Customer rights and responsibilities

Over the past several years, Peoples Gas worked with the Illinois Commerce Commission and other Illinois utilities to improve the state's regulations dealing with customer rights and responsibilities. These regulations, known as 83 Illinois Administrative Code Section 280 (Part 280), establish fair, clear procedures for utilities to follow regarding:

  • Eligibility for service
  • Customer deposits
  • Billing
  • Payments
  • Refunds
  • Disconnection of service

The improvements called for in the revised Part 280 must be fully implemented by May 1, 2016. You can follow our progress toward that goal on the checklist below.

If you have questions about Part 280, please call us at 866-556-6001. You can read Part 280 online or review copies of it at the ICC's offices at 160 N. LaSalle St., Suite C-800, Chicago, IL 60601 or 527 E. Capitol Ave., Springfield, IL 62701.

Part 280 Implementation Checklist

Section # Section Title Due Date Date Implemented Old Requirement
280.15 Compliance New Section
.15 Compliance May 2016 Completed May 2016  
Section # Section Title Due Date Date Implemented Old Requirement
280.30 Application 280.50 Applicants for Service
.30.b Information Requirements Aug 2015 Completed Aug 2015  
.30.c Methods Nov 2014 Completed Nov 2014
.30.d Application Content Aug 2015 Completed Aug 2015
.30.e Requirements for Successful Application Nov 2014 Completed Nov 2014
.30.f Applicable Past Due Debts Aug 2015 Completed Aug 2015
.30.g Disputed Past Due Debts Nov 2014 Completed Nov 2014
.30.h Deposit Payment Requirement Aug 2015 Completed Aug 2015
.30.i.1 Timeline for Application Process Aug 2015 Completed Aug 2015
.30.i.2,3 Timeline for Application Process May 2016 Completed May 2016
.30.j.2-7 Timeline for Service Activation May 2016 Completed May 2016
.30.j.8 Timeline for Service Activation May 2016 Completed May 2016
.30.k Data Collection and Maintenance Requirements May 2016 Completed May 2016
Section # Section Title Due Date Date Implemented Old Requirement
280.35 Revert to Landlord / Property Manager Agreements New Section
.35.b Prearrangement to be in Writing May 2015 Completed May 2015  
.35.c Notice to Landlord When Responsibility Reverts to Them May 2015 Completed May 2015
.35.d Tenant Bills Nov 2014 Completed Nov 2014
.35.e Accuracy of Billing May 2015 Completed May 2015
.35.f Itemization of Transfer Balances May 2016 Completed May 2016
Section # Section Title Due Date Date Implemented Old Requirement
280.40 Deposits 280.60 Present Customers and 280.70 Deposits
.40.b Notice requirement for Deposit Assessment for Applicant and Customers May 2016 Completed May 2016  
.40.c Methodology for Deposit Calculation for Residential/Small Business Customers and Other Customers Nov 2014 Completed Nov 2014
.40.d Applicant Deposit "Trigger" Aug 2015 Completed Aug 2015
.40.e.1,2 Present Customer Deposit "Trigger" May 2016 Completed May 2016
.40.e.3,4 Present Customer Deposit "Trigger" Nov 2014 Completed Nov 2014
.40.f Timing of Deposit Payment Nov 2014 Completed Nov 2014
.40.g Deposit Interest May 2016 Completed May 2016
.40.h Refund Conditions for Deposits May 2016 Completed May 2016
.40.i Issuance of Deposit Refund Aug 2015 Completed Jul 2015
.40.j Records of Deposits May 2016 Completed May 2016
.40.k Data Collection and Maintenance Requirements May 2016 Completed May 2016
Section # Section Title Due Date Date Implemented Old Requirement
280.45 Deposits for Low Income Customers 280.70 Deposits
.45 Requirements for Deposit Dec 2015 Completed Nov 2015
Section # Section Title Due Date Date Implemented Old Requirement
280.50 Billing New Section
.50.b Billing Cycle Aug 2015 Completed Aug 2015  
.50.c Bill Content May 2016 Completed May 2016
.50.d Bill Delivery Nov 2014 Completed Nov 2014
.50.e Due Dates Nov 2014 Completed Nov 2014
