Mich. Admin. Code R. 460.154 - Disputed matters
Rule 54.
(1) If a
customer advises a utility, or if the utility is notified by a regulation
officer on behalf of a customer, before the date of the proposed shut off of
service, that all or part of a bill is in dispute, then the utility shall do
all of the following:
(a) Immediately record
the date, time, and place the customer made the complaint and transmit
verification to the customer.
(b)
Investigate the dispute promptly and completely.
(c) Advise the customer of the results of the
investigation.
(d) Attempt to
resolve the dispute informally in a manner that is satisfactory to both
parties.
(e) Provide the
opportunity for the customer to settle the disputed claim or to satisfy any
liability that is not in dispute.
(2) A customer may advise a utility that a
matter is in dispute in any reasonable manner, such as by written notice, in
person, by a telephone call directed to the utility, or through a regulation
officer.
(3) A utility, in
attempting to resolve the dispute, may employ telephone communication, personal
meetings, on-site visits, or any other method that is reasonably conducive to
obtaining a settlement.
(4) A
utility may choose not to respond to a customer complaint or dispute that
involves the same question or issue based upon the same facts, and is not
required to comply with these rules more than once before shutoff of service.
The utility shall provide notice to the customer that the complaint has been
dismissed under this rule. If the customer remains dissatisfied, the utility
shall inform the residential or small nonresidential customer of the right to
request a customer hearing with the utility and the procedure for requesting
the hearing. The utility shall also inform the customer that they must contact
the commission to file a request for a formal hearing. Unless the customer
takes action by either requesting a customer hearing or taking its dispute to
the commission, the matter in dispute is considered
closed.
Notes
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