Hawaii Administrative Rules
Title 6 - DEPARTMENT OF BUDGET AND FINANCE
Division - PUBLIC UTILITIES COMMISSION
Chapter 80 - COMPETITION IN TELECOMMUNICATIONS SERVICES
Subchapter 8 - STANDARDS FOR TELECOMMUNICATIONS SERVICE
Section 6-80-107 - Customer complaints

(1) Receive trouble reports twenty-four hours a day and all other complaints during normal business hours, without toll or any other charge;

(2) Investigate all customer complaints fully and promptly;

(3) Handle all customer complaints in an efficient and courteous manner;

(4) Advise a customer who has exhausted the carrier's internal procedures and expresses dissatisfaction with the carrier's action of the customer's right to have the customer's complaint considered and reviewed by the commission. The advice must include the commission's address and telephone number;

(5) Investigate and respond within thirty days to any customer complaint transmitted by the commission to the carrier, either by letter or by telephone;

(6) Not issue any notice of discontinuance of service for nonpayment of a disputed amount while a complaint on the matter is under investigation by the carrier or the commission; and

(7) Maintain an accurate record of each customer complaint, including the complainant's name, the date and nature of the complaint, and its disposition. The record shall be kept for a period of two years following the final settlement or disposition of the complaint.