Minnesota Administrative Rules

7810.1100 COMPLAINT PROCEDURES.

Subpart 1.

Personnel available to hear inquiries and complaints.

The utility shall establish such procedures whereby qualified personnel shall be available during regular business hours to receive and, if possible, resolve all customer inquiries, requests, and complaints.

Subp. 2.

Investigation of complaints.

If any complaint cannot be promptly resolved, the utility shall contact the customer within five business days and at least once every 14 calendar days thereafter, and advise the customer regarding the status of its investigation until: the complaint is mutually resolved; or the utility advises the customer of the results of its investigation and final disposition of the matter; or the customer files a written complaint with the Public Utilities Commission or the courts.

Subp. 3.

Notification to Public Utilities Commission of complaint.

When the Public Utilities Commission forwards a customer complaint to the utility, the utility shall notify the commission within five business days regarding the status or disposition of the complaint.

Statutory Authority:

MS s 237.07; 237.10; 237.11

Published Electronically:

August 29, 2008