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.
If you believe the initial decision on your complaint is wrong…
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.
If you believe the Informal Hearing Officer's or Reviewer's Decision is wrong...
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