NAC704.4145. Resolution of dispute regarding bill, charge or service.

     1. If a customer disputes any bill, charge or service, the utility shall promptly investigate the matter and report its determination to the customer. If the customer so requests, the report must be made in writing. Whether or not a written report is requested, upon an adverse determination by the utility, it shall inform the customer of the right to file a complaint with the Division.

     2. If the customer is not satisfied with the utility’s determination, he or she may file a complaint with the Division.

     3. Except as otherwise provided in NAC 704.4151, if the customer files a complaint with the Division, the customer may be required by the utility to pay any disputed amount to the utility pending resolution of the complaint unless the utility agrees to waive the requirement. If such a payment is made, the utility shall refund any money found by the Commission to have been charged improperly.

     4. A summary of the provisions of this section must be:

     (a) Printed on the front or back of each bill or notice of termination issued by a utility; or

     (b) Set forth in a section of each telephone directory issued by a utility. If this method is used, a reference to that section of the directory must be included on the front or back of each bill or notice of termination issued by the utility.

Ê The summary must include the mailing address, telephone number and toll-free telephone number of the Division.

     (Added to NAC by Pub. Service Comm’n, eff. 1-5-89; A by Pub. Utilities Comm’n by R059-02, 2-17-2005)