Iowa Admin. Code r. 199-6.2 - Informal complaint procedures
Any person may submit a written complaint to the board requesting a determination of the reasonableness of rates, charges, schedules, service, regulations, or anything done or not done by a public utility for those services or rates subject to regulation by the board. "Person" as used in this chapter shall include a person as defined in Iowa Code section 4.1(20).
(1)
Information to be
filed. The written complaint should include the following information:
a. The name of the utility involved, any
utility personnel known or believed to be familiar with the facts stated in the
complaint, and the location of the office of the utility where the complaint
was originally made and processed.
b. The name of the complainant. If the
complaint is being made on behalf of a person other than the complainant, an
affidavit from the person upon whose behalf the complaint is being made that
attests to the accuracy of the complaint should be included. A complaint filed
by an organization on behalf of its members shall include an affidavit signed
by an officer of the organization.
c. The address, or addresses, of the premises
where the service, billing problems, or other actions occurred and, if known,
the telephone number and the account number of those premises. If the
complainant resides at a different address, the complaint should also state
where a response to the complaint is to be mailed. The complainant shall also
provide a telephone number and, if available, an electronic mail address where
the complainant can be reached.
d.
The nature of the complaint, and efforts made to resolve the matter. Bills,
correspondence, or other relevant documents should be included if the documents
will aid the board's understanding of the utility's action or practice about
which the complaint is made. If known, references to statutes or rules believed
to govern the outcome of the complaint should be included. Also, a description
of the efforts made by the complainant to resolve the complaint with the
utility should be included. The complainant should contact the utility to
attempt to resolve the complaint prior to submitting a complaint to the
board.
e. A proposal for resolving
the complaint. The proposal should refer to any known statutes, board orders,
or rules that support the resolution proposed by the complainant.
(2)
Request for additional
information. If board staff determines that additional information is
needed prior to forwarding the complaint to the utility, the complainant will
be notified that specified additional information should be provided. If the
requested additional information is not provided within 20 days, the complaint
may be dismissed. Dismissal of the complaint on this basis does not prevent the
complainant from filing in the future a complaint that includes the requested
information.
Notes
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