Advancing
Universal Service, Affordability, and Customer Protection for Residential Utility Consumers.

The Public Service Commission Hotline
And Complaint Process.

If you are without electric or gas service, or are threatened with termination of service, and have a dispute with the utility you may contact the PSC Hotline at 1-800-342-3355. A call to the Hotline is not the same as a “complaint”. 

Public Service Law Section 43.2 requires the PSC to issue a written decision on a complaint, upon request. You can complain by phone or file e-mail complaints with the PSC involving electric, gas, telephone, water and cable TV service. The PSC has toll free telephone complaint lines available at 1-800-342-3377. The PSC does not entertain a complaint until the customer has first complained, without satisfaction, to the service provider. Click to view a copy of the PSC Guide to Complaint Handling.

See PULP request for review of PSC Complaint Handling Process -
04-27-2010

COMPLAINTS TO THE UTILITY

Complaints about bills for service, deposits, reliability must be made first to the utilitY:

• Utility must promptly and fairly investigate any complaint and shall report results to the customer
• Utility must offer to issue a written report if requested and must make complainant aware of such option
• If report is favorable, in whole or in part, to the utility, it must also inform the complainant of the Commission’s availability for review including the Commission’s address and telephone number

No service termination for disputed portion of bill during pendency and for 15 days after resolution

COMPLAINTS TO THE COMMISSION - STAGE I

Complaints about bills for utility service, deposits, deferred payment agreements

• Commission must promptly and factually investigate and report to the customer and the utility
• Written report, if requested, and, in plain English, must state determination, facts and reasoning
• Report must also inform parties of required action and what further procedures are available

No service termination for disputed portion of bill during pendency and for 15 days after issuance of determination

COMPLAINTS TO THE COMMISSION - STAGE II

• INFORMAL REVIEW: - Examination of initial decision based on written submissions; OR
• INFORMAL HEARING: - Review of initial decision based on oral and written testimony
• parties have a right to be represented
• Burden of proof in any customer complaint hearing or review is on the utilitY
• Written report, if requested, must state determination, facts and reasoning
• Report must inform parties of required action and what further procedures are available

No service termination for disputed portion of the bill during pendency and for 15 days after issuance of determination

COMPLAINTS TO THE COMMISSION - STAGE III - APPEAL TO THE COMMISSION

• Must be in writing
• Must specifically state grounds for error
• Subject to discretion of the Commission
• Commission may affirm, modify or reverse decision of informal hearing or review

Appeal from a decision of the Commission is by Article 78 and subject to the limitations and requirements of that statute

PULP Answers Questions About The Complaint Process.
If you have a specific question about the complaint process, contact PULP.