Section R. 460.150 - Complaint proceduresRule 50.
(1) A utility shall establish complaint procedures, promptly and thoroughly investigate customer complaints, and, when possible, resolve all customer inquiries, service requests, and complaints and report the resolution of commission-referred complaints to the commission staff.(2) The utility shall keep records of customer complaints that will enable the utility to review and analyze its procedures and actions. The records shall be available to the commission.(3) After referral of a customer's complaint from the commission, a utility shall make reasonable attempts to contact the customer within 2 business days and shall develop and report to the commission within 10 days after referral its plan for resolution of the complaint.(4) A utility shall provide to customers who are not satisfied with the utility's resolution of a complaint or inquiry the toll-free telephone number and internet address of the commission.(5) A utility shall obtain commission approval of any substantive changes in its procedures.Mich. Admin. Code R. 460.150
2007 AACS; 2017 MR 22, Eff. 12/11/2017