(1) A utility shall give a customer verbal or written acknowledgement of the utility’s receipt of the customer’s complaint no later than three business days after it receives the complaint. The utility shall specify in its acknowledgement whether any additional action will be taken on the issue(s) raised by the customer. A utility shall investigate the complaint and give the customer a verbal or written response no later than 15 days after it receives the complaint.
    (2) The word “”complaint”” as used in this rule means an objection made to the utility by a customer by telephone call, by email, by letter, or on the utility’s website form as to the utility’s charges, facilities or service that requires action by the utility.
    (3) Each utility shall have a procedure for receiving and responding to emergency calls 24 hours a day. Examples of emergencies shall include reports of water or wastewater main breaks or conditions caused by utility-owned facilities where property damage or personal injury is reasonably foreseeable.
Rulemaking Authority 350.127(2), 367.0812(5), 367.121(1) FS. Law Implemented 367.0812(1), 367.111, 367.121(1) FS. History-New 9-12-74, Formerly 25-10.70, 25-10.070, Amended 11-10-86, 6-21-18.