1. (a) A utility shall keep an up-to-date record of all customer complaints, showing the:

   1. (1) Name and address of the complainant;
   2. (2) Account number;
   3. (3) Date and character of the complaint;
   4. (4) Action taken to resolve the complaint; and
   5. (5) Date of resolution.
2. (b) Utilities shall keep the record in a way that allows reporting by name, account number, or telephone number, and category.
3. (c) Each utility shall establish categories for all complaints which allow utilities to record complaints by specific type.
4. (d) Utilities shall keep complaint records at least three (3) years.

Codification Notes: This section was promulgated as Rule 7.04 of the General Service Rules prior to codification in the Code of Arkansas Rules.