Q: Where can residents get help if they suspect they are being over-charged on utility bills?
A: Most parks are “master-meter” operators that own, operate and maintain the electric, gas and water distribution system within the park and bill their residents with the monthly rent statement. Under the state Public Utilities Code, master-meter customers (parks) shall charge no more than the local serving utility would charge a resident, including passing through any low-income rebates or discounts, such as “CARE.” Residents can call County Weights and Measures (W&M) to have them check the accuracy of their meters and assure they have been correctly calibrated. Some W&M offices are willing to look into billing complaints, such as failure to provide proper billings or post rates, but most only check the accuracy of the meters. The California Public Utilities Commission (CPUC) is required to take informal complaints ((800) 649-7570) from residents in master-meter parks. The CPUC often refers these complaints to the serving utility to work out with the park management. If a third party billing agent prepares the utility billings for the park, the management shall disclose the contact information of the billing agent on residents’ billings. (Civil Code §798.40(b))
Recap:
- The resident must prove overcharge
- CPUC is required to take informal complaints (800-649-7570)
- Contact information for third party billing agents must be disclosed on the residents’ utility billings.
Source: California Department of Housing and Community Development (HCD)
