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PDFWAC 480-110-385

Water company responsibility for complaints and disputes.

(1) If a water company receives a complaint or dispute from a customer or an applicant for service it must:
(a) Acknowledge the complaint;
(b) Investigate promptly;
(c) Report the results of the investigation to the complainant;
(d) Take corrective action, if warranted, as soon as appropriate under the circumstances;
(e) Inform the complainant that the decision may be appealed to a higher level representative at the company, if any;
(f) Inform the complainant, if still dissatisfied after speaking with the higher level representative, of the commission's availability for review of the complaint; and
(g) Provide the complainant with the commission's address and toll-free telephone number.
(2) Applicants, customers, or their representatives, may file with the commission:
(a) An informal complaint against the company as set forth in WAC 480-07-910 (Informal complaints); and/or
(b) A formal complaint against the company as set forth in WAC 480-07-370 (Pleadings—General).
(3) When commission consumer affairs staff refers an informal complaint to the company, the company must:
(a) Investigate and report the results to the commission consumer affairs staff within two business days. The commission consumer affairs staff may grant an extension of time for responding to the complaint, if requested and warranted;
(b) Keep the commission consumer affairs staff informed of progress toward the solution and the final result.
(4) Each water company must keep a record of all complaints concerning service or rates for at least one year and, on request, make them readily available for commission review. The record must contain:
(a) Complainant's name and address;
(b) Date and nature of the complaint;
(c) Action taken; and
(d) Final result.
[Statutory Authority: RCW 80.01.040, 80.04.160, 81.04.160 and 34.05.353. WSR 05-06-051 (Docket No. A-021178 and TO-030288, General Order No. R-518), § 480-110-385, filed 2/28/05, effective 3/31/05. Statutory Authority: RCW 80.01.040 and 80.04.160. WSR 03-24-028 (General Order R-510, Docket No. A-010648), § 480-110-385, filed 11/24/03, effective 1/1/04. Statutory Authority: RCW 80.01.040. WSR 99-24-100 (Order R-467, Docket No. UW-980082), § 480-110-385, filed 11/30/99, effective 12/31/99.]
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