Skip to main navigation.

Member Bill of Rights

As a residential customer of a regulated public utility in Kentucky, subject to Kentucky Revised Statutes and the provisions of the Kentucky Public Service Commission Administrative Regulations, you are guaranteed the following rights:

  • To service, provided you (or a member of your household whose debt was accumulated at your address) are not indebted to the utility.
  • To inspect and review the utility’s rates and tariffed operating procedures during the utility’s normal office hours.
  • To be present at any routine utility inspection of your service conditions.
  • To dispute the reasons for any announced termination of your service.
  • To negotiate a partial payment plan when your service is threatened by disconnection for nonpayment provided you are not delinquent under a previous agreement and appear in person to negotiate this agreement prior to your scheduled disconnect date.
  • To participate in equal, budget payment plans for your electric service provided you meet the guidelines set forth in the rules and regulations of the Cooperative.
  • To maintain your utility service for up to thirty (30) days upon presentation of a medical certificate issued by a health official.
  • To prompt (within 24 hours) restoration of your service when the cause for discontinuance of the service has been corrected.
  • To be provided a separate, distinct disconnect notice alerting you to a possible disconnection of your service if payment is not received.
  •  If service has not been disconnected,  maintain 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 service has been disconnected due to nonpayment, to have your electric service reconnected between the months of November through March provided you:
  1. Present a Certificate of Need issued by the Kentucky Cabinet for Human Resources, and
  2. Pay one third (1/3) of your outstanding bill ($200 maximum), and
  3. Accept referral to the Human Resources’ Weatherization Program, and
  4. 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 by calling toll free:  (1-800-772-4636).


The Customer Bill of Rights is referenced in 807 KAR 5:006 Section 13.


Powered by Touchstone Energy Cooperatives Logo
Co-op  Connections Card Cooperative Action Network