Common use of INVESTIGATIONS OF CUSTOMER COMPLAINTS Clause in Contracts

INVESTIGATIONS OF CUSTOMER COMPLAINTS. 5.1 Quality investigations The Distributor must, no later than 5 Working Days after receiving notification from the Trader or a Customer of a complaint about power quality, supply reliability or safety, investigate the complaint and respond to the Trader and/or Customer as appropriate. The response must indicate the Distributor’s findings related to the complaint and, if a problem is confirmed, the Distributor’s proposed remedy. If the investigation cannot be completed within 5 Working Days, the Distributor must provide within 7 Working Days an estimate of the time it will take to complete such an investigation and the reason for requiring extra time. For the purpose of this Service Measure, a power quality problem includes a problem relating to momentary voltage fluctuations, flicker, voltage harmonics, voltage phase imbalance, and voltage sags. However, in any event, the Distributor must complete its investigation and provide information to the Trader so that the Trader can offer a resolution to the Customer within the timelines set out in the Dispute Resolution Scheme. The Distributor must remedy any problems under its control in a timely manner, in accordance with Good Electricity Industry Practice. Not applicable. SCHEDULE 2 – BILLING INFORMATION