Section R14-2-610. Administrative and Hearing Requirements

A.      Customer service complaints

1.        Each utility shall make a full and prompt investigation of all service complaints made by its customers, either directly or through the Commission.

2.        The utility shall respond to the complainant and/or the Commission representative within five working days as to the status of the utility investigation of the complaint.

3.        The utility shall notify the complainant and/or the Com- mission representative of the final disposition of each complaint. Upon request of the complainant or the Com- mission representative, the utility shall report the findings of its investigation in writing.

4.        The utility shall inform the customer of his right of appeal to the Commission should the results of the utility’s investigation prove unsatisfactory to the customer.

5.        Each utility shall keep a record of all written service com- plaints received which shall contain, at a minimum, the following data:

a.         Name and address of the complainant

b.        Date and nature of the complaint

c.         Disposition of the complaint

d.        A copy of any correspondence between the utility, the customer, and/or the Commission.

This record shall be maintained for a minimum period of one year and shall be available for inspection by the Commission.

B.       Notice by utility of responsible officer or agent

1.        Each utility shall file with the Commission a written statement containing the name, address (business, resi- dence and post office) and telephone numbers (business and residence) of at least one officer, agent or employee responsible for the general management of its operations as a utility in Arizona.

2.        Each utility shall give notice, by filing a written statement with the Commission, of any change in the information required herein within five days from the date of any such change.

C.      Time-frames for processing applications for Certificates of Convenience and Necessity

1.        This rule prescribes time-frames for the processing of any Application for a Certificate of Convenience and Neces- sity issued by the Arizona Corporation Commission pur- suant to this Article. These time-frames shall apply to applications filed on or after the effective date of this rule.

2.        Within 30 calendar days after receipt of an application for a new Certificate of Convenience and Necessity, or to amend or change the status of any existing Certificate of Convenience and Necessity, staff shall notify the appli- cant, in writing, that the application is either administra-

Corporation Commission – Fixed Utilities

tively   complete   or   deficient.    If   the    application   is deficient, the notice shall specify all deficiencies.

3.        Staff may terminate an application if the applicant does not remedy all deficiencies within 60 calendar days of the notice of deficiency.

4.        After receipt of a corrected application, staff shall notify the applicant within 30 calendar days if the corrected application is either administratively complete or defi- cient. The time-frame for administrative completeness review shall be suspended from the time the notice of deficiency is issued until staff determines that the appli- cation is complete.

5.        Within 150 days after an application is deemed adminis- tratively complete, the Commission shall approve or reject the application.

6.        For purposes of A.R.S. § 41-1072 et seq., the Commis- sion has established the following time-frames:

a.         Administrative completeness review time-frame: 30 calendar days,

b.        Substantive review time-frame: 150 calendar days,

c.         Overall time-frame: 180 calendar days.

7.        If an applicant requests, and is granted, an extension or continuance, the appropriate time-frames shall be tolled from the date of the request during the duration of the extension or continuance.

8.        During the substantive review time-frame, the Commis- sion may, upon its own motion or that of any interested party to the proceeding, request a suspension of the time- frame rules.

D.      Accounts and records

1.        Each utility shall keep general and auxiliary accounting records reflecting the cost of its properties, operating income and expense, assets and liabilities, and all other accounting and statistical data necessary to give complete and authentic information as to its properties and opera- tions.

2.        Each utility shall maintain its books and records in con- formity with the NARUC Uniform Systems of Accounts for Class A, B, C and D Sewer Utilities.

3.        A utility shall produce or deliver in this state any or all of its formal accounting records and related documents requested by the Commission. It may, at its option, pro- vide verified copies of original records and documents.

4.        All utilities shall submit an annual report to the Commis- sion on a form prescribed by it. The annual report shall be filed on or before the 15th day of April for the preceding calendar year. Reports prepared by a certified or licensed public accountant on the utility, if any, shall accompany the annual report.

5.        All utilities shall file with the Commission a copy of all reports required by the Securities and Exchange Commis- sion.

E.       Maps. All utilities shall file with the Commission a map or maps clearly setting forth the location and extent of the area or areas they hold under approved certificates of convenience and necessity, in accordance with the Cadastral (Rectangular) Sur- vey of the United States Bureau of Land Management, or by metes and bounds with a starting point determined by the aforesaid Cadastral Survey.

F.       Variations, exemptions of Commission rules and regulations. Variations or exemptions from the terms and requirements of any of the rules included herein (Title 14, Chapter 2, Article 6) shall be considered upon the verified application of an affected party to the Commission setting forth the circumstances whereby the public interest requires such variation or exemp- tion from the Commission rules and regulations. Such applica-

tion will be subject to the review of the Commission, and any variation or exemption granted shall require an order of the Commission. In case of conflict between these rules and regu- lations and an approved tariff or order of the Commission, the provisions of the tariff or order shall apply.

G.      Prior agreements. The adoption of these rules by the Commis- sion shall not affect any agreements entered into between the utility and customers or other parties who, pursuant to such contracts, arranged for the extension of facilities in a provision of service prior to the effective date of these rules.

Historical Note

Adopted effective March 2, 1982 (Supp. 82-2). Amended effective December 31, 1998, under an exemption as determined by the Arizona Corporation Commission (Supp. 98-4). Amended to correct subsection numbering (Supp. 99-4).