N.M. Admin. Code § 17.5.410.21 - INTERNAL UTILITY COMPLAINT PROCEDURES
A utility shall establish internal procedures pursuant to 17.1.210 NMAC for the prompt, efficient, and thorough receipt, investigation, and, where possible, resolution of all residential customer inquiries, disputes, service requests, and complaints regarding residential utility service and charges. Such internal procedures shall provide that:
A. a utility shall be prepared at all times
during normal business hours to receive all residential customer inquiries,
disputes, service requests, and complaints;
B. a utility shall have qualified personnel
available and prepared to respond to all residential customer inquiries,
disputes, service requests, and complaints at all reasonable times during
normal business hours;
C. a utility
shall make reasonable arrangements for residential customers unable to
communicate in the English language to receive assistance;
D. a utility shall provide qualified and
authorized utility personnel at reasonable times during normal business hours
to negotiate settlement agreements and installment agreements on behalf of the
utility; and
E. a utility shall
provide qualified personnel or other reasonable means at all times to receive
and initiate responses to customer contacts regarding any emergency condition
involving utility services.
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