.50.f Bill Transfer May 2016 Completed May 2016
.50.g Bill Example Apr 2016 Completed Aug 2015
Section # Section Title Due Date Date Implemented Old Requirement
280.60 Payment 280.90 Past Due Bills and Late Payment Charges
.60.b Methods of Payment Aug 2015 Completed Aug 2015  
.60.c.1 Late Payment May 2016 Completed May 2016
.60.c.2,3 Late Payment Aug 2015 Completed Aug 2015
.60.d.1, 3-6 Late Fees Aug 2015 Completed Aug 2015
.60.d.2 Late Fees May 2016 Completed May 2016
.60.e Returned Payments Nov 2014 Completed Nov 2014
Section # Section Title Due Date Date Implemented Old Requirement
280.65 Late Payment Fee Waiver for Low Income Customers New Section
.65 Waiver, Qualification and Expiration of Qualification Dec 2015 Completed Nov 2015  
Section # Section Title Due Date Date Implemented Old Requirement
280.70 Preferred Payment Date 280.90 Past Due Bills and Late Payment Charges
.70.b Notification May 2016 Completed May 2016  
.70.c Eligibility Nov 2014 Completed Nov 2014
.70.d Options Nov 2014 Completed Nov 2014
.70.e Removal Nov 2014 Completed Nov 2014
Section # Section Title Due Date Date Implemented Old Requirement
280.80 Budget Payment Plan 280.120 Budget Payment Plan
.80.b Applicability Nov 2014 Completed Nov 2014  
.80.c.1 Eligibility Nov 2014 Completed Nov 2014
.80.c.2 Eligibility May 2016 Completed May 2016
.80.d Offering Nov 2014 Completed Nov 2014
.80.e Enrollment Nov 2014 Completed Nov 2014
80.f Bill Itemization May 2016 Completed May 2016
.80.g.1 Periodic Adjustments Nov 2014 Completed Nov 2014
.80.g.2 Periodic Adjustments Aug 2015 Completed Aug 2015
.80.h Reconciliation Aug 2015 Completed Aug 2015
.80.i Late Payments Nov 2014 Completed Nov 2014
.80.j Transfer of Service Nov 2014 Completed Nov 2014
.80.k.1 Cancellation Nov 2014 Completed Nov 2014
.80.k.2 Cancellation Nov 2014 Completed Nov 2014
.80.k.3 Cancellation May 2016 Completed May 2016
.80.k.4 Cancellation Nov 2014 Completed Nov 2014
Section # Section Title Due Date Date Implemented Old Requirement
280.90 Estimated Bills 280.80 Estimated Bills
.90b.1 Utility Meter Reading - every 2 billing periods Nov 2014 Completed Nov 2014  
.90.b.2 Utility Meter Reading - if ERT, reading every billing period Nov 2014 Completed Nov 2014
.90.b.3 Utility Meter Reading May 2016 Completed May 2016
.90.b.4 Utility Meter Reading Nov 2014 Completed Nov 2014
.90.b.5 Utility Meter Reading N/A N/A
.90.b.6 Utility Meter Reading May 2016 Completed May 2016
.90.c Customer-Conducted Meter Read May 2016 Completed May 2016
.90.d Meter Readings for Beginning and Ending Service May 2016 Completed May 2016
.90.e Estimated Bill Formula May 2015 Completed May 2015
.90.f Bill Labeling Nov 2014 Completed Nov 2014
.90.g No Disconnection for 2 Estimated Bills Unless Meter is Read May 2016 Completed May 2016
Section # Section Title Due Date Date Implemented Old Requirement
Part 280.100 Previously Unbilled Service 280.100 Unbilled Service
.100.b Time Limits Nov 2014 Completed Nov 2014
.100.c Itemization May 2016 Completed May 2016
.100.d Calculation Nov 2014 Completed Nov 2014
.100.e Payment Nov 2014 Completed Nov 2014
Section # Section Title Due Date Date Implemented Old Requirement
Part 280.110 Refunds and Credits 280.75 Refunds and 280.76 Refunds of Additional Charges
.110.b Billing Time Period for Refunds and Credits Due to Overcharges Resulting from Utility Error Nov 2014 Completed Nov 2014  
.110.c Billing Time Period for Refunds and Credits Due to Overcharges without Utility Error Nov 2014 Completed Nov 2014
.110.d Interest on Refunds and Credits Apr 2016 Completed Jan 2016
.110.e Itemization of Overcharges May 2016 Completed May 2016
.110.f Credit to Bill Statement or Direct Refund to Customer Nov 2014 Completed Nov 2014
.110.g Time Limit to File Complaint Nov 2014 Completed Nov 2014
