|(a) Applicability. This section applies to retail electric providers (REPs), aggregators, and the registration agent. (b) Retail electric providers (REPs). A REP shall provide the following information to an applicant or customer in English, Spanish, or the language used in the marketing of service, as designated by the applicant or customer. (1) Terms of service documents, Electricity Facts Label, customer bills, and customer bill notices; (2) information on the availability of new electric services, discount programs, and promotions; and (3) access to customer service, including the restoration of electric service and response to billing inquiries. (c) Aggregators. An aggregator shall provide the following information to a customer in English, Spanish, or the language used to market the aggregator's products and services, as designated by the customer or the applicant: (1) terms of service documents required by this subchapter; (2) the availability of electric discount programs; and (3) access to customer service. (d) Dual language requirement. The following documents shall be provided to all customers in both English and Spanish, unless a customer has designated a language other than English or Spanish as the language in which they will receive the information described in subsection (b) of this section, in which case the documents described in paragraphs (1) and (3) of this subsection shall be provided in English and the other language designated by the customer. (1) Your Rights as a Customer disclosure; (2) the enrollment notification notice provided by the registration agent pursuant to §25.474(l) of this title (relating to Selection of Retail Electric Provider); and (3) a disconnection notice. (e) Prohibition on mixed language. Unless otherwise noted in this subchapter, if any portion of a printed advertisement, electronic advertising over the Internet, direct marketing material, billing statement, terms of service document, or Your Rights as a Customer disclosure is translated into another language, then all portions shall be translated into that language. A single informational statement advising how to obtain the same printed advertisements, electronic advertising over the Internet, direct marketing material, billing statement, terms of service documents, or Your Rights as a Customer disclosure in a different language is permitted.
|Source Note: The provisions of this §25.473 adopted to be effective January 15, 2001, 26 TexReg 125; amended to be effective June 1, 2004, 29 TexReg 4756; amended to be effective March 8, 2007, 32 TexReg 1286