A. If the dispute was not resolved by Customer Service the account holder may appeal by requesting from Customer Service or downloading the DPU Customer Account Dispute Form (aka notice of appeal) to the Commissioner of Utilities Administration, postmarked within sixty (60) days of receipt of the disputed billing by completing and submitting the DPU Account Holder Dispute Form. If the notice of appeal is not postmarked by the sixty (60) days of receipt, the right to appeal is waived, unless a demonstrated extenuating circumstance prevented a timely appeal being filed as determined by the Commissioner of Utilities Administration. Any comments attached to the DPU Account Dispute Form should clearly set forth the issue or issues in dispute, along with any proof, such as copies of bills, necessary to help the DPU Internal Board of Review understand the basis for and support for the account holder's claim.
B. Upon receipt of a timely notice of appeal, the Customer Service Supervisor shall investigate the dispute and attempt to resolve. If unable to resolve the dispute to the satisfaction of the account-holder, a temporary "hold" will be placed on the disputed charges, a case number will be assigned and the appeal will be heard before the DPU Internal Board of Review for consideration of relief of charges. The DPU Internal Board of Review is generally made up of supervisors from the Customer Service, Billing and Field Services units within the Divisions of Utilities Administration and Water Distribution. All undisputed prior balances and future charges will be due and owing by each respective due date, or subject to late fees and collection activity, per the DPU Rules & Regulations of the Director. The account-holder shall be notified in writing of the decision rendered within ten (10) business days of the date the DPU Internal Board of Review meets and renders a decision.
C. If the request for relief is approved, the adjustment is made on the account. If the account-holder disagrees with the decision of the DPU Internal Board of Review, the account-holder has the right to request a hearing before the Utility Appeals Board by completing the DPU Account Holder Dispute Form for the Utility Appeals Board postmarked within ten (10) business days of the date on the decision letter from the DPU Internal Board of Review.
D. Upon receipt of the DPU Account Holder Dispute Form for the Utility Appeals Board, a case number is assigned to the appeal, and placed on the agenda for the next regular scheduled monthly Utility Appeals Board hearing. The account-holder shall be notified in writing of the date, time, and place for the hearing.