Section # Section Title Due Date Date Implemented Old Requirement
Part 280.120 Deferred Payment Arrangements 280.110 Deferred Payment Arrangements
.120.b.1 Eligibility Nov 2014 Completed Nov 2014
.120.b.2 Eligibility Nov 2014 Completed Nov 2014
.120.c Amounts Included in DPA Nov 2014 Completed Nov 2014
.120.d Transfer May 2016 Completed May 2016
.120.e.1 Bill Itemization May 2016 Completed May 2016
.120.e.2 Bill Itemization May 2016 Completed May 2016
.120.f Down Payment Nov 2014 Completed Nov 2014
.120.g Length of DPA Nov 2014 Completed Nov 2014
.120.h Installments Nov 2014 Completed Nov 2014
.120.i Default Nov 2014 Completed Nov 2014
.120.j.1 Reinstatement Nov 2014 Completed Nov 2014
.120.j.2 Reinstatement May 2016 Completed May 2016
.120.j.3 Reinstatement Nov 2014 Completed Nov 2014
.120.j.4 Reinstatement Nov 2014 Completed Nov 2014
.120.k Renegotiation May 2016 Completed May 2016
.120.l Overlapping Arrangements Nov 2014 Completed Nov 2014
.120.m Eligibility for Winter DPA Nov 2014 Completed Nov 2014
Section # Section Title Due Date Date Implemented Old Requirement
Part 280.125 Deferred Payment Arrangements for Low Income Customers New Section
.125.b Down Payment Aug 2015 Completed Aug 2015  
.125.c Length of DPA Aug 2015 Completed Aug 2015
.125.d Reinstatement Fee Waiver Nov 2014 Completed Nov 2014
.125.e Amended DPA Dec 2015 Completed Nov 2015
Section # Section Title Due Date Date Implemented Old Requirement
Part 280.130 Disconnection of Service 280.130 Discontinuance of Service
.130.b.1 Allowable Reasons for Disconnection: Nonpayment of Past Due Bills Nov 2014 Completed Nov 2014
.130.b.2 Allowable Reasons for Disconnection: Nonpayment of Deposit Nov 2014 Completed Nov 2014
.130.b.3 Allowable Reasons for Disconnection: Nonpayment of Deposit Related to 280.210 May 2016 Completed May 2016
.130.b.4 Allowable Reasons for Disconnection: Failure to Provide Access to Multi-Meter Premises Related to 280.140 May 2016 Completed May 2016
.130.b.5 Allowable Reasons for Disconnection: Failure to Provide Access to Single Customer Premises Nov 2014 Completed Nov 2014
.130.b.6 Allowable Reasons for Disconnection: Occupant Usage w/o Customer of Record May 2016 Completed May 2016
.130.b.7 Allowable Reasons for Disconnection: Tampering Nov 2014 Completed Nov 2014
.130.b.8 Allowable Reasons for Disconnection: Noncompliance with Utility Tariff Nov 2014 Completed Nov 2014
.130.b.9 Allowable Reasons for Disconnection: Noncompliance with Commission Order Nov 2014 Completed Nov 2014
.130.b.10 Allowable Reasons for Disconnection: Unsafe Conditions Nov 2014 Completed Nov 2014
.130.b.11 Allowable Reasons for Disconnection: Cooperation with Civil Authorities Nov 2014 Completed Nov 2014
.130.c Non-deniable Charges Nov 2014 Completed Nov 2014
.130.d Disconnection Notice Content Aug 2015 Completed Aug 2015
.130.e Method of Disconnection Notice Delivery Nov 2014 Completed Nov 2014
.130.f Third Party Notice Nov 2014 Completed Nov 2014
.130.g Timing of Notice Nov 2014 Completed Nov 2014
.130.h.1 Exemptions of Notice Requirements May 2016 Completed May 2016
.130.h.2-6 Exemptions of Notice Requirements Nov 2014 Completed Nov 2014
.130.i.1 Warning Letter Required Instead of Appendix A (Disconnection Notice for Occupant Usage without Valid Customer): Warning Letter May 2016 Completed May 2016
.130.i.2 Warning Letter Required Instead of Appendix A (Disconnection Notice for Occupant Usage without Valid Customer): Duplicate Warning Letter to Landlord May 2016 Completed May 2016
.130.i.3 If No Response Within 10 days, Right to Disconnect Service May 2016 Completed May 2016
.130.i.4 Customer Requests Service Disconnection May 2016 Completed May 2016
.130.j Warning Call to Residential and Master-Metered Customers May 2016 Completed May 2016
.130.k.1 Obligation to Act May 2016 Completed May 2016
.130.k.2 Obligation to Act Nov 2014 Completed Nov 2014
