Hawaii Administrative Rules
Title 16 - DEPARTMENT OF COMMERCE AND CONSUMER AFFAIRS
Chapter 601 - RULES OF PRACTICE AND PROCEDURE BEFORE THE PUBLIC UTILITIES COMMISSION
Subchapter 5 - COMPLAINTS AND COMMISSION INVESTIGATIONS
Section 16-601-66 - Informal complaints

(a) An informal complaint in writing may be made by any person against any public utility, water carrier, motor carrier, or other person subject to commission jurisdiction. The complaint shall state the name of the respondent, the date and approximate time of the alleged act, and set forth fully and clearly the facts of the act complained of.

(b) The complaint should be drawn as to fully and completely advise the respondent and the commission in what respects the provisions of the law or rules have been or are being violated or will be violated and should set forth in plain language the facts claimed to constitute the violation.

(c) The complaint should specify the relief sought or desired, such as, but not limited to, requests for refund from respondent or that respondent should cease and desist from a practice.

(d) Informal complaints may be in letter form. The commission will assign a number to each complaint. A complaint is deemed filed on the date it is received by the commission. All supporting papers, including, but not limited to, bills, letters, and notices, must be submitted at the time of filing; otherwise the complaint may be returned as incomplete.

(e) If the informal complaint appears to be susceptible to informal adjustment, a copy or a statement of the substance of the complaint may be transmitted by the commission to the respondent in an endeavor to have the complaint satisfied by correspondence or conference without the need for a formal complaint.

(f) If a formal complaint is filed, the processing of the informal complaint shall be discontinued.