§ 63.15. Complaint procedures.
(a) [Reserved].
(a.1) Customer service complaints. The Commission’s Bureau of Consumer Services shall process service complaints received from consumers in the following manner:
(1) Automatic customer transfer. Upon the receipt of a service-related complaint from a customer, the Commission’s Bureau of Consumer Services may seek to immediately and contemporaneously transfer the customer to its jurisdictional telecommunications public utility for resolution to address the inquiry or service complaint in the following manner:
(i) The transfer will occur with the customer’s explicit consent.
(ii) The transfer will be made to a live operator or customer service representative of the jurisdictional telecommunications public utility.
(iii) The jurisdictional telecommunications public utility shall maintain a dedicated toll-free telephone number for the automatic customer transfer process.
(iv) In the event that the customer’s service complaint cannot be resolved, it will be referred back to the Commission’s Bureau of Consumer Services for resolution in accordance with the provisions of subsection (c).
(v) The Commission’s Bureau of Consumer Services and participating public utilities may establish automated electronic communication links, electronic data interfaces, or appropriate web page access, for the exchange of information and data in the automatic customer transfer. These links shall be used only by authorized Commission and the jurisdictional telecommunications public utility’s personnel shall safeguard the customer’s personal data and billing information from public disclosure.
(2) Investigations. If the customer declines to participate in automatic customer transfer resolution process set forth in paragraph (1), the jurisdictional telecommunications public utility shall make a full and prompt investigation of the service complaints made to it through the Commission by its customers. Upon receiving a service complaint from a customer of a utility, the Commission will transmit a summary of the service complaint to the utility. If a service complaint is resolved, the utility may terminate the investigation by submitting or transmitting a copy of the service order which identified the action taken by the utility to resolve the service complaint. When complaints are referred to the jurisdictional telecommunications public utility through the Commission, the utility and the Commission shall work to process and resolve all complaints.
(b) Records of complaints. A jurisdictional telecommunications public utility shall preserve copies of written or recorded service complaints showing the name and address of the subscriber or complainant, the date and character of the complaint, the action taken and the date of final disposition. Records of complaints shall be kept in accordance with § 64.192 (relating to record maintenance).
(c) Commission review. If a customer or applicant expresses dissatisfaction with the jurisdictional telecommunications public utility’s decision or explanation, the jurisdictional telecommunications public utility shall inform the customer or applicant of the right to have the problem considered and reviewed by the Commission and shall provide the name, address and telephone number of the appropriate Commission Bureau. This subsection shall be read in conjunction with § § 64.141—64.181 when applicable to residential utility service.
Authority The provisions of this § 63.15 amended under the Public Utility Code, 66 Pa.C.S. § § 501, 504—506, 1301, 1501, 1504, 2901 and 3019(b)(2) and (3).
Source The provisions of this § 63.15 adopted March 25, 1946; amended through June 30, 1969; amended October 29, 1982, effective December 18, 1982, 12 Pa.B. 4285; amended January 29, 1988, effective July 30, 1988, 18 Pa.B. 466; amended July 17, 1998, effective July 18, 1998, 28 Pa.B. 3394; amended August 12, 2022, effective August 13, 2022, 52 Pa.B. 5049. Immediately preceding text appears at serial pages (246447) to (246448).
Cross References The section cited in 52 Pa. Code § 63.21 (relating to directives).
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