Section 170IAC4-9-10. Dispute resolution process after vegetation management

   (a) A customer may contact the utility regarding vegetation management on the customer's premises after the vegetation management occurred if one (1) of the following occurs:

(1) The utility failed to provide the notice required under section 4 of this rule.

(2) The utility engaged in vegetation management outside the scope of an agreement between the customer and the utility.

(3) The utility did not have authority to enter the customer's property.

(4) The utility failed to follow the vegetation management pruning standards required by the commission or by the utility's own vegetation management policy.

(5) Another reason permitted by law.

  (b) A utility must respond within three (3) business days of receiving a customer's inquiry or dispute:

(1) in person;

(2) via telephone call; or

(3) in writing.

  (c) If the initial utility representative cannot resolve the customer's dispute regarding vegetation management, at least one (1) additional authorized utility representative must attempt to resolve the dispute. If the utility is unsuccessful in resolving the dispute, the customer shall be provided the information required in 170 IAC 16-1-5 and will be informed that disputes over monetary damages can only be resolved by a civil court, not the commission. (Indiana Utility Regulatory Commission; 170 IAC 4-9-10; filed Sep 27, 2012, 2:09 p.m.: 20121024-IR-170120042FRA; readopted filed Aug 2, 2013, 2:16 p.m.: 20130828-IR-170130227RFA)