291 Neb. Admin. Code, ch. 9, § 012
Customers' complaints about natural gas service or billing issues should first be made to the jurisdictional utility. The jurisdictional utility must allow complaints to be accepted and processed in a simple manner and form. Every complaint shall be promptly investigated in a fair manner and the results reported to the complainant. If the report of the investigation is made orally, the jurisdictional utility must provide the complainant, upon request, a report in writing. If a jurisdictional utility fails to resolve a complaint to the satisfaction of the complainant, the jurisdictional utility must, upon request, inform same of the availability of the Commission to review the jurisdictional utility's investigation, including the Commission's address and telephone number.
A jurisdictional utility must refrain from suspending or terminating service for non-payment during the pendency of a complaint before the jurisdictional utility or this Commission, unless otherwise provided by the Commission; provided however, that as a condition of continued service during the pendency of such dispute, a customer must pay the undisputed portions of any bill for service.
Subject to Neb. Rev. Stat. § 66-1810, the Commission will take informal complaints and inquiries from high-volume ratepayers, and the jurisdictional utility is required to address the complaint and report to the Commission the form of the resolution applied to the dispute.
291 Neb. Admin. Code, ch. 9, § 012