Michigan Administrative Code
Department - Licensing and Regulatory Affairs
Public Service Commission
Consumer Standards And Billing Practices For Electric And Gas Residential Service
Part 9 - CUSTOMER RELATIONS AND UTILITY PROCEDURES
Section R. 460.147 - Personnel procedures
Current through Vol. 24-04, March 15, 2024
Rule 47. A utility shall establish personnel procedures that, at a minimum, ensure all of the following:
(a) That qualified personnel are available and prepared at all times during normal business hours to receive and respond to all customer inquiries, service requests, and complaints. A utility shall make the necessary arrangements to ensure that customers who are unable to communicate in the English language receive prompt and effective assistance.
(b) That qualified personnel who are responsible for, and authorized to enter into, payment plans or settlement agreements on behalf of the utility are available at all times during normal business hours to respond to customer inquiries and complaints.
(c) That qualified personnel are available at all times to receive and respond to customer contacts regarding any shut off of service and emergency conditions that occur within the utility's service area.
(d) That the names, business addresses, and telephone numbers of personnel who are designated and authorized to receive and respond to the requests and directives of the commission regarding customer inquiries, service requests, and complaints during business hours are current and on file with the commission. The utility shall also provide a contact for emergency situations that may arise after business hours.
(e) That upon request, the utility representative reading the meter shall provide the customer or other household member with appropriate picture identification confirming the representative's employment with the company.
(f) That employees are informed of their responsibility to protect customers' information and data.
