| (a) Any customer or service applicant requesting the
opportunity to dispute any action or determination of a utility under
the utility's customer service rules shall be given an opportunity
for a review by the utility. If the utility is unable to provide a
review immediately following the customer's request, arrangements
for the review shall be made for the earliest possible date. Service
shall not be disconnected pending completion of the review. The commission
may require continuation or restoration of service pending resolution
of a complaint. If the customer will not allow an inspection or chooses
not to participate in such review or not to make arrangements for
such review to take place within five working days after requesting
it, the utility may disconnect service for the reasons listed in §24.167
of this title (relating to Discontinuance of Service), provided notice
has been given in accordance with that section.
(b) In regards to a customer complaint arising out
of a charge made by a public utility, if the commission finds that
the utility has failed to make the proper adjustment to the customer's
bill after the conclusion of the complaint process established by
the commission, the commission may issue an order requiring the utility
to make the adjustment. Failure to comply with the order within 30
working days of receiving the order is a violation for which the commission
may impose an administrative penalty under TWC, §13.4151.
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