Section 170IAC16-1-4. Disputes; utility responsibilities

   (a) A utility shall provide the following means for customers to bring disputes to its attention:

(1) By telephone.

(2) In writing.

(3) Through the utility's website.

(4) At the utility's business office.

(5) By any other method made available by the utility.

  (b) The utility shall retain records of disputes received under this rule and the resolutions thereof for a period of six (6) months from the date of final resolution of the dispute under this rule and the records shall include, at a minimum, the following information:

(1) The customer's name.

(2) The customer's service address.

(3) The telephone number at which the customer may be contacted, if such number is available.

(4) The customer's account number.

(5) The general nature of the dispute.

  (c) A utility shall take the following actions with regard to each dispute:

(1) Inform the customer that any portion of a bill that is undisputed must be paid by the date due stated on the bill in order to avoid disconnection of service in accordance with section 7 of this rule.

(2) Investigate the matter promptly and thoroughly.

(3) Make a good faith effort to resolve the matter.

(4) Advise the customer of the utility's proposed resolution by:

(A) telephone;

(B) written notice mailed to the customer's billing address;

(C) e-mail; or

(D) another means reasonably calculated to reach the customer.

(5) Advise the customer that if he or she is not satisfied with the utility's proposed resolution, the customer may submit an informal complaint to consumer affairs within seven (7) days of the date the proposed resolution is received.

(6) Offer to provide the customer with the following consumer affairs contact information:

(A) Mailing address.

(B) Toll free complaint number.

(C) Local telephone number.

A utility shall make records available upon request by the commission once an informal complaint has been submitted.

  (d) Each utility shall annually submit a report to the commission that shall state and classify the number of complaints made to the utility under section 3 of this rule, the general nature of the subject matter thereof, how the complaint was received, and whether a commission review was conducted thereon. (Indiana Utility Regulatory Commission; 170 IAC 16-1-4; filed May 25, 2010, 1:52 p.m.: 20100623-IR-170090792FRA; readopted filed Jul 12, 2016, 10:01 a.m.: 20160810-IR-170160168RFA)