Section 460.1628. Disputed claim.

(1) If a customer advises a utility, before the date of the proposed shutoff of service, that all or part of a bill is in dispute, then the utility shall do all of the following:

(a)   Immediately record the date, time, and place the customer made the complaint and transmit verification to the customer.

(b)   Investigate the dispute promptly and completely.

(c)   Advise the customer of the results of the investigation.

(d)  Attempt to resolve the dispute informally in a manner that  is satisfactory to both parties.

(e)    Provide the opportunity for the customer to settle the disputed claim or to satisfy any liability that is not in dispute.

(2)   A customer may advise a utility that a claim is in dispute in any reasonable manner, such as by written notice, in person, or by a telephone call directed to the utility.

(3)     A utility, in attempting to resolve the dispute, may employ telephone communication, personal meetings, on-site visits, or any other technique that is reasonably conducive to obtaining a settlement.

History: 2008 AACS.