New Mexico Administrative Code
Title 17 - PUBLIC UTILITIES AND UTILITY SERVICES
Chapter 5 - UTILITY INTERCONNECTIVITY AND COOPERATIVE AGREEMENTS
Part 410 - RESIDENTIAL CUSTOMER SERVICE BY GAS, ELECTRIC AND RURAL ELECTRIC COOPERATIVE UTILITIES
Section 17.5.410.21 - INTERNAL UTILITY COMPLAINT PROCEDURES
Current through Register Vol. 35, No. 18, September 24, 2024
A utility shall establish internal procedures pursuant to 17.1.210 NMAC for the prompt, efficient, and thorough receipt, investigation, and, where possible, resolution of all residential customer inquiries, disputes, service requests, and complaints regarding residential utility service and charges. Such internal procedures shall provide that:
A. a utility shall be prepared at all times during normal business hours to receive all residential customer inquiries, disputes, service requests, and complaints;
B. a utility shall have qualified personnel available and prepared to respond to all residential customer inquiries, disputes, service requests, and complaints at all reasonable times during normal business hours;
C. a utility shall make reasonable arrangements for residential customers unable to communicate in the English language to receive assistance;
D. a utility shall provide qualified and authorized utility personnel at reasonable times during normal business hours to negotiate settlement agreements and installment agreements on behalf of the utility; and
E. a utility shall provide qualified personnel or other reasonable means at all times to receive and initiate responses to customer contacts regarding any emergency condition involving utility services.
