New Mexico Administrative Code
Title 17 - PUBLIC UTILITIES AND UTILITY SERVICES
Chapter 11 - TELECOMMUNICATIONS
Part 25 - CONSUMER PROTECTION STANDARDS APPLICABLE TO LARGE INCUMBENT LOCAL EXCHANGE CARRIERS
Section 17.11.25.10 - CUSTOMER COMPLAINT TRACKING

Universal Citation: 17 NM Admin Code 17.11.25.10

Current through Register Vol. 35, No. 18, September 24, 2024

A. A LILEC shall maintain a record of all oral and written complaints, including informally resolved billing disputes, made by or on behalf of customers, which shall contain:

(1) the date the complaint was lodged;

(2) the class of customer (residential or business);

(3) the category of the complaint (based on the consumer relations division's list of complaint categories);

(4) the region within the state (by wire center or exchange);

(5) how the complaint was resolved; and

(6) the date of resolution.

B. A LILEC shall not retaliate against a customer for any complaint made by the customer to the commission or any other person.

C. Upon request of the commission or staff, and for a specified time period not to exceed two years, a LILEC shall compile and submit to the commission reports that state the total number of complaints recorded pursuant to Subsection A of this section and the number of such complaints categorized by the:

(1) the category of the complaint;

(2) region within the state (by wire center or exchange); and

(3) class of customer (residential or business).

D. A LILEC shall cooperate with the commission, the consumer relations division, and staff in resolving complaints.

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