Complaints

A customer who in good faith believes that he has been incorrectly billed for services by an agency or harmed by another action of the agency except a rate increase, may submit a customer complaint to the agency involved. Upon receipt of the customer complaint, and the deposit payment in the case of a billing dispute, the agency shall investigate the matters raised in the customer complaint. The agency shall forthwith furnish the customer with a statement indicating the right of appeal provided by § 13104 of this Chapter. Within thirty

(30)days, the agency shall respond to the customer as to its findings with respect to the complaint. If required, the agency shall make an adjustment of account, including a credit for or return of any deposit payment or portion thereof made towards the amount disputed if the agency statement indicates an adjustment is due a customer. However, if the agency indicates that the dispute should be resolved in favor of the agency, and it is a billing dispute, the agency shall charge the customer’s account the amount due less any deposit payments made towards the disputed amount and may offer a payment plan. If the agency determines that one of its actions has harmed the customer, then it shall pay to the customer liquidated damages, if any, for such action. Disconnection or termination of services shall not be undertaken by the agency with respect to the disputed amount until the expiration of thirty

(30)days from the date the statement required by this Section shall be mailed to the customer.