1. (a) Each OSP shall maintain a record of customer complaints, in the format suggested by the Director of the Consumer Services Division and included as Appendix H to this Chapter, that compiles complaints that have been received by the company and includes, at a minimum:

   1. (1) The aggregators and/or end-users name;
   2. (2) The account number;
   3. (3) The applicable complaint code;
   4. (4) The date the complaint was filed; and,
   5. (5) The resolution of the complaint, to include the amount of refund, if any, given.
2. (b) If the account number only is utilized, a cross-reference with the aggregators and/or end-users name must also be readily available.
3. (c) The categories of complaints to be used shall be negotiated between the individual OSP and the Director of the Consumer Services Division. A list of the suggested customer complaint codes is attached as Appendix I to this Chapter.
4. (d) Each complaint shall count as a separate report regardless of whether subsequent reports relate to the same difficulty or dissatisfaction with the provision of the OSP's services.

Added at 12 Ok Reg 2157, eff 7-1-95

Amended at 14 Ok Reg 2872, eff 7-15-97

Amended at 15 Ok Reg 3092, eff 7-15-98

Amended at 16 Ok Reg 2312, eff 7-1-99