Home : Consumer Info : Your  Rights

Search DPS

• About VT DPS
• Information for Consumers
  • Filing a Complaint
  • Your Rights as a Consumer
  • Payment Assistance
  • Programs for People with Disabilities
  • Consumer Alerts & Information
  • Company Scorecards
• Information for Industry
• Plans & Publications
• Dockets
• Other Resources
• Press Releases
• DPS Divisions
• Contact Us
• Public Service Board

Your Rights as a Consumer

Vermont ensures certain rights to utility customers through standards and regulations that ensure service quality and consumer protection to the state's utility consumers. But your rights are only useful if you know them.

The Public Service Board (PSB) rule governing how utilities must operate, such as how deposits are calculated, when may a utility disconnect service, and how a utility must work to make reasonable repayment arrangements when consumers have trouble paying bills. In this section you will find the information about the rights you have as a Vermont consumer.

Deposits and Disconnections

Do I Need a Lawyer to Understand My Rights?

Telecommunications

Consumer Bill of Rights & Consumer Protection Standards

Wireless Communications

Wireless Consumer Code of Conduct

Deposits and Disconnections

Telecommunications, Electric, Water, Cable, and Natural Gas companies all are governed by Public Service Board ("PSB") rules related to Deposits and Disconnection of service.

• All of these utilities must meet the deposit rules detailed in Rule 3.200.

• Residential service disconnections - except for Cable TV - are governed by Rule 3.300.

• Nonresidential disconnections and all Cable Television disconnections are addressed under Rule 3.400.

Propane Gas Fuel operates under a separate set of rules called CF 111. This industry is not regulated by the Public Service Board. If you have any questions or need assistance about a propane issue, contact the Consumer Assistance Program of the Vermont Attorney General's Consumer Protection Division.

Do I Need a Lawyer to Understand My Rights?

Not at all! The Department of Public Service publishes Utilities And You, a simple guide to your rights and responsibilities as a utility consumer.

In it you will find helpful information including: What to do if you are shut off; When must a utility offer reasonable repayment arrangements; Extra protections you have during winter; Using a doctor's note to keep service on; What your options are when asked to pay a deposit.

Look this over this guide as you prepare to work with your utility to resolve any payment-related problems.

Telecommunications

Some form of competition is available in most telephone markets today. A competitive market produces many benefits to consumers such as lower rates and variety in services offered. Competition also brings the potential for abuses from the occassional unscrupulous company. "Slamming," "cramming" and other practices have demonstrated the need for consumer protection standards in this continually evolving environment.

In addition to its rules, the PSB in 1999 adopted Consumer Protection Standards and a Consumer Bill of Rights that provide Vermont consumers the protections they need to enjoy the benefits of competition.

Consumer Bill of Rights & Consumer Protection Standards

The Vermont Public Service Board established for all telephone customers a Consumer Bill of Rights. These basic principles guide the interaction between service providers and consumers.

To enforce the Consumer Bill of Rights, the PSB ordered the establishment of specific consumer protection and privacy provisions. All carriers authorized to provide services in Vermont are required to comply with the order.

Wireless Communications

The last several years have seen a flurry of activity as the number of wireless service providers and the variety of services offered have increased. Some Vermonters now rely on wireless telephone services as their primary telephone service.

Wireless companies that provide telecommunications service fall within the jurisdiction of the PSB. Federal law and Federal Communications Commission rulings, however, restrict somewhat state jurisdiction over wireless service. In addition, the Public Service Board has determined that some regulations that apply to traditional wireline telephones should not apply to wireless. In particular, wireless carriers in general do not have to meet the consumer protection standards discussed above. When shopping for wireless service, be aware that some of the consumer protections that apply to wireline service do not apply to cellular phones.

Wireless carriers that apply for and receive designation from the PSB as "eligible telecommunications carriers" -- a status which provides carriers access to federal "high cost" universal service funds -- are subject to similar consumer protections as wireline carriers. At present, one wireless carrier has this designation.

Wireless Consumer Code of Conduct

Most wireless carriers have agreed to adhere to a voluntary Consumer Code of Conduct (pdf file) CTIA is the wireless industry’s largest association that represents all sectors of wireless communications. The names of companies that are participating in the code are available on the CTIA website.

While this is a voluntary effort by the wireless companies, if you believe a carrier has violated these principles, please let us know. We may be able to help.