ENERGY REGULATORY COMMISSION

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CONSUMER COMPLAINT PROCEDURE





























































Filling of Letter Complaint
(by snail mail, hand carry mail or by email)
Has been referred to
Distribution Utilities
(DU) Consumer
Welfare Desk (CWD)
NO
YES
Refer to
DUs CWD,
resolve?
YES
NO
Case Terminated
Commission Staff shall notify the DU of the
complaint and request a written response
within 5 days from receipt
DUs response shall contain the ff.: (1)
explanation of the likely cause of problem;
(2) action taken at the CWD level; (3)
proposed resolution (PR) ; (4) all
communications sent to the customer that
contains the proposed resolution.
Commission Staff shall *review and
evaluate the PR and may conduct informal
conference between the party
Customer
objects w/
the PR
YES
NO
Case Terminated
DU shall issue
Certification
that CWD
failed to
resolved the
complaint
Commission Staff shall proposed a
resolution to the parties
Cust. & DU
acquiescence
to the PR?
YES NO
Case Terminated
Complaint shall be endorsed for hearing
and dispute resolution
A
ENERGY REGULATORY COMMISSION
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A
Customer shall be required to verify his
complaint if not yet verified (as in the case
of Letter Complaint)
Commission shall issue an order requiring
the respondent to file his answer within 15
days from receipt
Answer was filed
w/in the
required period?
YES
NO
Commission shall render a
decision based on records
Commission shall determine if
the case can be tried under
the summary procedure
Summary
procedure
applicable?
YES NO
Commission shall issue an
order that the case shall be
tried under summary
procedure
Commission shall set the case
for conference
YES
Case Terminated
B
Possible
settlement
YES NO
Case Terminated
Proceed to Pre-trial. The
Commission may order the
submission of pre-trial brief 5
days before the hearing date
Pre-Trial Conference
Upon termination of the pre-
trial conference, the
Commission shall issue a Pre-
trial order
C
ENERGY REGULATORY COMMISSION
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SUMMARY PROCEDURE

























































B
Commission shall
determine if there is an
apparent *ground for
outright dismissal
NO YES
Commission shall dismiss the case
Commission shall examine the allegations
in the in the complaint, answer and such
papers as may be attached thereto
Commission shall issue an order stating
that the case falls under summary
procedure
Within 15 days from receipt of the above-
mentioned order, parties shall submit the
ff.: (1) position papers, (2) judicial
affidavits of their witnesses and (3) other
evidence on the factual issues
Is there is a
need for
clarification?
NO NO
Commission shall
render judgment
within 30 days from
receipt of the last
affidavit or position
paper
Case Terminated
Commission shall order the parties to submit,
15 days from receipt of hereof order,
affidavits or other evidence to clarify certain
material facts
Case Terminated
Judgment shall be rendered within thirty (30)
days after the receipt of the last clarificatory
affidavit, or the expiration of the *original
sixty (60)-day period, whichever comes later.
Case Terminated
ENERGY REGULATORY COMMISSION
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HEARING PROPER
















Hearing
Presentation of Complainants
witnesses
Complainants Formal Offer of
Evidence (FOE)
Respondents comment to
Complainants FOE

C
Presentation of Respondents
witnesses
Respondents FOE
Complainants comment to
Respondents FOE

Complainants comment to
Respondents FOE

Parties, unless waived may
submit their respective
memoranda within the period
given by the Commission

Upon receipt of the
memoranda, case is deemed
submitted for resolution

Case Terminated