Section R. 460.154 - Disputed mattersRule 54.
(1) If a customer advises a utility, or if the utility is notified by a regulation officer on behalf of a customer, before the date of the proposed shut off of service, that all or part of a bill is in dispute, then the utility shall do all of the following:(a) Immediately record the date, time, and place the customer made the complaint and transmit verification to the customer.(b) Investigate the dispute promptly and completely.(c) Advise the customer of the results of the investigation.(d) Attempt to resolve the dispute informally in a manner that is satisfactory to both parties.(e) Provide the opportunity for the customer to settle the disputed claim or to satisfy any liability that is not in dispute.(2) A customer may advise a utility that a matter is in dispute in any reasonable manner, such as by written notice, in person, by a telephone call directed to the utility, or through a regulation officer.(3) A utility, in attempting to resolve the dispute, may employ telephone communication, personal meetings, on-site visits, or any other method that is reasonably conducive to obtaining a settlement.(4) A utility may choose not to respond to a customer complaint or dispute that involves the same question or issue based upon the same facts, and is not required to comply with these rules more than once before shutoff of service. The utility shall provide notice to the customer that the complaint has been dismissed under this rule. If the customer remains dissatisfied, the utility shall inform the residential or small nonresidential customer of the right to request a customer hearing with the utility and the procedure for requesting the hearing. The utility shall also inform the customer that they must contact the commission to file a request for a formal hearing. Unless the customer takes action by either requesting a customer hearing or taking its dispute to the commission, the matter in dispute is considered closed.Mich. Admin. Code R. 460.154
2007 AACS; 2017 AACS; 2023 MR 7, Eff. 4/10/2023