SECTION 165:65-11-17. Mediation

(a)   Whenever there is a dispute between the utility and the consumer as to the following, the matter may be brought by either party to the Commission's CSD:

(1)   The existence of elderly or handicapped status.

(2)   The question of financial assistance or guarantee of payment by a federal, state or local social service agency.

(3)   The provisions of a deferred payment agreement.

(4)   The terms and conditions of payment of any part of a bill as rendered.

(5)   The proper interpretation of this Chapter.

(b)   The CSD shall review the matter and issue an informal review decision in writing setting forth the terms and conditions for continued service, disconnection of service, or deferred payment plan agreement. If it is the desire of the consumer, they may be represented by a third party, if the consumer is available for verification. If the dispute can be resolved by telephone with the party seeking review, the review decision need not be in writing unless requested by either party. During any period of time when a disconnection dispute is before the Commission or in mediation, the utility shall suspend disconnection procedures.

(c)   If the CSD is unable to resolve the dispute to the mutual satisfaction of the parties, either party may file a complaint with the Commission for final determination.

(d)   Whenever the consumer informs the utility that the consumer disputes a charge for service, the utility shall investigate the dispute promptly and thoroughly, and make a diligent effort to reach a mutually satisfactory settlement. If the consumer is dissatisfied with the decision of the utility, the consumer may report the dispute to the CSD. Upon written complaint by the consumer to the Commission, disconnection of service shall be held in abeyance provided the consumer pays the portion of the bill which is not in dispute.

[Source: Added at 12 Ok Reg 2167, eff 7-1-95; Amended at 16 Ok Reg 2380, eff 7-1-99; Amended at 20 Ok Reg 2322, eff 7-15-03]