Section 460.130. Personnel procedures.

A utility shall establish   personnel  procedures that, at  a minimum, ensure all of the following:

(a)    That qualified personnel are available and prepared at  all  times during normal business hours to receive and respond to all customer inquiries, service requests, and complaints. A utility shall  make  the necessary arrangements to ensure that customers who are unable to communicate in the English language receive prompt and effective assistance.

(b)   That qualified personnel who are responsible for, and authorized to enter into, written settlement agreements on behalf of the utility are available at all times during normal business hours to  respond  to  customer inquiries and complaints.

(c)   That qualified personnel are available at all times to receive and respond to customer contacts regarding any shutoff of service and emergency conditions that occur within the utility's service area.

(d)  That the names, addresses, and telephone numbers of personnel who  are designated and  authorized  to   receive  and  respond   to  the  requests  and directives

of the commission regarding customer inquiries, service requests, and complaints during business hours are current and on file with the commission. The utility shall also provide a contact for emergency situations that may arise after business hours.

History: 2007 AACS.