Section 3 AAC 52.405 - Business office standards(a) A utility shall locate and staff business offices so that customers and other members of the public have reasonably convenient access to qualified personnel, including supervisors, if necessary, who are able to provide service and rate information, accept payments, process applications for service, explain charges in customers' bills, and adjust billings.(b) A utility shall include in its tariff, and notify its customers and the public of, all reasonably available means of contacting its business office or service centers. The utility shall maintain business office hours on a regular schedule to include at least part of each weekday, except holidays, during the time period from 8:00 a.m. to 5:00 p.m. If a local utility representative is unavailable or unable to correct a service deficiency, the utility shall provide collect calling to a designated business office for customers who need to report an emergency situation or service deficiency.(c) A utility shall list in its tariff a number that will enable a customer at any time to telephone the utility to notify it of an emergency condition.(d) A utility shall maintain accurate records of service applications, the billing history for each customer, and service complaints. The utility shall respond to the substance of each service complaint and other customer correspondence within 10 working days after its receipt. In its response the utility shall state that a customer not satisfied with the response may file a complaint with the commission under 3 AAC 48.120 and 3 AAC 48.130. The utility shall retain these records for at least two years.Eff. 1/1/87, Register 100; am 1/1/2016, Register 217, April 2016Authority:AS 42.05.141
AS 42.05.151
AS 42.05.291
AS 42.05.361