The Board may review customer complaints and conduct informal hearings of the following:

1. (1) The justness and reasonableness of a utility system’s rates, fees, or charges;
2. (2) The justness and reasonableness of a utility system’s requirement that a customer or developer build infrastructure or fixtures to be dedicated to the utility system;
3. (3) The failure of a utility system to adopt and enforce policies or rules necessary for the efficient and financially responsible operation of the utility system, including policies regarding ethics or financial controls, or for water loss, water leak adjustment, purchasing, or other industry standard policies;
4. (4) The inadequacy of a utility system’s policies regarding ethics or financial controls, or for water loss, water leak adjustment, purchasing, or other industry standard policies; and

5. (5) The failure of a utility system to offer or extend utility service to a customer:

   1. (a) Located within the utility system’s covered area;
   2. (b) Located within an area in which the utility system offers similar services;
   3. (c) Located within an area in which the utility has the infrastructure to offer similar services; or,
   4. (d) Pursuant to a request made in accordance with T.C.A. § 7-82-112.

6. (6) For any complaint submitted pursuant to subsection (5), the utility system has the affirmative burden to show that:

   1. (a) It does not have the capacity to serve the customer;
   2. (b) Service to the customer is not economically feasible; or
   3. (c) Service is not in the best interests of the utility and its existing customers.
7. (7) Cost-sharing amounts pursuant to T.C.A. § 7-82-709.
8. (8) Any other subject or grievance allowed by law.

Authority: T.C.A. §§ 4-5-201, et seq., 7-82-112, 7-82-702, and 7-82-709. Administrative History: Original rule filed March 7, 1990; effective April 21, 1990. Transferred from chapter 1200-22-08 on November 3, 2022, pursuant to Public Chapter 86 of 2007. Amendments filed May 5, 2025; effective August 3, 2025.