N.J. Admin. Code § 14:17-6.5 - Handling informal complaint to the Office as complaint officer in lieu of petition

(a) For any customer of a cable television company operating under a system-wide franchise, or when a municipality has designated the Office as the "complaint officer" pursuant to the applicable provisions of 48:5A-1 et seq., an informal complaint may be made by letter, email, facsimile or other writing, in lieu of filing a petition.
(b) Matters thus presented will be taken up with the parties affected by correspondence or otherwise, in an endeavor to bring about an adjustment of the subject matter of the complaint without formal hearing or order.
(c) While no form of informal complaint is prescribed, to be considered by the complaint officer such complaint must be signed, unless electronically submitted, and must state the name and address of the complainant and the party complained of, as well as the essential facts upon which the complaint is based, including the dates of acts or omissions complained of, and the desired outcome.
(d) The complaint officer will bring the matter to the attention of the party complained of and direct the said party to submit information deemed to be pertinent as well as a statement of its position.
(e) Following a study and review of the complainant's and cable television operator's positions and supporting data and after such informal conferences as may be held, an attempt will be made to effect an amicable adjustment of the dispute.
(f) Depending upon the type of informal complaint filed, Office staff shall, within 30 days of receipt of said complaint, respond to the informal complaint in the same manner as it was received or in any other manner designed to provide appropriate notice and provide the results, if any, of the processing of the informal complaint.
(g) Informal complaints shall be without prejudice to the right of any party to file a petition pursuant to 48:5A-1 et seq., or of the Board to institute a formal proceeding.
(h) While informal complaints are recommended wherever practicable as a method designed for amicable adjustment of disputes, no mandatory or prohibitory order will be issued on an informal complaint.
(i) A party desiring a decision on order of the Board must file a petition in accordance with N.J.A.C. 14:17-4 and 6.1 through 6.4 to the extent applicable.


N.J. Admin. Code § 14:17-6.5
Amended by 49 N.J.R. 1097(a), effective 5/1/2017

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