Chapter 27 UTILITIES*
Section 27-22 Customer complaint procedure.
(a) The department shall cause to be established procedures
which will ensure the prompt,
efficient and thorough receipt, investigation and, where possible, resolution of all customer
inquiries, service requests and complaints regarding residential utility service and charges.
(b) The department shall establish personnel procedures which,
as a minimum, ensure that:
(1) Qualified personnel shall be available
and prepared at all times during normal business
hours to receive and respond to all customer inquiries, service requests, and complaints. The
department shall make reasonable arrangements to ensure that customers unable to communicate
in the English language receive assistance.
(2) Qualified personnel shall be available
during normal business hours to receive and
initiate response to customer contacts regarding any discontinuance of service or emergency
(3) Qualified personnel responsible
for and authorized to enter into such written agreements
on behalf of the city shall be available at all times during normal business hours to respond to
customer inquiries and complaints.
(c) The city shall prepare, in written form, information
summarizing the responsibilities and
rights of the city and its customers. Such information shall be displayed, and made available
upon request at the department's utilities accounts and billing collection area, and issued to each
new customer. The information shall concern, but not be limited to, the following:
(1) Billing and estimated billing
(2) Methods for customer verification
of billing accuracy.
(3) Explanation of operation of fuel
(4) Customer payment requirements
(5) Security deposit requirements.
(6) Discontinuance and reconnection
(7) Inquiry, service and complaint
(8) Procedure whereby a customer may
avoid discontinuance of service during an extended
period of absence.
(d) The city shall maintain records on each of its customers,
containing the following
(1) The customer's payment performance
in relation to due dates.
(2) The number and general nature
of complaints registered.
(3) The number of settlement agreements
that were made by the department and a synopsis
of the terms, conditions and standards upon which the agreements were made.
(4) Actual number of discontinuances
of service and number of reconnections.
(5) Refund of security deposits.
(Code 1964, § 15.850)