1. (a) Complaints to the utility. A customer may file a complaint in person, by letter, or by telephone with the utility. The utility shall investigate and advise the complainant of the results within 21 days.

2. (b) Supervisory review by the utility. Any utility customer or applicant has the right to request a supervisory review if they are not satisfied with the utility's response to their complaint.

   1. (1) If the utility is unable to provide a supervisory review immediately following the customer's request, then arrangements for the review shall be made for the earliest possible date.
   2. (2) Service shall not be disconnected before completion of the review. If the customer chooses not to participate in a review then the company may disconnect service, providing proper notice has been issued under the disconnect procedures in §26.28 of this title (relating to Suspension or Disconnection of Service).
   3. (3) The results of the supervisory review must be provided in writing to the customer within ten days of the review, if requested.
   4. (4) Customers who are dissatisfied with the utility's supervisory review must be informed of their right to file a complaint with the commission.

3. (c) Complaints to the commission.

   1. (1) If the complainant is dissatisfied with the results of the utility's complaint investigation or supervisory review, the utility must advise the complainant of the commission's informal complaint resolution process. The utility must also provide the customer the following contact information for the commission: Public Utility Commission of Texas, Office of Customer Protection, PO Box 13326, Austin, Texas 78711-3326, (512) 936-7120 or in Texas (toll-free) 1-888-782-8477, fax (512) 936-7003, e-mail address customer@puc.state.tx.us, Internet address www.puc.state.tx.us, TTY (512) 936-7136, and Relay Texas (toll-free) 1-800-735-2989.
   2. (2) The utility shall investigate all complaints and advise the commission in writing of the results of the investigation within 21 days after the complaint is forwarded to the utility.
   3. (3) The utility shall keep a record for two years after determination by the commission of all complaints forwarded to it by the commission. This record shall show the name and address of the complainant, the date, nature and adjustment or disposition of the complaint. Protests regarding commission-approved rates or charges which require no further action by the utility need not be recorded.

Source Note:The provisions of this §26.30 adopted to be effective May 6, 1999, 24 TexReg 3329.