XIV. Customer Service

A. Water Quality

During DRA's review at the Company's offices, San Gabriel provided a copy of the customer complaint logs for water quality regarding taste, odor, turbidity, and pressure. Based on a review of the completed forms, DRA says that San Gabriel has adequately resolved the water quality issues arising during the period reviewed. We agree.

B. Billing Inquiries

DRA reviewed the customer bill inquiry forms. The Company had summaries regarding billing inquiries, but not the actual billing inquiry forms other than for the month of September 2005. In the past, the number of bill inquiries identified in the Company's files consists only of the bill inquiries that are tracked in the Company's billing inquiry log. Only the billing inquiries where an employee went out to a customer's premises and actually met with a customer in person were reported in the log.

DRA recommends that San Gabriel immediately begin keeping a copy of each bill inquiry form in a separate, centrally located file. This will allow for complete and accurate bill inquiry reporting, and would allow DRA to review future bill inquiries. San Gabriel agrees with DRA's recommendation and set-up a separate centrally located file for bill inquiries beginning January 1, 2006.