Office of the Ohio Consumers' Counsel

Message from the Consumers' Counsel:

Understanding Utility Bills and Services Vital to Consumer Protections

Consumer protections are one of the main issues the Office of the Ohio Consumers’ Counsel, your residential utility consumer advocate, is constantly looking to achieve and improve upon for Ohio’s 4.5 million households. There are many protections available to utility consumers which are common knowledge and others that are not known very well. When it comes to these utility consumer protections, what is your knowledge?

Did you know?

• Consumers who have signed up for the federal Do-Not-Call Registry can be contacted by businesses they have had prior relationships with for up to 18 months after the relationship with that specific business has been terminated. However, if you want to end all calls from that business immediately, ask to be put on the business’ do-not-call list as well.

• DSL Internet service may be available from telephone companies as a stand-alone service. This means you do not have to subscribe to phone service to have just the internet service.

• First and final actual meter readings are extremely important. These readings establish the time period specific consumers are responsible for utility service at their residence. So contact your utility to request these critical readings to avoid financial liability disputes in the future about service used by the person who moves in before or after you.

• Homeowners are responsible for all utility lines and wires inside the house. In some instances, the responsibility also may be on the homeowner for utility equipment on the property, such as natural gas risers or service lines from the home to the street curb.

• If you purchase utility line insurance, be sure you know the specific provider, terms and coverage of the plan and compare offers, if possible.

• Electric and natural gas technicians must have access to your meters at least once a year. Service can be disconnected if access is not provided. Additionally, consumers can request meter readings or can call in an actual meter reading to the company.

• If you are having problems making telephone calls, plugging the telephone into the network interface attached to the outside of the house can help pin-point if the problem is inside the house or in an outside telephone line. In most homes, the network interface is found where the phone wires enter your house.

• Several third-party companies are allowed to bill through consumers’ telephone bills. Some may be legitimate while others use deceptive practices to authorize charges. Consumers can request their telephone provider block any incoming third-party charges. In most cases, this can prevent slamming (switching your service without authorization) and cramming (adding services and charges to your bill without authorization).

• If you pay a utility bill via direct withdrawal from your bank account, be sure to verify the charges are accurate each month and contact the company immediately if they are not.

• In 2008, one in 10 Ohio house households experienced a disconnection of their gas or electric services.  Programs are available, and arrangements can be made, to assist many consumers facing disconnections.

Utilities are an essential service and they can be difficult for consumers to understand. It is important, however, to know your rights as a utility consumer and for what you are paying.  For more than 30 years, the OCC has been helping consumers understand their rights and resolve their complaints. If you have questions about your utilities, contact the Ohio Consumers’ Counsel for personal assistance. Consumer services representative from the OCC are available toll free at 1-877-742-5622 and online at www.pickocc.org.

Best regards,

Janine L. Migden-Ostrander