction of the customer’s bills during the time that the utility provided service to that customer.

Rulemaking Authority 350.127(2), 367.121 FS. Law Implemented 367.121 FS. History–New 9-14-74, Amended 6-21-79, Formerly 25-10.97, 25-10.097, Amended 11-10-86, 11-30-93, 6-17-13, 4-22-21.