Relates to complaint handling procedures

This bill (S 9023) changes how utilities handle customer complaints about billing or service. It requires utilities to investigate complaints about gas/electric bills or deposits within 30 days, provide written results in plain language, and not disconnect service during a complaint (while customers still pay undisputed portions). The bill also shifts the burden of proof to utilities in disputes and mandates clear written explanations of complaint outcomes. These changes directly affect residential utility customers facing billing disagreements.