P.R. Laws tit. 22, § 1054aa
(a) Customer service of the Energy Commission.— The Energy Commission shall promulgate rules or regulations as are necessary to guarantee the protection of the rights of persons or customers that receive electric power services in the Commonwealth of Puerto Rico. The Commission shall adopt by regulations the customer service rules and policies that shall protect the rights of customers and ensure effective communication with and the participation of all customers. The Commission shall adopt such regulations in consultation and in conjunction with the ICPO. The following initiatives shall be part of the policy that the Commission shall establish through regulations:
(1) The Commission shall ensure public dissemination of all sorts of changes in the electric power industry in Puerto Rico by disclosing on its website any public interest information it may have. Said Commission shall develop and implement a customer education or orientation program regarding the contents of the information so disclosed;
(2) The Commission shall develop and use viable internal parameters to assess the effectiveness of the service it provides to customers. The Commission shall render an annual report to the Legislative Assembly on or before January 30th with the results of the customer service policy adopted and shall publish said results on its website.
(b) Customer service of certified electric power companies.— The Commission shall regulate, oversee, and address cases and disputes regarding the quality of the services rendered to customers by certified electric power companies. Every electric power service company shall adopt and submit the following information for the Commission’s evaluation and approval:
(1) Just and reasonable rules or practices to be followed when providing a service;
(2) just and reasonable rules or practices to assess the service provided;
(3) just and reasonable rules or practices to guarantee the accuracy of the equipment used to provide services;
(4) just and reasonable rules or practices to guarantee the reliability and continuity of the service provided;
(5) just and reasonable rules or practices to protect the health and safety of employees and the public in general, including adequate installation, use, maintenance, and operation of security equipment and other devices;
(6) customer service terms and conditions, and
(7) any other rules or regulations related to services provided by certified electric power companies deemed necessary by the Commission to implement the provisions of this section.
History —May 27, 2014, No. 57, § 6.28.