48.01.120 Grievances

(a) Any ratepayer or customer may for any reason file a grievance against the Department, the Commission, any Division or entity within the Department, or any Department employee. Grievances may be filed with the Commission if any rate, toll, charge, schedule, joint rate, regulation, measurement, or any other action or practice relating to the provision of a public service, including but not limited to electricity, heat, water, sewer, telecommunications services, sanitary services, solid waste disposal, or community service is unreasonable, inadequate, unjustly discriminatory, or cannot be obtained.

(b) Grievances shall be in writing and shall contain sufficient details to notify the Commission of the nature of the grievance.

(c) The Commission shall:

(1) document receipt of every grievance; and

(2) assign each grievance to an employee who shall see that the grievance is processed to completion; and

(3) investigate every grievance with the assigned employee; and

(4) issue a written record of the disposition.

(d) The Commission may address the grievance at a regular meeting or may make the grievance the reason to conduct a public hearing under Section 48.01.140. The Commission shall notify the appropriate Division prior to the matter being addressed at any regular meeting being conducted on the matter.