(A) Utility complaint procedures. A utility shall establish and file with the Department written procedures for receiving, acting on, and resolving complaints. The utility shall investigate a complaint and notify the resident in writing within ten days after receipt of the complaint of the results of the investigation and of any proposed action or resolution. The utility shall also notify the resident of the right to file a complaint with the Department.
(B) County complaint procedures.
(1) A resident may initiate a review of a complaint previously made to a utility by filing with the Department the complaint and any associated correspondence or other papers.
(2) If the Department determines after a review of the complaint and other papers that there is no violation of this subchapter, the Department shall so notify the resident and the utility. Otherwise, the Department may require the resident and utility to submit further statements in support of their respective positions.
(3) The utility or resident may request in his or her statements that the Department conduct informal discussion of the complaint. If so requested, the Department shall conduct an informal discussion, in person or by teleconference. Promptly thereafter, the Department shall issue a written decision.
(4) If the Department determines that the utility violated a provision of this subchapter, the Department may employ one or more of the enforcement measures allowed by this subchapter.
(2004 Code, § 92-7) (Ord. 08-11, passed 12-18-2008)