Minnesota Administrative Rules

7826.2000 REPORTING CUSTOMER COMPLAINTS.

The annual service quality report must include a detailed report on complaints by customer class and calendar month, including at least the following information:

A.

the number of complaints received;

B.

the number and percentage of complaints alleging billing errors, inaccurate metering, wrongful disconnection, high bills, inadequate service, and the number involving service-extension intervals, service-restoration intervals, and any other identifiable subject matter involved in five percent or more of customer complaints;

C.

the number and percentage of complaints resolved upon initial inquiry, within ten days, and longer than ten days;

D.

the number and percentage of all complaints resolved by taking any of the following actions:

(1)

taking the action the customer requested;

(2)

taking an action the customer and the utility agree is an acceptable compromise;

(3)

providing the customer with information that demonstrates that the situation complained of is not reasonably within the control of the utility; or

(4)

refusing to take the action the customer requested; and

E.

the number of complaints forwarded to the utility by the commission's Consumer Affairs Office for further investigation and action.

Statutory Authority:

MS s 216B.81

History:

27 SR 1174

Published Electronically:

February 13, 2003