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 17.11.25.22 - INFORMAL COMPLAINTS
Current through Register Vol. 35, No. 18, September 24, 2024
A. A LILEC shall fully and promptly investigate and respond to all complaints made directly to the LILEC by customers. The LILEC shall make a good faith attempt to resolve the complaint and shall notify the customer promptly of its proposed disposition of the complaint. Upon request, the LILEC shall send written confirmation of its proposed disposition of the complaint to the customer.
B. If a LILEC's customer representatives cannot resolve a complaint to a customer's satisfaction, the LILEC shall provide the complainant with the name, address and current local or toll-free telephone number of the consumer relations division of the commission.
C. Upon receipt of a complaint forwarded by the commission on behalf of a customer, a LILEC shall make a suitable investigation. A LILEC shall provide an initial response to the commission within ten business days after the LILEC receives the complaint. When the LILEC has concluded its investigation of a complaint, the LILEC shall provide a written response to the commission detailing the results of the LILEC's investigation and its proposed resolution. A complaint forwarded by the commission on behalf of a customer shall not be considered resolved until the consumer relations division closes the complaint.