.130.l Time of Day and Day of the Week Prohibitions and Limitations May 2016 Completed May 2016
.130.m Medical Certification May 2015 Completed May 2015
.130.n Temperature Prohibitions Nov 2014 Completed Nov 2014
.130.o Energy Act of 1989 Participants (Low Income Customers) Winter Disconnection Prohibition Nov 2014 Completed Nov 2014
.130.p Electric Space-Heating Customer Winter Disconnection Prohibition N/A N/A
.130.q Military Personnel on Active Duty Disconnection Prohibition Nov 2014 Completed Nov 2014
.130.r Service Member or Veteran Disconnection Prohibition Nov 2014 Completed Nov 2014
Section # Section Title Due Date Date Implemented Old Requirement
Part 280.135 Winter Disconnection of Residential Heating Services (Dec 1-Mar 31) 280.136 Participants Discontinuance Prohibition and 280.140 Discontinuance of Service
.135 Winter Disconnection for Nonpayment Nov 2014 Completed Nov 2014
Section # Section Title Due Date Date Implemented Old Requirement
Part 280.140 Disconnection for Lack of Access to Multi-Meter Premises 280.140 Discontinuance of Service
.140.b Allowable Reasons for Disconnection of an Entire Multi-Meter Premises May 2016 Completed May 2016  
.140.c Utility Actions Required Prior to Disconnection of an Entire Multi-Meter Premises May 2016 Completed May 2016
.140.d Inconvenience Compensation Credit May 2016 Completed May 2016
.140.e Limitations on Non-payment Disconnections for Multi-Meter Premises May 2016 Completed May 2016
.140.f Reconnection May 2016 Completed May 2016
.140.g Data Collection and Maintenance May 2016 Completed May 2016
Section # Section Title Due Date Date Implemented Old Requirement
Part 280.150 Disconnection of Master-Metered Apartment Buildings 280.140 Discontinuance of Service
.150.a Information Requirements Nov 2014 Completed Nov 2014  
.150.b Notice and Posting Nov 2014 Completed Nov 2014
Section # Section Title Due Date Date Implemented Old Requirement
Part 280.160 Medical Certification 280.130 Discontinuance of Service
.160.b Certifying Parties Nov 2014 Completed Nov 2014  
.160.c Method of Certification May 2015 Completed May 2015
.160.d Certificate content Nov 2014 Completed Nov 2014
.160.e Certificate timing May 2015 Completed May 2015
.160.f Restoration of Service May 2015 Completed May 2015
.160.g Duration of Certificate May 2015 Completed May 2015
.160.h Data Collection May 2016 Completed May 2016
.160.i Medical Payment Arrangements May 2016 Completed May 2016
.160.j New Certification for Previously Certified Accounts May 2015 Completed May 2015
Section # Section Title Due Date Date Implemented Old Requirement
Part 280.170 Timely Reconnection of Service 280.150 Service Reconnection Charge
.170.b Timing May 2016 Completed May 2016  
.170.c Lack of Access, Exception May 2016 Completed May 2016
.170.d Disconnection Not a Meter or Normal Place, Exception May 2016 Completed May 2016
.170.e Damage or Unsafe Circumstances, Exception May 2016 Completed May 2016
.170.f Unforeseen Circumstances, Temporary Exception May 2016 Completed May 2016
.170.g Shut-off in Error - Charges Nov 2014 Completed Nov 2014
Section # Section Title Due Date Date Implemented Old Requirement
Part 280.180 Reconnection of Former Residential Customer for the Heating Season 280.138 Reconnection of Former Residential Utility Customers
.180.a Applicability Nov 2014 Completed Nov 2014  
.180.b Limitations Nov 2014 Completed Nov 2014
.180.c DPA Nov 2014 Completed Nov 2014
.180.d Payment Nov 2014 Completed Nov 2014
.180.e Reconnection Nov 2014 Completed Nov 2014
.180.f Requirement in Writing Nov 2014 Completed Nov 2014
.180.g Survey and Notice to Affected Customers Nov 2014 Completed Nov 2014
.180.h ICC Reporting Nov 2014 Completed Nov 2014
.180.i Collections Process Nov 2014 Completed Nov 2014
Section # Section Title Due Date Date Implemented Old Requirement
