(a) Composition. The Dispute Resolving Board (DRB) shall consist of two customer members and one employee member. Two panels of the Dispute Resolving Board shall be appointed.
(b) Employee Members. The employee member of each panel of the DRB must hold the position of Section Manager or above (or equivalent grade). Employee members of the DRB may not work in the Customer Service Team. The Customer Care Division will solicit volunteers for the employee member of each panel, and the General Manager shall make the appointments. The term for each employee member shall be two years. The General Manager may appoint up to two alternate employee members.
(c) Customer Members. The Customer Relations Group will solicit volunteers for the customer members from WSSC’s Customer Advisory Board (CAB) or, if necessary, from the general public. The General Manager shall appoint a minimum of four customer members. The term of each customer member shall be two years. The General Manager may appoint up to two alternate customer members.
(d) Training. Each member of the DRB must complete a training program regarding WSSC’s billing and adjustment procedures prior to ruling on any DRB claims. (Amended during 2019 codification; CUS 12-01 § II)