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Utilities Customer Service Agreement (Electric, Gas, Water)

Utilities · NAICS 221 · Customer Service Agreement

A Customer Service Agreement (CSA) is the foundational contract between a utility and its customer, outlining the terms of service for electricity, natural gas, water, or sewer. Unlike generic service contracts, a utility CSA must align with state public utility commission regulations, filed tariffs, and industry-specific safety standards. This document clarifies the rights and responsibilities of both parties—covering deposits, billing, disconnection, outage response, and customer obligations—reducing disputes and ensuring compliance. Whether you are a municipal utility, an investor-owned utility, or a rural cooperative, this agreement is tailored to your operational realities and regulatory environment.

When you need this document

When establishing new residential or commercial utility service
When updating terms for existing customers due to tariff changes
When a customer requests special accommodations, such as medical life-support equipment
When addressing recurring nonpayment or unauthorized use issues
When onboarding agricultural or industrial customers with unique load requirements

What the generated draft includes

Service commitment and applicable tariff reference
Security deposit and interest provisions
Billing, payment, and late fee terms
Customer and utility responsibilities
Outage response and restoration priorities
Termination, disconnection, and dispute resolution

Frequently asked questions

Is a utility customer service agreement the same as a tariff?

No. A tariff is the official rate schedule and terms filed with the state public utility commission, and it has the force of law. A customer service agreement incorporates the tariff by reference and provides additional contractual details, but the tariff always controls in case of conflict.

Can we require a security deposit from all customers?

Most state commissions allow deposits but restrict amounts and require interest. You may waive deposits for customers with good credit or those who qualify for assistance. Your agreement should reflect your specific tariff and commission rules.

What should we include about disconnection for nonpayment?

You must follow state regulations, which typically require advance notice, a minimum payment threshold, and protections for vulnerable customers (e.g., elderly, medical). Your agreement should summarize these requirements and refer to the tariff for details.

Self-help document generator: you get a structured draft based on the facts you provide. It is not legal, tax, or financial advice; verify jurisdiction-specific rules before sending.