The CUB is responsible for settling unresolved service complaints concerning the utility services the Board oversees, as well as for participating in the complaint resolution process. The complaint resolution procedure will include the following provisions:
The board chair will serve as the point of contact to raise complaints to be discussed during CUB meetings.
A definition of the complaint, which conveys that the resolution process does not take the place of any other complaint, grievance or appeal process required by statute or rule.
Receipt and resolution of complaints by the utility service provider charged with providing the service.
Standards for prompt, timely complaint resolution.
Provisions to aggregate, analyze and communicate issues and outcomes in a manner that contributes to overall organizational development.
Identification of the Service Enterprise Leader’s decision as the last step in the process. However, the procedure will contemplate the possibility for customers to appeal the Service Enterprise Leader’s decision to the DAS Deputy Director for ultimate resolution.