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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) ConsumerWelfare 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

evaluatethe 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

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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 adecision based on records

Commission shall determine ifthe 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

settlementYES NO

Case TerminatedProceed 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

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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 positionpaper

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

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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