Formal billing complaint and resolution process can be found on page 35 of Cloverland’s Rate Book for Electric Service: Rules and Regulations
Rate Book for Electric Service: Rules and Regulations (PDF)
The Cooperative will attempt to resolve the dispute informally in a manner that is satisfactory to both the Member and the Cooperative.
For disputes that cannot be resolved between the Member and the Cooperative informally, a Member has a right to participate in the Cooperative’s formal dispute resolution process. The Cooperative will inform the Member of their right to this process and provide a complaint form. The Cooperative ensures the prompt, efficient, and thorough investigation of all formal complaints through this process.
Choosing to pursue this process may not prevent a pending disconnect for nonpayment of a past due bill.
The formal complaint resolution process begins with the Member submitting a written complaint to the Cooperative. Formal complaints must be submitted within ten (10) working days from the time the incident occurred or be subject to dismissal.
Members must pay any portion of the bill not in dispute before filing a formal complaint.
Upon receiving a formal written complaint, the Cooperative will have five (5) working days to acknowledge receipt of the complaint, investigate it, and submit the complaint to the dispute resolution board, along with any findings or recommendations, for its final review and decision. Attendance by the Member may or may not be offered or required. Refusal of the Member to appear or respond timely to requested information may result in the dismissal of the complaint.
The Cooperative’s Complaint Resolution Board will consist of three Cooperative supervisors/managers who will thoroughly review the written compliant and any additional information provided by the department manager/supervisor. The board will meet and render a decision within five (5) working days of the date the formal written complaint was received by the Cooperative.
The complaint resolution board will notify the Member, in writing, of its final determination.
Formal complaint determinations can be appealed to Cloverland Electric Cooperative’s Board of Directors if the appeal request is provided in writing within five (5) working days of the determination made by the complaint resolution board. Appeals will be reviewed and addressed in conjunction with the next regularly scheduled meeting of the Board of Directors. Attendance by the Member may or may not be required. Failure to attend in person, if required, may result in dismissal of appeal, unless reasonable cause is provided and accepted by the Board of Directors. A final decision will be provided to the Member in writing within five (5) working days.
Same Dispute
The Cooperative may choose not to respond to a Member complaint or dispute that involves the same question or issue based upon the same facts and is not required to comply with these rules more than once before a shutoff of service occurs. The Cooperative shall provide notice to the Member that the complaint has been dismissed under this rule.