Rule 515-12-1-.08 - Complaints and Appeals(1) When a utility receives an oral or written complaint from an applicant or customer, whether directly to it or, upon request, by the Commission, regarding its service or regarding another company's service for which it provides billing, collection, or responses to inquiries, the utility must acknowledge the complaint as follows: (a) Provide the name of the company's contact to the complainant;(b) Investigate the complaint 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 supervisor at the company; and(f) Inform the complainant, if still dissatisfied after speaking to a supervisor, of the right to file a complaint with the Commission and provide the Commission's address, toll-free number and/or Internet web site for filing a complaint online.(2) The telephone utility shall make a full and prompt investigation of all complaints made by its customers or applicants, for service either directly to the utility or, upon request, by the Commission. Such investigation should commence within five (5) business days from the date of initial contact. If the complaint has not been resolved within thirty (30) days, the telephone utility shall make a status report on the matter to the entity that made the initial complaint. If the contact is made by the Commission and the customer is without service, the customer is to be contacted as soon as possible with a follow up by the Commission within two (2) business days.(3) When a utility receives a complaint from an applicant or customer regarding another company's service for which it provides only billing service, the utility must provide the complainant a toll- free number to reach the appropriate office for the company that is authorized to investigate and take corrective action to resolve the dispute or complaint.Ga. Comp. R. & Regs. R. 515-12-1-.08
Ga. L. 1878-79, p. 125, 1907, p. 72, 1922, pp. 143, 144, 1964, p. 338, 1965, p. 283, 1973, pp. 677 to 681, 1975, Sec. 2, p. 406.
Original Rule entitled "Complaints and Appeals" adopted. F. Dec. 29, 1975; eff. Jan. 1, 1976, as specified by Ga. L. 1975, p. 411.Amended: F. Nov. 26, 2002; eff. Dec. 16, 2002.