1. (a) In the event of a dispute between an end-user and a TSP, the TSP shall make such investigation as is required by the particular case, and report the results thereof to the end-user. A TSP shall not make any attempt to collect disputed amounts or disconnect service over the disputed portion of a bill for sixty (60) calendar days from the date the dispute is received unless the dispute has been resolved.
2. (b) In the event the dispute is not resolved, the TSP shall inform the end-user that the end-user may utilize the complaint procedures of CSD. The specific information to be provided to consumers shall be the street address, mailing address, electronic mailing address, telephone numbers and hours of operation of CSD, as that information appears on the Commission's website. Directing an end-user to the Commission's website for this information is insufficient.
3. (c) When a complaint has been made with CSD, the TSP shall be required to forego disconnect procedures on account of nonpayment of any portion of accumulated disputed charges pending investigation by CSD; provided that the end-user shall be required to pay the undisputed part of the bill, and if not paid, the TSP may assess late payment penalties in accordance with its Tariff and/or Terms of Service or discontinue service, regardless of the status of the CSD investigation.

Amended at 13 Ok Reg 2437, eff 7-1-96

Amended at 15 Ok Reg 3054, eff 7-15-98

Amended at 19 Ok Reg 1985, eff 7-1-02

Amended at 32 Ok Reg 828, eff 8-27-15

Added at 33 Ok Reg 645, eff 8-25-16

Amended at 34 Ok Reg 989, eff 9-11-17

Amended at 41 Ok Reg, Number 23, effective 10-1-24