SECTION 165:56-7-5. Record of customer complaints

(a)   Each reseller shall maintain a record of customer complaints that compiles complaints that have been received by the company and includes, at a minimum:

(1)   The customer name;

(2)   The account number;

(3)   The applicable complaint code;

(4)   The date the complaint was filed; and,

(5)   The resolution of the complaint, to include the amount of refund, if any, given.

(b)   If the account number only is utilized, a cross reference with the end-user's name must also be readily available.

(c)   The categories of complaints to be used shall be negotiated between the individual reseller and the Director of the Consumer Services Division, subject to the approval of the Commission. A list of the suggested customer complaint codes is attached as Appendix H to this Chapter.

(d)   Each complaint shall count as a separate report regardless of whether subsequent reports relate to the same physical defect, difficulty, or dissatisfaction with the provision of the reseller's regulated services.

[Source: Added at 12 Ok Reg 2147, eff 7-1-95; Amended at 14 Ok Reg 2855, eff 7-15-97; Amended at 15 Ok Reg 3075, eff 7-15-98]