OAR 860-036-1150
Dispute Resolution

(1)

When a dispute occurs between an applicant or a customer and a water utility regarding any charge or service, the water utility must:

(a)

Thoroughly investigate the matter;

(b)

Promptly report the results of its investigation to the complainant;

(c)

Inform the complainant of the right to have a water utility supervisor review any dispute;

(d)

Prepare a written record of the dispute including the name and address of the complainant involved, the date the complaint was received, the issues in dispute, a summary of the water utility’s efforts to resolve the dispute, and the disposition of the matter; and

(e)

Retain records of the dispute for at least 36 months after the investigation is closed.

(2)

If the water utility and the complainant cannot resolve the dispute, the water utility must inform the complainant of the right to contact the Consumer Services Section and request assistance in resolving the dispute. The water utility must provide the complainant information about how to contact the Consumer Services Section.

(3)

The Consumer Services Section will investigate any dispute upon request to determine whether it can be resolved as an informal complaint.

(4)

If the Consumer Services Section cannot resolve the dispute, the complainant may file a formal written complaint with the Commission under ORS 756.500 (Complaint). The formal complaint must be submitted on an approved form available from the Consumer Services Section.

(a)

The complaint must be filed electronically with the Filing Center at PUC.FilingCenter@state.or.us.

(b)

If the complainant does not have access to electronic mail,

(A)

The complaint may be mailed, faxed, or delivered to the Filing Center at the address set out in OAR 860-001-0140 (General); and

(B)

The complaint must include a request for waiver of electronic service and filing requirements. This request is included on the form available from the Consumer Services Section.

(c)

The Commission will serve the complaint on the water utility. The Commission may electronically serve the water utility with the complaint if the electronic mail address is verified prior to service of the complaint and the delivery receipt is maintained in the official file.

(d)

The water utility must answer the complaint within 15 calendar days of service of the complaint by the Commission. The water utility must serve a copy of its answer on the complainant.

(A)

If the water utility files a motion to dismiss, the complainant may file a response within 15 calendar days of the motion. If the complainant responds, the complainant must file the response with the Filing Center and send a copy to the utility. The Commission may make a decision on the formal complaint based on the information in the complaint, the utility’s response and motion to dismiss, and the complainant’s response to the utility’s motion; or

(B)

The Commission may set a procedural schedule for the complaint proceedings, including, but not limited to, scheduling dates for receiving additional information from the parties, telephone conferences, or a hearing. A hearing may be held on less than 10 calendar days’ notice when good cause is shown.

Source: Rule 860-036-1150 — Dispute Resolution, https://secure.­sos.­state.­or.­us/oard/view.­action?ruleNumber=860-036-1150.

