What are the legal requirements for utility companies in regards to customer service?
In South Carolina, utility companies must legally abide by the regulations in the South Carolina Public Service Commission (SCPSC). These regulations outline customer service requirements for both natural gas and electric utilities. First, utility companies are required to promptly answer any customer inquiries and complaints they receive. Additionally, they must investigate any complaints and take necessary action within a timely manner. The SCPSC stipulates that the utility must also provide reasonable quality of service and perform their duties as required without discrimination. Utility companies also have certain access requirements for customers. For example, they must provide easy access to the telephone for customers to contact customer service. This includes making sure that the telephone number is easy to find and that the line is staffed by customer service agents. Furthermore, in order to ensure that customers receive the best service, the SCPSC mandates that utility companies make sure any customer information collected is secure and protected from unauthorized access. Additionally, customer records must be kept confidential, and the utility company must make sure they aren’t releasing any customer information without permission. Lastly, utility companies must ensure that they are providing complete and accurate information to customers in regards to billing and other services. This includes informing customers of any changes in pricing or services that the utility company may implement. Overall, utility companies in South Carolina are legally obligated to provide quality customer service in accordance with the regulations set by the SCPSC. This includes providing prompt customer service, access to customer service, secure customer information, and reliable and accurate information about pricing and services.
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