Section 810-RICR-10-00-1.13 - Review ProceduresA. Informal Review by the Division of Public Utilities In the event of a dispute between the public utility and the customer which cannot be adjusted with mutual satisfaction after an initial consultation with an employee of the Consumer Section of the Division of Public Utilities and Carriers, the customer or the public utility may request a review by the Administrator of the Division of Public Utilities and Carriers or his designee who shall investigate the complaint, afford each party to the dispute a reasonable opportunity to be heard, and communicate his findings to the parties. During the pendency of such review the utility shall not discontinue service to the customer due to the circumstances out of which the dispute arose. The customer or the public utility may request a review of the disputed issue at any time and the request may be made in any reasonable manner including telephoning the Division of Public Utilities and Carriers.
B. Requests for informal review regarding disputes about the amount or payment of bills must be made within the notice period as defined in § 1.13(D) of this Part or, in the case of a dispute regarding other than the amount or payment of bills, within ten (10) days after the public utility action or decision which is disputed.C. Informal Review Procedure 1. An informal review shall consist of a factual investigation into the dispute by a reviewing officer designated by the Administrator of the Division of Public Utilities and Carriers. Each party to the dispute shall be afforded a reasonable opportunity to be heard. Upon completion of the review the reviewing officer shall render a written decision and order.2. Where a disputed issue involves an outstanding bill for previous residential utility service or a delinquent account and the reviewing officer finds that the debt is owed or that the account is delinquent and the customer does not have and cannot obtain funds to pay the debt or delinquent account in full on demand, the reviewing officer shall mandate the terms and conditions of a deferred payment agreement consistent with the applicable Residential Payment Plan provisions of these Rules and Regulations. Payment terms which are less stringent than the applicable Residential Payment Plan and which allow a customer to pay the outstanding bill in other reasonable installments may be ordered at the discretion of the reviewing officer in extraordinary situations.3. The informal review shall be completed promptly in all cases where the customer is without service.D. Decision of Reviewing Officer 1 A written notice of decision and order after informal review shall be sent to the parties and their counsel.2. A notice of decision and order must contain the following information, as appropriate: a. A statement of the decision and order and a statement of the material facts underlying that decision and order;b. The date of proposed terminations, if known and applicable,c. A statement of the right of any party to an evidentiary hearing before the Administrator of the Division of Public Utilities and Carriers or designee of the Administrator prior to termination, if applicable, or promptly if services have been terminated, should the reviewing officer's decision be disputed,d. A statement which specifies the procedure for initiating an evidentiary hearing as set forth in § 1.14 of this Part, ande. A statement of the right to retain, and to be represented by, counsel or another person of choice.3. Service may not be discontinued during the informal review procedure or for at least ten (10) days after notice of decision is mailed.810 R.I. Code R. 810-RICR-10-00-1.13