Mich. Admin. Code R. 460.150 - Complaint procedures
Rule 50.
(1) A
utility shall establish complaint procedures, promptly and thoroughly
investigate customer complaints, and, when possible, resolve all customer
inquiries, service requests, and complaints and report the resolution of
commission-referred complaints to the commission staff.
(2) The utility shall keep records of
customer complaints that will enable the utility to review and analyze its
procedures and actions. The records shall be available to the
commission.
(3) After referral of a
customer's complaint from the commission, a utility shall make reasonable
attempts to contact the customer within 2 business days and shall develop and
report to the commission within 10 days after referral its plan for resolution
of the complaint.
(4) A utility
shall provide to customers who are not satisfied with the utility's resolution
of a complaint or inquiry the toll-free telephone number and internet address
of the commission.
(5) A utility
shall obtain commission approval of any substantive changes in its
procedures.
Notes
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