New York Codes, Rules and Regulations [NYCRR]
Title 16. Department of Public Service
Chapter I. Rules of Procedure
Subchapter B. Procedures and Requirements Concerning Consumer Protections
Part 12 Consumer Complaint Procedures
§12.3 Continuation of service while a complaint is at the commission.
(a) A utility shall not terminate, disconnect or suspend a customer's service, based on amounts billed that have not been paid and which are in dispute, from the time that a complaint or an appeal of a complaint is filed with the commission until 15 days after the decision is mailed or personally communicated to the customer or his or her representative.
(b) In order to continue service during the time a complaint or an appeal of a complaint is at the commission, the utility may require the customer to pay amounts of bills not in dispute. If the undisputed amount is not paid, the utility may be entitled to terminate, disconnect, or suspend the customer's service. Should there be any question as to the amount in dispute, staff will make a reasonable estimate, establishing the disputed amount.