# Disputes and Informal Complaints

- **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:** Not available
- **effective on:** Not available
- **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
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- **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
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 orally or in writing. Using the procedures found in rule
1301, a utility shall conduct a full and prompt investigation of all disputes
concerning utility service.
(c) In accordance with the procedures in rule 1301, a utility shall conduct a full and
prompt investigation of all informal complaints concerning utility service.

(d) A utility shall comply with all rules regarding the timelines for responding to
informal complaints.
(e) If a current customer, or an applicant for service that is not a current customer, is
dissatisfied with the utility's proposed adjustment or disposition of a dispute, the
utility shall inform the person, customer or applicant for service of the right to
make an informal complaint to the External Affairs section of the Commission
and shall provide to the person, customer or applicant for service the address
and toll free number of the Commission’s External Affairs section.
(f) A utility shall keep a record of each informal complaint and of each dispute. The
record shall show the name and address of the initiating customer or person
applying for service, the date and character of the issue, and the adjustment or
disposition made. This record shall be open at all times to inspection by the
person who initiated the informal complaint or dispute, by the Commission, and
by Commission staff.
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