N.Y. Comp. Codes R. & Regs. tit. 16 § 14.19

Current through Register Vol. 46, No. 45, November 2, 2024

Section 14.19 - Complaint handling procedures

(a) Complaints to the utility.

(1) A utility must establish a written procedure for the handling of customers' complaints to the utility which allows for the acceptance and processing of complaints in a simple manner and form. Such procedure must require that complaints be promptly acknowledged, fairly investigated in a reasonable period of time, and that the results of such investigations be promptly reported to the complainants in plain language. Such procedure must also include notice to the customer of a specified telephone number for customers or applicants to call with any questions or problems.

(2) A utility must not take any steps to terminate a customer's service between the time a complaint is filed with the utility and 15 calendar days after the utility provides the customer with the results of the investigation, as long as the customer pays the undisputed portions of any bills for service, which may include bills for current usage.

(3) After the investigation is completed, a utility must promptly report the results to the customer in plain language. If the report is made orally, the utility must provide the customer with the report in writing upon request.

(4) When the utility gives its final response to a customer's complaint and the complaint resolution is wholly or partially in the utility's favor, the utility must inform the customer of the commission's complaint handling procedures, including the commission's address and telephone number.

(b) Complaints to the commission.

(1) If a customer is dissatisfied with the resolution of the complaint to the utility, the customer may complain, either orally or in writing, to the commission, under Part 12 of this Title.

(2) A customer's complaint to the commission will be handled in accordance with Part 12 of this Title.

N.Y. Comp. Codes R. & Regs. Tit. 16 § 14.19