(1) The Commission shall attend to customers in a prompt and courteous manner and a response to a communication in writing by a customer is prompt if done within 48 hours.
(2) The Commission shall keep a record of all customer contacts and shall separate the record in the following categories—
(a) information seeking;
(b) service related;
(c) metre accuracy;
(d) service connection;
(e) disconnection; or
(f) miscellaneous.
(3) The record shall include the name and address of the complainant, the date and time received, a summary of the specifics of the contact, and the name of the official handling the contact.
(4) A complaint lodged under any category other than 'information seeking' shall not be processed unless the customer has first raised the complaint with the licensee, and has been unable to resolve it.
(5) The official handling the complaint shall make every effort to resolve it informally, but should also advise customers of their rights pertaining to the type of complaint filed.
(6) If informal resolution is not possible, the official handling the complaint shall use such fact finding methods as are appropriate to the matter in dispute and should prepare a written decision to be issued by the Board.
(7) A complete record of complaints and decisions should be kept and reported to the Board at regular intervals.