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(1). Every public utility shall establish procedures for dealing with complaints by its consumers or potential consumers of its service.   

(2). No procedure shall be established and no modification of the procedure shall be made, unless -:   

(a). the public utility has consulted persons or bodies that constitute a fair representation of consumers for whom it provides the service; and   

(b). the proposed procedure or modification has been approved by the Commission.   

(3). A public utility shall publicise the approved procedure in such a manner as the Commission may require and send copies of the procedure, free of charge, to any person who asks for it.   

(4). The Commission may direct the public utility to review its procedures or the manner  in  which  it  operates  and  makes  modifications to the procedures.