Administrative Rules of Montana
Department 38 - PUBLIC SERVICE REGULATION
Chapter 38.5 - UTILITY DIVISION
Subchapter 38.5.60 - Electric and Natural Gas Utility Restructuring Consumer Information and Protection
Rule 38.5.6009 - SUPPLIER COMPLAINT PROCEDURE
Universal Citation: MT Admin Rules 38.5.6009
Current through Register Vol. 18, September 20, 2024
(1) Each licensed supplier shall have an internal customer complaint procedure which allows for complete, fair and timely decisions and responses regarding complaints by customers. Suppliers shall keep a record of customer complaints.
(2) The commission shall resolve disputes among suppliers and small customers regarding the provisions of this rule according to the following procedures:
(a) Each supplier must provide at least one
employee, (whose duties need not be limited to this obligation) during business
hours to respond to questions and resolve complaints from customers and to work
with the commission and its staff on complaint resolution;
(b) When a supplier becomes aware of a
complaint by a customer, the supplier must investigate the complaint, report
the results of its investigation to the customer and attempt in good faith to
resolve the complaint; and
(c) If
the supplier cannot resolve the dispute with the customer, the supplier must
orally inform the customer of his or her right to file an informal complaint
with the commission and provide the commission's toll-free consumer complaints
telephone number.
69-3-1404 and 69-8-403, MCA; IMP, 69-3-1404 and 69-8-403, MCA;
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