Sec. 13.15. Complaint-handling procedures

(a) Complaints to a utility.

(1) A utility shall establish a written procedure for the handling of customers' complaints to the utility, which shall allow for the acceptance and processing of complaints submitted in a simple manner and form. Such procedure shall require that complaints be promptly acknowledged, fairly investigated in a reasonable period of time, and that the results of such investigations be promptly reported to the complainants in plain language.

(2) A utility shall refrain from sending a final notice of termination or from terminating service after the filing of a complaint with the utility as set forth in section 13.3(b)(4) and (c)(7) of this Part.

(3) If the report of the investigation is made orally, a utility shall provide the customer with the report in writing upon request.

(4) At the time a utility communicates its final response to a customer's complaint, it shall, if the complaint resolution is wholly or partially in the utility's favor, inform the customer of the commission's complaint-handling procedures, including the commission address and telephone number.

(b) Complaints to the commission.

(1) If a customer is unable to reach a satisfactory resolution of a dispute with a utility, the customer may complain, either orally or in writing, to the commission, pursuant to Part 12 of this Title.

(2) The complaint of a customer to the commission shall be handled in accordance with the procedures set forth in Part 12 of this Title.