1. If a customer disputes any bill, charge,
or service, the utility shall promptly investigate the matter and report its
determination to the customer. If the customer so requests, the report must be
made in writing. Whether or not a written report is requested, the utility
shall inform the customer of the right to file a complaint with the
2. If the customer is not
satisfied with the determination made by the utility, the customer may file a
complaint with the Division.
a complaint is filed, unless the utility agrees to waive the requirement at the
request of the Division, the customer may be required by the utility to pay any
disputed amount to the utility pending resolution of the complaint.
4. A summary of the provisions of this
section must be printed on the back of each bill or notice issued by a utility.
The summary must include the mailing address, telephone number, and toll-free
telephone number of the Division.