NAC703.621. Written complaints.

     1. A customer’s written complaint must:

     (a) Clearly and concisely state the grounds of the complaint and the facts constituting the alleged wrongful acts or omissions; and

     (b) Be accompanied by copies of all supporting documents, such as invoices, bills of lading, cancelled checks and statements of account.

     2. The Division of Consumer Complaint Resolution shall maintain a record of each written complaint, including, without limitation:

     (a) Each pertinent fact relative to the origin, nature and basis of the complaint;

     (b) A description of everything the complainant has done or attempted to do to resolve the complaint;

     (c) The response of the utility to the complaint, with copies of supporting documents, if any; and

     (d) Any other information the Division deems to be relevant to the understanding and resolution of the complaint.

     3. The Division shall:

     (a) Within 5 days after receiving a written complaint, send a letter of acknowledgment to the complainant.

     (b) Within 10 days after receiving a written complaint, send a copy of it to the utility against which the complaint is made and require the utility to file a response to the complaint with the Division in accordance with NAC 703.626.

     (Added to NAC by Pub. Service Comm’n, eff. 1-6-84; A by Transportation Serv. Auth. by R071-98, 10-28-98)