WAC 480-92-090. Site operator responsibility for complaints and disputes

(1) If a site operator receives complaints or disputes regarding its operations, it must: (a) Acknowledge the complaint; (b) Investigate promptly; (c) Report the results of the investigation to the complainant; (d) Take corrective action, if warranted, as soon as appropriate under the circumstances; (e) Tell the complainant the decision may be appealed to a higher level representative of the company, if any; (f) Tell the complainant, if still dissatisfied after speaking with the higher level representative, of the commission's availability to review the complaint; and (g) Provide the complainant with the commission's address and toll-free telephone number. (2) Complainants may file with the commission: (a) An informal complaint against a site operator as set forth in WAC 480-07-910 ; and/or (b) A formal complaint against a site operator as set forth in RCW 81.108.080 and chapter 480-07 WAC. (3) When commission staff refers an informal complaint to a site operator, the operator must: (a) Investigate and respond to commission staff within two working days. Commission staff may grant an extension of time for responding to the complaint, if requested, and warranted; and (b) Report regularly to commission staff about progress toward the solution and the final result. (4) A site operator must keep a record of all complaints concerning service or rates for at least one year and, on request, make them readily available for commission review. The record must contain: (a) The complainant's name and address; (b) The date and nature of the complaint; (c) The action taken; and (d) The final result.