Section 56.166. Informal complaints

The Commission delegates to the Bureau of Consumer Services (BCS) the primary authority to resolve customer, applicant or occupant informal complaints arising under this chapter. The BCS, through its Director and with the concurrence of the Commission, will establish appropriate internal procedures to implement this chapter.

(1) The Commission will accept complaints only from complainants who affirm that they have first contacted the public utility for the purpose of resolving the problem about which the complainant wishes to file a complaint. If the complainant has not contacted the public utility, the Commission will direct the complainant to the public utility.

(2) Only after the complainant and the public utility have failed to resolve the dispute will BCS initiate an investigation.

The provisions of this § 56.166 adopted October 7, 2011, effective October 8, 2011, 41 Pa.B. 5473.

Notation

Authority

The provisions of this § 56.166 issued under Chapter 14 of the Public Utility Code (66 Pa.C.S. Chapter 14).