(A) If a customer or user calls, visits, or writes the authorized representative mentioned in the notice, complaining of an overcharge or other problems with the account, the authorized representative shall do one or more of the following:
(1) Stay termination of service until the authorized representative renders a decision or all appeals are exhausted, whichever is later; provided, however, that the authorized representative shall render a decision within ten days for the date the customer or user called in his or her complaint or made his or her complaint in person, or from the date of receipt of a customer’s or user’s written complaint;
(2) Conduct an investigation including but not limited to a meter check in the subject premises, check utility billings for possible errors in computation of the bill, and check for leaks or illegal connections;
(3) Establish a written credit plan, as permitted by this subchapter, in cases of claimed financial difficulties; or
(4) If the authorized representative finds merit to the dispute, he or she can make an adjustment of the bill with the customer or user with the approval of the Board of Trustees.
(B) If the authorized representative finds that the dispute as to an overcharge or other problem with the account has no merit, he or she shall communicate this decision to the customer or user by certified mail, return receipt requested, by personal delivery, or by posting on the premises to be disconnected. The notice of the decision shall specify that if the account is not paid or the customer or user does not appeal the decision on or before five days from the date of receipt of the notice, the utility service shall be discontinued.