When the commission receives a written complaint that includes
the necessary information outlined in rule
199-6.2 (476), commission staff
shall initiate the informal complaint process by opening an investigation into
the complaint and assigning the informal complaint a file number.
(1) Within ten days after receipt of the
written complaint, or of any additional information requested, commission staff
shall forward to the public utility and the consumer advocate the complaint and
any additional information provided by the complainant.
(2) The utility shall respond to the
complaint within 20 days of receipt and send a copy of its response to the
complainant and the consumer advocate. Prior to the date the response is due,
the utility may request an extension of time to respond to the complaint.
Within five days, commission staff shall notify the utility, the complainant,
and the consumer advocate whether the request for an extension is granted and
of the length of the extension.
(3)
The utility shall specifically address each allegation made by the complainant
and provide any supporting facts, statutes, rules, commission orders, or tariff
provisions supporting its response. The utility shall include copies of all
related letters, records, or other documents not supplied by the complainant,
and all records concerning the complainant that are not confidential or
privileged. In cases involving confidential or privileged records, the response
shall advise of the records' existence.
Notes
Iowa Admin. Code
r. 199-6.3
Amended by
IAB
January 16, 2019/Volume XLI, Number 15, effective
2/20/2019
Adopted by
IAB
February 21, 2024/Volume XLVI, Number 17, effective
3/27/2024
Editorial change: IAC Supplement
7/24/2024