Information Technology
Technology
Customer Council
Utility Complaint Resolution Process
Purpose:
The purpose of the Customer Council Complaint Resolution Process is to resolve conflicts about the following functions over which the council has purview:
- Rates or the process for establishing rates.
- The levels of utility services provided by DAS.
The Customer Council will determine if complaints forwarded to them through the complaint resolution process are appropriate for action by the Council.
Process:
Step 1. If a customer is not satisfied with the rates, the process for establishing rates, or the levels of utility services provided, they may submit a written summary of the complaint, including their desired resolution of the matter, to the appropriate Customer Council. The Customer Council shall consider the complaint at its next regularly scheduled meeting. A decision on the complaint shall be made by a vote of the Customer Council and supplied in writing to the customer within ten working days of the vote.
Step 2. A customer that is not satisfied with the decision of the Customer Council may file an appeal to a committee comprised of the chairs of the four customer councils within ten working days of receipt of the decision from Step 1. The appeal shall be in writing, include the written summary of the complaint and the Customer Council response at Step 1 of this process, and be sent to any one of the chairs of the four customer councils. The committee of the chairs of the customer councils shall meet to consider and vote on the appeal within thirty calendar days of the receipt of the appeal and render a decision in writing within ten working days of their vote on the appeal. The decision of the committee of chairs of the customer councils is the final decision.
How to Submit a Complaint to the ITE Customer Council:
You may submit a complaint to the Customer Council Chair person
listed below:
ITE Council Chair Steve Mosena, Department of Human Services