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WAC 480-100-173

Electric utility responsibility for complaints and disputes.

(1) When an electric utility receives a complaint from a customer or an applicant for service, the utility must acknowledge receipt of the complaint and:
(a) Upon request, identify the utility's contact to the complainant;
(b) Investigate the complaint promptly as required by the particular case;
(c) Report the results of the investigation to the complainant;
(d) Take corrective action, if warranted, as soon as possible under the circumstances;
(e) If the complainant is dissatisfied with the results or decision, inform the complainant that the decision may be appealed to a supervisor at the utility; and
(f) If the complainant is dissatisfied after speaking with the utility's supervisor, the supervisor must inform the complainant of the complainant's right to file a complaint with the commission and provide the commission's address and toll-free telephone number.
(2) Applicants, customers, or their representatives may file with the commission:
(a) An informal complaint as described in WAC 480-07-910, Informal complaints; or
(b) A formal complaint against the utility as described in WAC 480-07-370, Pleadings—General.
(3) When the commission refers an informal complaint to the utility, the utility must:
(a) Investigate and report the results to the commission within two business days. The commission may grant an extension of time for responding to the complaint, if requested and warranted;
(b) Keep the commission informed of progress toward the solution and the final result; and
(c) Respond to the commission's request for additional informal complaint information within three business days of the request or at a date specified by the commission. The commission may grant an extension of time for responding to the complaint, if requested and warranted.
(4) Each electric utility must keep a record of all complaints for at least three years and, upon request, make them readily available for commission review. The record must contain:
(a) The complainant's name and address;
(b) The date and nature of the complaint;
(c) The action taken;
(d) The final result; and
(e) All official documents regarding the complaint.
[Statutory Authority: RCW 80.01.040 and 80.04.160. WSR 03-24-028 (General Order R-510, Docket No. A-010648), § 480-100-173, filed 11/24/03, effective 1/1/04; WSR 01-11-004 (Docket No. UE-990473, General Order No. R-482), § 480-100-173, filed 5/3/01, effective 6/3/01.]
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