SECTION 165:57-5-24. Record of customer complaints

(a)   Each OSP shall maintain a record of customer complaints, in the format suggested by the Director of the Consumer Services Division and included as Appendix H to this Chapter, that compiles complaints that have been received by the company and includes, at a minimum:

(1)   The aggregators and/or end-users 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 aggregators and/or end-users name must also be readily available.

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

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

[Source: Added at 12 Ok Reg 2157, eff 7-1-95; Amended at 14 Ok Reg 2872, eff 7-15-97; Amended at 15 Ok Reg 3092, eff 7-15-98; Amended at 16 Ok Reg 2312, eff 7-1-99]