Ill. Admin. Code tit. 83, § 735.190 - Dispute Procedures
a) The company shall
assign one or more of its personnel in each of its offices where it transacts
business with the public the duty of hearing, in person, any dispute by an
applicant, customer or user. Such personnel shall consider the complainant's
allegations and shall explain the complainant's account and the Company's assertions
in connection therewith. Such personnel shall be authorized to act on behalf of the
company in resolving the complaint and shall be available during all business hours
for the duty hereinabove described.
b)
If the company does not maintain an office where it transacts business in the
community/exchange where the complainant resides and/or receives service, the
company shall upon request meet with the customer at a mutually acceptable location
in the community lacking such business office. The company shall notify the customer
of its willingness to meet in the customer's exchange to resolve the
dispute.
c) The company shall direct its
personnel engaged in personal contact with the applicant, customer, or user seeking
dispute resolution under the provisions of this Part to inform the customer of their
right to have the problem considered and acted upon by supervisory personnel of the
company where any dispute cannot be resolved. The company shall further direct such
supervisory personnel to inform such applicant, complainant, or user who expresses
nonacceptance of the decision of such supervisory personnel of their right to have
the problem reviewed by the Commission and shall furnish them with the telephone
number and address of the Consumer Affairs Division of the Illinois Commerce
Commission.
d)
1) When a customer disputes a particular bill, the
company shall not discontinue service for nonpayment so long as the customer:
A) pays the undisputed portion of the bill;
and
B) pays all future periodic bills by
the due date; and
C) enters into
discussions with the company to settle the dispute with dispatch.
2) No late payment charge shall be
charged on any disputed bill paid within fourteen (14) days of resolution of the
dispute if the complaint was filed before the bill became past due.
Notes
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