320.1 A utility shall, in accordance with this section, establish procedures which will insure the prompt, efficient, and thorough receipt, investigation and where possible, resolution of all customer inquiries, service requests and complaints regarding residential utility service and charges therefor.

320.2 Qualified utility personnel (customer service representatives) shall be available and prepared at all times during normal business hours to receive and discuss all customer inquiries, service requests and complaints. The utility shall make necessary arrangements to insure that foreign language-speaking personnel shall be made available to assist the non-English-speaking public.

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

320.4 Qualified personnel authorized to enter into deferred payment plans on behalf of the utility shall be available during normal business hours.

320.5 Qualified personnel shall be available at all times to respond to customer calls regarding interruption or termination of service or emergency conditions.

320.6 When a complaint cannot be resolved between the utility and a customer, the utility shall refer the customer to the Commission for resolution.

320.7 In every case of dispute between a customer and a utility, the first attempt at resolution shall be made directly between the parties.

320.8 When a utility concludes that a bona-fide question exists regarding the correctness of an amount billed, the utility shall adjust the amount due, and shall reflect the adjustment on the next subsequent bill.

320.9 A utility and a customer may agree upon a deferred payment plan to pay any amount due the utility. No charges, other than those accrued as of the date of settlement, and no interest shall be charged as part of the deferred payment plan.

320.10 A utility shall put in writing every deferred payment plan involving over fifty dollars ($50.00). The plan shall be kept on file by the utility until it is performed, or, if defaulted, for sixty (60) days from the date of default. A customer may sign a deferred payment plan or agree to a plan over the telephone. In either case, the utility shall offer the customer a copy of the agreement but in any event, shall prior to any agreement inform a customer of the right to resort to the Commission for resolution of any dispute with the utility.

320.11 A failure to make a scheduled payment when due is a default and places the account in delinquent status as of the date of default. Late payment charges as described in §306.3 shall apply to any default of a deferred payment plan.

320.12 Unresolved Disputes: When a customer/utility dispute cannot be resolved between the parties, the utility shall refer the customer to the Commission for resolution.

SOURCE: Final Rulemaking published at 25 DCR 10381, 10411 (June 1, 1979).