Consumer Complaint Process
The DPS complaint process has three levels of investigation:
- 1. Initial Complaints
2. Informal Hearing or Review
3. Appeal of the Informal Hearing or Review
In an effort to ensure that utilities fulfill their obligation to provide effective service, when DPS receives a customer complaint, DPS will first ask the utility to contact the customer and resolve the issue. If the utility does not contact the customer with its initial acknowledgement, does not provide the customer with its response within two weeks or the matter remains unresolved after the customer has received the response, the customer should contact DPS. DPS’ Office of Consumer Services will conduct a full investigation of the complaint and notify the customer in writing or by telephone of the decision, the reasons for the decision and action the customer may take if he or she is not satisfied.
You can request in writing, by telephone or in person, within 15 days of the initial decision, an informal hearing or informal review.
After your request is reviewed, you will receive a letter stating:
- When and where the informal hearing or review will be held (you do not have to be present at an informal review);
- Asking you to bring certain documents to the informal hearing or send them to the informal reviewer;
- Informing you of your right to be represented by the person of your choice.
You can appeal, within 15 days of the decision, to DPS LI and LIPA.
Your written appeal must contend that there was an error in fact or law by the hearing officer or reviewer which affected the decision or that new evidence not previously available, would affect the decision. DPS LI will review the appeal and recommend a decision to LIPA. LIPA will make a decision on the appeal in conjunction with DPS LI’s recommendation and may uphold, change, reject, or return the decision to the hearing officer or reviewer for further consideration, or may find further proceedings are necessary. You will be notified of LIPA’s decision. The decision will contain additional information about action that you may take if you believe the decision continues to contain an error in fact or law which affected the decision, or that new evidence not previously available, would affect the decision.
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