Conn. Agencies Regs. § 16-47a-12 - Dispute resolution and complaint procedure
(a) A
gas company shall establish and file with the Department a dispute resolution
procedure to address complaints alleging violations of the Gas Code of Conduct
and to resolve potential complaints that arise due to the relationship between
a gas company and its affiliates. Such procedure shall designate an employee of
the company as "hearing officer" to conduct an investigation of the complaint,
require that such person communicate the results of the investigation to the
claimant in writing within thirty (30) days after the complaint is received,
and require that such communication describe any action taken and notify the
complainant of his or her right to complain to the Department if not satisfied
with the result of the investigation.
(b) Any dispute resolution and complaint
procedure implemented pursuant to subsection (a) of this section shall not
affect a complainant's right to file a formal complaint or otherwise address
questions to the Department.
(c)
Violation Complaints or Disputes Log. A gas company shall maintain
a log of all new, resolved and pending complaints alleging violations of the
Gas Code of Conduct. The log shall be subject to review by the Department and
shall include, at minimum, the following information:
(1) the date the complaint was received by
the gas company or the date the gas company became aware of the complaint;
(2) the complainant's name and
contact information, subject to any applicable whistle-blower federal or state
laws;
(3) a brief description of
the complaint;
(4) a description of
how the complaint has been resolved; and
(5) if the complaint has not been resolved by
the gas company within thirty (30) days, an explanation for the
delay.
Notes
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