Do you have a complaint about your local telephone service? The seven steps below describe how OPC can help resolve your problem through our complaint resolution process.
1. OPC staff receives utility consumer complaints by phone, email, walk-in visits or online.
2. OPC staff interviews the complainant to obtain information and provides the complainant with an overview of the complaint resolution process and time frame for follow up with the complainant.
3. OPC staff then forwards a detailed description of the complaint to the utility company.
4. On receipt of the utility company's report, OPC staff contacts the consumer for review of the report and to discuss proposed next steps.
5. The next steps may include:
- Requesting additional information from the utility company or complainant;
- Negotiating further with the utility company to resolve the complaint;
- If negotiations are not successful, then seeking an informal hearing before the PSC; or
- Closing the complainant's file:
When a complainant's file is closed, a "close out" letter is sent to the consumer. The "close out" letter provides a summary of actions taken by OPC staff during the informal resolution phase, the complainant's statements and the utility's response. The "close out" letter also outlines any decision reached during the informal resolution process and the consumer's right to request a hearing before the PSC.
6. If OPC determines the complainant's case has merit, a member of OPC's Consumer Services Division may accompany the complainant at an informal hearing with the DC PSC.
7. If the consumer is not satisfied with the informal hearing resolution, the complainant may seek a formal PSC hearing. The complainant may also request legal representation from OPC. However, legal representation by OPC will be determined after review by its legal team as to whether a sustainable claim exists.