Section 170IAC4-9-8. Dispute resolution process prior to vegetation management

   (a) To temporarily stay the proposed vegetation management on the customer's property or rental property, a customer must notify the utility of the customer's objection to the proposed vegetation management within five (5) business days of the customer's receipt of the notice required under section 4 of this rule. Questions or requests for information are not customer objections.

  (b) A utility must respond to a customer's objection:

(1) in person;

(2) via telephone call; or

(3) in writing;

within three (3) business days.

  (c) If the initial utility representative cannot resolve the customer's objection regarding proposed vegetation management, at least one (1) additional authorized utility representative must attempt to resolve the objection. If the utility is unsuccessful in resolving the objection, the customer shall be provided with the following:

(1) The website location of the commission's vegetation management administrative rule, this rule.

(2) Contact information, including, at minimum, a telephone number, for the commission's consumer affairs division.

  (d) No temporary stay of vegetation management shall be available when one (1) of the following occurs:

(1) An emergency, storm event, or public safety situation exists.

(2) The customer has withdrawn the objection or approved conditions under which cutting may resume, either in writing or during a recorded call.

(3) More than seven (7) calendar days have passed since the utility provided the proposed resolution referenced in the complaint process under 170 IAC 16-1-4(c)(5) and the customer failed to file an informal complaint to the commission as required by 170 IAC 16-1-5(a).

(4) A final disposition on an informal complaint has been rendered by the commission.

(Indiana Utility Regulatory Commission; 170 IAC 4-9-8; filed Sep 27, 2012, 2:09 p.m.: 20121024-IR-170120042FRA; readopted filed Aug 2, 2013, 2:16 p.m.: 20130828-IR-170130227RFA)