860‑036‑1000
Scope and Applicability of Rules 860‑036‑1010
General Definitions 860‑036‑1050
Annual Fees Payable to the Commission by a Water Utility 860‑036‑1060
Estimated Annual Fees Payable to the Commission by a Water Utility 860‑036‑1100
Information for Applicants and Customers 860‑036‑1110
Water Utility Emergency and Nonemergency Response Requirements 860‑036‑1120
Designation of Third Party to Receive Copies of Bills and Notices 860‑036‑1150
Dispute Resolution 860‑036‑1160
Continued or Restored Service Pending Informal or Formal Dispute 860‑036‑1200
Applications for Water Utility Service 860‑036‑1210
Establishing Credit for Residential Service 860‑036‑1220
Deposits for Residential Service 860‑036‑1230
Surety Agreements 860‑036‑1240
Deposit Payment Arrangements for Residential Service 860‑036‑1250
Interest on Deposits for Residential and Nonresidential Service by Rate-Regulated Utilities 860‑036‑1260
Refund of Deposits 860‑036‑1270
Refusal of Water Utility Service 860‑036‑1300
Water Service Connection 860‑036‑1310
Main Line Extensions 860‑036‑1320
Temporary Service 860‑036‑1330
Restrictions on Entering a Customer Residence 860‑036‑1350
Use of Water Meters 860‑036‑1360
Customer Requested Meter Tests 860‑036‑1370
Meter Readings 860‑036‑1400
Customer Billings 860‑036‑1410
Application of Partial Payments 860‑036‑1420
Time-Payment Plans for Residential Water Service 860‑036‑1430
Late-Payment Charge 860‑036‑1440
Adjustment of Utility Bills 860‑036‑1450
Transfer Billings 860‑036‑1500
Grounds for Involuntary Disconnection 860‑036‑1510
Required Notices for Involuntary Disconnection 860‑036‑1520
Delivery of Notices for Involuntary Disconnection 860‑036‑1530
Water Utility Requirements on the Day of Involuntary Disconnection 860‑036‑1540
Disconnection of Service on Weekends and Holidays 860‑036‑1550
Disconnection of Water Service to Tenants 860‑036‑1560
Voluntary Disconnection 860‑036‑1570
Reconnection of Residential Water Service 860‑036‑1580
Disconnection, Reconnection, and Field Visit Charges 860‑036‑1590
Tampering with Water Utility Facilities, Theft, or Unauthorized Use of Water 860‑036‑1600
Adequacy of Water Service 860‑036‑1610
Quality of Water Supply for Domestic Purposes 860‑036‑1620
Water Utility Responsibilities Regarding Service Complaints 860‑036‑1630
Unscheduled Interruptions of Service 860‑036‑1640
Scheduled Interruptions of Service 860‑036‑1650
Adequate Water Pressure Required 860‑036‑1660
Customer Requested Pressure Test 860‑036‑1670
Water Use Restrictions 860‑036‑1680
Cross Connection Control 860‑036‑1690
Maps and Records 860‑036‑1700
Appointment of Regent to Operate and Manage a Water System 860‑036‑1710
Expenditure of Charges Collected Under ORS 756.310 to Make Emergency Repairs 860‑036‑1720
Commission-Assessed Civil Penalties for Noncompliance 860‑036‑1800
Service Territory Allocation Definitions 860‑036‑1810
Allocation of Service Territory 860‑036‑1820
Filing an Application to Expand Exclusive Service Territory 860‑036‑1830
Reduction of Approved Service Territory Boundaries 860‑036‑1840
Transfer of Approved Service Territory 860‑036‑1850
Exclusive Obligation to Serve 860‑036‑1900
Regulation of Water Utilities 860‑036‑1910
Threshold Levels for Rate Regulation of Water Utilities Serving less than 500 Customers 860‑036‑1920
Notice Requirements and Customers Right to Petition for Rate Regulation 860‑036‑1930
Petition for Rate Regulation of Association by Members 860‑036‑1940
Water Utility Requesting Rate Regulation and Notice Requirements 860‑036‑1950
Removal of Rate Regulation 860‑036‑2000
Tariff Filings 860‑036‑2010
Tariff Content and Advice Letter 860‑036‑2020
Filing a General Rate Revision 860‑036‑2030
Customer Notice Requirements for a General Rate Revision 860‑036‑2100
Form and Filing of Financial Transaction Applications 860‑036‑2110
Application to Terminate, Abandon, or Dispose of a Water System 860‑036‑2120
Application to Dispose of or Acquire Property 860‑036‑2130
Acquisition Adjustment 860‑036‑2140
Filing for Approval of a Special Contract 860‑036‑2150
Application for Authority to Issue Stocks, Bonds, Notes, or Other Securities 860‑036‑2160
Application for Authority to Guarantee Indebtedness 860‑036‑2170
Use of Deferred Accounting 860‑036‑2200
Affiliated Interest Definitions 860‑036‑2210
Applications to Receive or Provide Goods or Services with an Affiliated Interest 860‑036‑2220
Application for Waiver of Requirements under OAR 860-036-2210 860‑036‑2230
Allocation of Costs 860‑036‑2300
Relating to City Charges, Taxes, and Other Exactions 860‑036‑2310
Relating to Local Government Charges, Taxes, and Other Assessments 860‑036‑2350
Annual Report of Results of Operations 860‑036‑2360
Annual Affiliated Interest Report 860‑036‑2370
Uniform System of Accounts 860‑036‑2380
Accounting for Contributions in Aid of Construction (CIAC) 860‑036‑2390
Accounting for Construction Work in Progress (CWIP) 860‑036‑2410
Preservation and Destruction of Records
Last Updated

Jun. 8, 2021

Rule 860-036-1150’s source at or​.us