1. (a) A utility shall fully and promptly investigate all complaints.

2. (b) Utilities shall ensure that personnel follow these procedures and meet these standards:

   1. (1) Personnel.

      1. (A) Utility employees responsible for dealing with the public shall promptly handle complaints or refer them to someone who can handle the complaint.
      2. (B) When practical, employees whose primary duties involve collections shall not investigate billing complaints;
   2. (2) Complaint records. Utilities shall record all complaints and keep the record as required by 23 CAR § 455-704;

   3. (3) Form of complaint.

      1. (A) A customer shall not be required to visit the business office to make a complaint.
      2. (B) A customer may make a complaint either orally or in written form;

   4. (4) Effect of complaint on suspension.

      1. (A)

3. (i) When a customer disputes a utility’s reason for shutting off service, the utility shall not suspend service while the utility or the Arkansas Public Service Commission processes the complaint.

   1. (ii) If the utility’s reason for shutting off service is 23 CAR § 455-601(1), (4) – (6), (8), (15), or (17), the customer may be required to post a deposit with the utility equal to the disputed amount while the utility or the Arkansas Public Service Commission processes a complaint.

      1. (iii) The customer must pay any undisputed amounts by the date printed on the most recent shut-off notice to avoid suspension of service.

         1. (iv) If the utility is in error, the deposit will be promptly refunded with interest.
      2. (B) The utility may waive the deposit allowed by this section.
      3. (C) Nothing contained in subdivision (b)(4)(A) of this section shall prevent a customer who fails to post a deposit under this section from complaining to the Arkansas Public Service Commission, but such action shall not affect the utility’s right to suspend service.
      4. (D) The utility may suspend service for some other valid reason set out in 23 CAR § 455-601 while the utility or the Arkansas Public Service Commission processes the complaint; and

   2. (5) Report.

      1. (A) A utility shall report, either by telephone, mail, or in person, the results of its investigation to a complainant within three (3) business days of its completion.

      2. (B) If the utility does not resolve the complaint, the utility shall:

         1. (i) Advise the complainant of his or her right to complain to the Arkansas Public Service Commission without incurring a filing charge;
         2. (ii) Include the mailing and street address and telephone numbers, local and toll-free, of the Arkansas Public Service Commission’s Consumer Services Office; and
         3. (iii) Advise the complainant that he or she may still ask the Arkansas Public Service Commission to review the complaint after suspension.

Codification Notes: This section was promulgated as Rule 2.06 of the General Service Rules prior to codification in the Code of Arkansas Rules.