(a) A member–regulated cooperative shall adopt procedures to hear, decide, and resolve, in a prompt and fair manner, complaints from its members, including complaints regarding net metering.
(b) (1) The procedures adopted under subsection (a) of this section shall provide for a formal and an informal complaint process.
(2) A formal complaint proceeding shall include, at a minimum:
(i) The right to present a complaint in writing;
(ii) The right to have a complaint heard by the chief executive officer of the member–regulated cooperative, or the chief executive officer’s designee;
(iii) The right to a written response that states the reasons for the member–regulated cooperative’s decision; and
(iv) The right to have the complaint and response reviewed by the board of directors.
(c) (1) A member–regulated cooperative may not require a member to use the formal or informal complaint process.
(2) If a member uses the formal or informal complaint process, the member may:
(i) Accept the decision resulting from the process; or
(ii) Reject the decision resulting from the process and pursue any other remedy authorized by law.
(d) A decision made under a formal or informal complaint process is binding on the member–regulated cooperative.