1. (a) Outages.

   1. (1) Utilities shall promptly report outages in an individual city, town, or in the same general area that last more than four (4) hours and affect one hundred (100) or more customers by telephone to the Arkansas Public Service Commission’s Consumer Services Office.
   2. (2) After normal business hours and on weekends and holidays, utilities may report outages by leaving a message on the Arkansas Public Service Commission’s Consumer Services Office recorder.

2. (b) Changes in service.

   1. (1) Each utility shall notify the Arkansas Public Service Commission’s Consumer Services Office in writing at least thirty (30) days before making any major changes in:

      1. (A) Its method of operation; or
      2. (B) The character of service.
   2. (2) For example, the closing of a utility business office and the moving of a utility’s billing department out of state would be considered major changes for the purposes of this section.
3. (c) Customer complaints. Upon request, each utility shall make available in writing to the Arkansas Public Service Commission the number of customer complaints by category as required by 23 CAR § 455-704(c) for the requested time period.

4. (d) Reference information.

   1. (1) Each utility shall provide the Arkansas Public Service Commission’s Consumer Services Office with current copies of the following required information:

      1. (A) Information on utility service, 23 CAR § 455-201;
      2. (B) Current list of utility personnel who answer Arkansas Public Service Commission questions about complaints, 23 CAR § 455-207(a)(3);
      3. (C) Service application form, 23 CAR § 455-302;
      4. (D) Bill form, 23 CAR § 455-502;
      5. (E) Shut-off notice form, 23 CAR § 455-605; and
      6. (F) Delayed payment agreement form, 23 CAR § 455-614.
   2. (2) New copies of the information shall be provided to the Arkansas Public Service Commission’s Consumer Services Office whenever the information is revised.
5. (e) Arkansas Public Service Commission requests for reports. The Arkansas Public Service Commission may request any information in any form from a utility that it has a right to obtain (Arkansas Code § 23-2-309).

Codification Notes: This section was promulgated as Rule 7.09 of the General Service Rules prior to codification in the Code of Arkansas Rules.