(A) Complaint procedure. A customer may complain at any time during the regular office hours of the utility about any bill which is not delinquent at that time, security deposit, disconnection notice, or any other matter relating to its service and may request a conference with the Utility Board thereon. These complaints must be filed in writing at the office of the utilities.
(1) In making a complaint and/or request for a conference, the customer shall state at a minimum his or her name, service address, and the general nature of his or her complaint.
(2) Upon receiving such a complaint or request for conference, the utility shall promptly and thoroughly and completely investigate the complaint, confer with the customer when requested, and notify in writing the customer of its proposed disposition of the complaint after having made a good-faith attempt to resolve the complaint.
(B) Review. If the customer is dissatisfied with the utility’s proposed disposition of the complaint, he or she may request in writing within 7 days following the date on which notification was mailed an informal review with the Utility Board.
(C) Records of complaints. Each utility shall keep a written record of each complaint and request for conference. Each utility shall keep a written record of each review proceeding.
(1996 Code, § 9-63) (Ord. 1986-7, Rule 14, passed 10-7-1986)