Dispute resolution and complaint procedure

(a) A gas company shall establish and file with the Department a dispute resolution procedure to address complaints alleging violations of the Gas Code of Conduct and to resolve potential complaints that arise due to the relationship between a gas company and its affiliates. Such procedure shall designate an employee of the company as "hearing officer" to conduct an investigation of the complaint, require that such person communicate the results of the investigation to the claimant in writing within thirty (30) days after the complaint is received, and require that such communication describe any action taken and notify the complainant of his or her right to complain to the Department if not satisfied with the result of the investigation. (b) Any dispute resolution and complaint procedure implemented pursuant to subsection (a) of this section shall not affect a complainant's right to file a formal complaint or otherwise address questions to the Department. (c) Violation Complaints or Disputes Log. A gas company shall maintain a log of all new, resolved and pending complaints alleging violations of the Gas Code of Conduct. The log shall be subject to review by the Department and shall include, at minimum, the following information: (1) the date the complaint was received by the gas company or the date the gas company became aware of the complaint; (2) the complainant's name and contact information, subject to any applicable whistle-blower federal or state laws; (3) a brief description of the complaint; (4) a description of how the complaint has been resolved; and (5) if the complaint has not been resolved by the gas company within thirty (30) days, an explanation for the delay.