{"operation":"document","citation":"4 CCR 723-4 Rule 4004","title":"Disputes and Informal Complaints","source_type":"regulation","agency":"Colorado Public Utilities Commission","status":"current","official":true,"published_on":null,"effective_on":null,"summary":"(a) For purposes of this rule, \"dispute\" means a concern, difficulty, or problem which needs resolution and which a customer or a person applying for service brings directly to the attention of the utility without the involvement of the Commission or Commission staff. (b) A dispute may be initiated ","machine_formats":{"json":"https://regulus.evalyn.ai/document/co-ccr-4-723-4-4004.json","markdown":"https://regulus.evalyn.ai/document/co-ccr-4-723-4-4004.md"},"app_url":"https://regulus.evalyn.ai/document/co-ccr-4-723-4-4004","source_url":"https://www.sos.state.co.us/CCR/DisplayRule.do?action=ruleinfo&ruleId=2260&deptID=18&agencyID=96&deptName=Department%20of%20Regulatory%20Agencies&agencyName=Public%20Utilities%20Commission&seriesNum=4%20CCR%20723-4","body":"(a) For purposes of this rule, “dispute” means a concern, difficulty, or problem which\nneeds resolution and which a customer or a person applying for service brings\ndirectly to the attention of the utility without the involvement of the Commission or\nCommission staff.\n(b) A dispute may be initiated orally or in writing. Using the procedures found in rule\n1301, a utility shall conduct a full and prompt investigation of all disputes\nconcerning utility service.\n(c) In accordance with the procedures in rule 1301, a utility shall conduct a full and\nprompt investigation of all informal complaints concerning utility service.\n\n(d) A utility shall comply with all rules regarding the timelines for responding to\ninformal complaints.\n(e) If a current customer, or an applicant for service that is not a current customer, is\ndissatisfied with the utility's proposed adjustment or disposition of a dispute, the\nutility shall inform the person, customer or applicant for service of the right to\nmake an informal complaint to the External Affairs section of the Commission\nand shall provide to the person, customer or applicant for service the address\nand toll free number of the Commission’s External Affairs section.\n(f) A utility shall keep a record of each informal complaint and of each dispute. The\nrecord shall show the name and address of the initiating customer or person\napplying for service, the date and character of the issue, and the adjustment or\ndisposition made. This record shall be open at all times to inspection by the\nperson who initiated the informal complaint or dispute, by the Commission, and\nby Commission staff.","truncated":false,"body_characters":1633}