16 Tex. Admin. Code § 24.155 - Resolution of Disputes
(a) Any
customer or service applicant requesting the opportunity to dispute any action
or determination of a utility under the utility's customer service rules shall
be given an opportunity for a review by the utility. If the utility is unable
to provide a review immediately following the customer's request, arrangements
for the review shall be made for the earliest possible date. Service shall not
be disconnected pending completion of the review. The commission may require
continuation or restoration of service pending resolution of a complaint. If
the customer will not allow an inspection or chooses not to participate in such
review or not to make arrangements for such review to take place within five
working days after requesting it, the utility may disconnect service for the
reasons listed in §
24.167 of this title (relating to
Discontinuance of Service), provided notice has been given in accordance with
that section.
(b) In regards to a
customer complaint arising out of a charge made by a public utility, if the
commission finds that the utility has failed to make the proper adjustment to
the customer's bill after the conclusion of the complaint process established
by the commission, the commission may issue an order requiring the utility to
make the adjustment. Failure to comply with the order within 30 working days of
receiving the order is a violation for which the commission may impose an
administrative penalty under TWC, §13.4151.
Notes
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