CHAPTER III
CUSTOMER SERVICE POLICIES

SECTION 3.7 - Customer Communications.

a. Utility Customer Service Representatives.

A Utility customer service representative charged with customer communication must give his or her name to the customer, whether communication is in person or by telephone. The representative must have immediate access to the most current detailed information available concerning the customer’s account and previous contact with the Utility and shall be properly qualified and instructed in the screening and prompt handling of complaints.

b. Telephone and Other Contact Information.

The Utility’s main telephone number 712-551-2565 is staffed during the business hours of 7:30 a.m. to 4:30 p.m., Monday through Friday (excluding holidays), to handle routine business questions and other communications. Utility emergencies can be reported to this same number, which is attended after normal business hours for the handling of problems or complaints of an emergency nature. Other contact information is located in Section 1.2.

c. Complaint Procedure.

Complaints concerning the charges, practices, facilities, or service of the Utility shall be investigated promptly and thoroughly. The Utility shall keep records of written complaints sufficient to enable review and analysis of its procedures and actions. Customers are required to submit previously unresolved verbal complaints in writing with the following information:

1. Name(s) of complainant.
2. Address(es) of complainant.
3. Telephone number(s) of complainant.
4. Nature of the complaint.
5. Relief sought.

Initial contact by a customer regarding a complaint shall be made with the customer service representative of the Utility. The complaint may be pursued with the appropriate supervisor or the appropriate manager, in that order, if the customer is not satisfied with the handling of the complaint.

A written complaint may be filed with the City Administrator as Hearing Officer if the customer is not satisfied with the supervisor or manager’s handling of the complaint. The Hearing Officer shall then establish a hearing date of the complaint. A customer who is unable to travel need not appear before any Utility official described in this section to explain the nature of their complaint. They may do so by telephone, via e-mail, in writing, or in some other mutually agreeable fashion. During the hearing, each side may present information/evidence regarding his/her side of the issue.

The hearing officer shall weigh the facts in the case in accordance to the City of Hawarden service rules and Iowa Law with a written decision and any applicable findings. The hearing officer's decision may be appealed to the Iowa Utility Board as provided below. In the absence of the City Administrator the Mayor shall serve as the Hearing Officer.

If the Utility does not resolve the complaint, the customer may request assistance from the Utilities Division of the Department of Commerce by calling or writing: Utility Division, Department of Commerce, 350 Maple Street, Des Moines, IA 50319, telephone number (515)-281-3839 or 877-565-4450. Complaints involving policies or actions of the Utility that are regulated by the IUB may also be filed with the IUB in accordance with applicable regulations.