Section 736.695  Dispute Procedures

a)         The WETC shall make available at each of its offices where it transacts business with the public a customer service representative authorized to hear any dispute by an applicant, customer or user.  Such personnel shall consider the complainant's allegations and shall explain the complainant's account and the WETC's assertions in connection therewith.  Such personnel shall be authorized to act on behalf of the WETC in resolving the complaint and shall be available during all business hours for this duty.

b)         The WETC shall direct its personnel engaged in personal contact with an applicant, customer, or user in the WETC service area seeking dispute resolution under the provisions of this Part to inform the person of his/her right to have the problem considered and acted upon by supervisory personnel of the WETC when any dispute cannot be resolved.  The WETC shall further direct supervisory personnel to inform the applicant, complainant, or user who expresses non-acceptance of the decision of the supervisory personnel of his/her right to have the problem, if arising under this Part, reviewed by the Commission and shall furnish them with the telephone number and address of the Consumer Services Division of the Illinois Commerce Commission.

c)         When a customer disputes a particular bill, the WETC shall not discontinue service for nonpayment so long as the customer:

1)         pays the undisputed portion of the bill;

2)         pays all future periodic bills by the due date; and

3)         enters into discussions with the WETC to settle the dispute with dispatch.

d)         No late payment charge shall be charged on any disputed bill paid within 14 days after resolution of the dispute if the complaint was filed before the bill became past due.