Customer Complaint Tracking

17.11.16 NMAC 3 A. A wireline carrier shall maintain a record of all oral and written complaints, including informally resolved billing disputes, made by or on behalf of customers, which shall contain: (1) the date the complaint was lodged; (2) the class of customer (residential or business); (3) the category of the complaint (based on the consumer relations division’s list of complaint categories); and (4) the region within the state (e.g., by wire center, exchange, county). B. A carrier shall not retaliate against a customer for any complaint made by the customer to the commission or any other person. C. Upon request of the commission or staff, and for a specified time period not to exceed two (2) years, a wireline carrier shall compile and submit to the commission reports that state the total number of complaints recorded pursuant to Subsection A of this section and the number of such complaints categorized by the: (1) the category of the complaint; (2) region within the state (e.g., by wire center, exchange, county); and (3) class of customer (residential or business). D. A carrier shall cooperate with the commission, the consumer relations division, and staff in resolving complaints.