Section 15-320. CUSTOMER INQUIRIES AND COMPLAINTS

 

320.1This section applies to Utility companies, Energy Suppliers and Telecommunications Service Providers.  A Utility, Energy Supplier or Telecommunications Service Provider shall, in accordance with this section, establish written procedures that will ensure the prompt, efficient, and thorough receipt, investigation and, where possible, resolution of all Customer inquiries, service requests and Complaints regarding residential Utility, Energy Supplier or Telecommunications Service Provider services and Charges.

 

320.2Qualified Utility, Energy Supplier and Telecommunications Service Provider personnel shall be available and prepared at all times during normal business hours to receive and discuss Customer inquiries, service requests and Complaints. All Utility, Energy Supplier and Telecommunications Service Providers shall make necessary arrangements to ensure that Spanish language-speaking personnel are made available to assist the Spanish speaking public or maintain a toll-free or local telephone number for Customer service inquires from such persons.

 

320.3Supervisory personnel shall be available during normal business hours to discuss Customer complaints that are not resolved through contact with customer service representatives.

 

320.4Qualified personnel authorized to enter into a DPA on behalf of the Utility, Energy Supplier or Telecommunications Service Provider shall be available during normal business hours.

 

320.5Every Utility, or Telecommunications Service Provider that provides distribution  services or telecommunications services to a customer shall have qualified personnel available at all times to respond to Customer calls regarding interruption of service due to the existence of emergency conditions.  This provision does not apply to any service provider that does not, as a matter of regular business practice, provide for the remediation of emergency conditions.

 

320.6When a Complaint cannot be resolved between the Customer and his or her Utility, Energy Supplier or Telecommunications Service Provider, the Utility, Energy Supplier or Telecommunications Service Provider shall inform the Customer of the right to contact the Commission for resolution.  The Utility, Energy Supplier, and Telecommunications Service Provider shall also advise the Customer of the availability of OPC to assist in resolving a dispute before the Commission.

 

320.7In every dispute between a Customer and the Utility, Energy Supplier or Telecommunications Service Provider, the first attempt at resolution shall be made directly between the parties unless the Utility, Energy Supplier or Telecommunications Service Provider has been notified that the Customer is represented by counsel.

 

320.8When the Utility, Energy Supplier or Telecommunications Service Provider concludes that there is a mistake in an amount billed, the Utility, Energy Supplier or Telecommunications Service Provider shall adjust the amount due, and shall reflect the adjustment during the next Billing Cycle or as soon as reasonably possible.

 

320.9A Utility, Energy Supplier, or Telecommunications Service Provider and a Customer may agree upon a DPA to pay any amount due the Utility or service provider.  No charges, other than those accrued as of the date of settlement, and no interest shall be charged to the Customer as part of the DPA.

 

320.10When a Utility, Energy Supplier, or Telecommunications Service Provider cannot resolve a dispute with a Customer, the Utility, Energy Supplier, or Telecommunications Service Provider shall refer the Customer to the Commission for resolution.

 

authority

The Public Service Commission of the District of Columbia (“Commission”) pursuant to D.C. Official Code, 2001 Ed. § 2-505 and § 34-802.

source

Final Rulemaking published at 25 DCR 10381, 10411 (June 1, 1979); as amended by Notice of Final Rulemaking published at 55 DCR 10014 (September 26, 2008); as amended by Notice of Final Rulemaking published at 55 DCR 12494 (December 12, 2008).