Part 280.190 Treatment of Illegal Taps 280.105 Treatment of Illegal Taps
.190.b Utility Investigation Nov 2014 Completed Nov 2014  
.190.c Notice of Investigation Results Nov 2014 Completed Nov 2014
.190.d Disconnection of Service Nov 2014 Completed Nov 2014
.190.e Utility Determination of Benefiting Party Apr 2015 Completed Apr 2015
.190.f Construction Error Nov 2014 Completed Nov 2014
.190.g Charges if Customer Benefited Nov 2014 Completed Nov 2014
Section # Section Title Due Date Date Implemented Old Requirement
Part 280.200 Tampering 280.100 Unbilled Service
.200.b Proof Nov 2014 Completed Nov 2014  
.200.c Investigation Aug 2015 Completed Aug 2015
.200.d Notice to Customer Nov 2014 Completed Nov 2014
.200.e Remedy Nov 2014 Completed Nov 2014
.200.f Timing Nov 2014 Completed Nov 2014
.200.g Record Keeping Nov 2014 Completed Nov 2014
Section # Section Title Due Date Date Implemented Old Requirement
Part 280.205 Non-Residential Tampering New Section
.205.b Disconnection Apr 2016 Completed Dec 2015  
Section # Section Title Due Date Date Implemented Old Requirement
Part 280.210 Payment Avoidance by Location New Section
.210.b Conditions Apr 2016 Completed Dec 2015
.210.c Exemption Apr 2016 Completed Dec 2015
.210.d Notification of PAL Apr 2016 Completed Dec 2015
.210.e Deposit Apr 2016 Completed Dec 2015
.210.f Burden of Proof Apr 2016 Completed Dec 2015
.210.g Data Collection and Maintenance Apr 2016 Completed Dec 2015
Section # Section Title Due Date Date Implemented Old Requirement
Part 280.220 Utility Complaint Process 280.160 Dispute Procedures
.220.b Customer Contact Nov 2014 Completed Nov 2014  
.220.c Methods of Contact Nov 2014 Completed Nov 2014
.220.d Availability Nov 2014 Completed Nov 2014
.220.e Complaint Response Timeline Nov 2014 Completed Nov 2014
.220.f Customer Payment During Complaint Nov 2014 Completed Nov 2014
.220.g.1 Late Fees Aug 2015 Completed Mar 2015
.220.g.2 Late Fees May 2016 Completed May 2016
.220.h Third Party Services and Billing May 2016 Completed May 2016
.220.i Appeal to Supervisor Aug 2015 Completed Aug 2015
.220.j Record Keeping May 2016 Completed May 2016
.220.k Prohibition on Disconnection Nov 2014 Completed Nov 2014
.220.l Appeal to Commission Complaint Process Aug 2015 Completed Aug 2015
Section # Section Title Due Date Date Implemented Old Requirement
Part 280.230 Commission Complaint Process 280.170 Commission Complaint Procedures
.230.b Intake of Customer Complaints by ICC N/A N/A  
.230.c Presentation of the Complaint to the Utility Nov 2014 Completed Nov 2014
.230.d Timeline to Answer Nov 2014 Completed Nov 2014
.230.e Extension Nov 2014 Completed Nov 2014
.230.f Utility Answer to the Informal Complaint Aug 2015 Completed Aug 2015
.230.g Prohibition on Disconnection Nov 2014 Completed Nov 2014
.230.h Right to Appeal Aug 2015 Completed Mar 2015
.230.i Timeline to File a Formal Complaint Nov 2014 Completed Nov 2014
Section # Section Title Due Date Date Implemented Old Requirement
Part 280.240 Public Notice of Commission Rules 280.180 Public Notice of Commission Rules
.240 Public Notice of Commission Rules Aug 2015 Completed Aug 2015  
Section # Section Title Due Date Date Implemented Old Requirement
Part 280.250 Second Language Requirements 280.190 Second Language Notices
.250 Second Language Requirements Nov 2014 Completed Nov 2014  
Section # Section Title Due Date Date Implemented Old Requirement
Part 280.260 Customer Information Packet 280.200 Customer Information Booklet
.260.b Content Aug 2015 Completed Aug 2015  
.260.c Distribution Aug 2015 Completed Aug 2015
.260.d Filing with Commission Aug 2015 Completed Aug 2015
Appendices
280.Appendix A Disconnection Notice      
280.Appendix B Customer Rights      
280.Appendix C Public Notice      
280.Appendix D Disconnection Notice Insert