SECTION 165:65-9-4. Records of service complaints; investigation

(a)   Each utility shall make a full and prompt investigation of every complaint made to it by a consumer, either directly or through the Commission. It shall keep a record of all such complaints received, which record shall show the name and address of the complainant, the date and character of the complaint, and the adjustment or disposal made thereof. This record shall be open at all times for inspection by the Commission or its representatives.

(b)   In the event of a dispute between the consumer and the utility respecting the accuracy of a metering device, the utility shall make such investigation as shall be required by the particular case, and report the result thereof to the consumer. In the event that the complaint is not reconciled, the utility or the consumer may make application to the Commission for review of the complaint.

(c)   When a utility has been notified that a complaint regarding meter accuracy has been referred to the Commission, the questioned meter set assembly shall not be changed in any manner without prior authorization of the Commission. Violation of this provision will be considered as substantiation of the complainant's contentions.

(d)   Whenever a special meter reading is required following a complaint by a consumer the utility shall not make a charge for the special meter reading whether or not its tariff authorizes a charge for a special meter reading.

(e)   The utility shall provide each consumer a local telephone number and mailing address where either oral or written complaints may be received by the utility. If the utility utilizes electronic notification any such address(es) shall also be provided to all consumers of the utility.

[Source: Amended at 16 Ok Reg 2380, eff 7-1-99; Amended at 31 Ok Reg 1091, eff 9-12-14]