NAC704.7916. Violations: Procedures for processing complaints.

     1. A person or business may complain to the Commission or distribution company in writing, setting forth any act or thing allegedly done or not done by a distribution company or affiliate in violation of NAC 704.789 to 704.792, inclusive.

     2. Upon request of a complainant who is a current or former employee of a distribution company or an affiliate, the Commission will maintain the confidentiality of the complainant until the end of any resulting investigation or longer if the Commission deems it necessary.

     3. The distribution company shall refer all complaints, whether written or oral, to a designated representative of the distribution company, who shall:

     (a) Acknowledge receipt of the complaint in writing to the complainant within 5 working days after receiving the complaint;

     (b) Prepare a written summary of the complaint which must include, without limitation:

          (1) The name of the complainant; and

          (2) A detailed factual report of the complaint, including, without limitation:

               (I) The relevant dates;

               (II) The names of the companies involved;

               (III) The names of the employees involved; and

               (IV) The details of the claim;

     (c) Conduct a preliminary investigation; and

     (d) Communicate the results of the preliminary investigation, including, without limitation, a description of any course of action that was taken as a result of the investigation, in writing to the complainant not more than 20 business days after the designated representative received the complaint.

     4. The distribution company shall:

     (a) Maintain a public log of all new, pending and resolved complaints; and

     (b) Make the public log available to the Commission and the Bureau of Consumer Protection in the Office of the Attorney General not more than 10 business days after the end of each month, which must include, without limitation:

          (1) A written summary of each complaint; and

          (2) A written summary of the manner in which each complaint was resolved or, if applicable, an explanation of the reason why a complaint is still pending.

     (Added to NAC by Pub. Utilities Comm’n by R087-98, eff. 2-3-99)