Public Utility Commission



Public Utility Commission

Informal Complaint Instructions

The Bureau of Consumer Services (BCS) assists consumers in resolving complaints with utility companies under the PUC’s authority. Before you file an informal complaint, please call your utility company first, as they may be able to help you with your problem. If the company is unable to resolve your problem, you may contact us to file an informal complaint. BCS investigates and responds to informal complaints as soon as possible.

Before filing a complaint with BCS, please review all of the following information:

In most cases only the consumer who is billed for the utility service can file an informal complaint. If you are not the customer being billed by the utility company, you must explain why you are filing a complaint for the customer.

By filing an informal complaint you are automatically giving permission to BCS to contact the utility to review the account information concerning your complaint. If you do not want BCS to have access to your account information, do not file an informal complaint.

If your consumer complaint involves money owed to the utility you must pay all current bills (bills you receive after filing an informal complaint) while BCS investigates your complaint. If you do not pay the current bills, the utility may begin the process to shut off your service for nonpayment.

BCS also records opinions and/or comments that we receive from consumers. You may use this process to advise BCS of a utility matter that falls under the PUC's jurisdiction. BCS generally does not reply directly to the consumer regarding these inquiries.

Please do not file an informal complaint or provide BCS comments regarding the following utilities, since the PUC does not regulate these services:

Rural electric cooperatives,

Most utilities owned and operated by cities, boroughs or townships,

Cable TV companies, or

Cellular or wireless phone companies,

Propane gas, and

Oil companies.

You may file an informal complaint or provide opinions/comments regarding utility matters with the PUC by calling one of the following telephone numbers, writing to us or by using our e-mail complaint form.

Telephone Numbers

|1-800-692-7380 |Payment arrangement requests from customers of gas, electric, water, sewer and steam heat utilities. |

|1-800-782-1110 |Telephone payment arrangement requests. |

| |All other consumer complaints or inquiries from customers of electric, gas, water, telephone, sewer and steam |

| |heat utilities. |

|717-787-8497 |All questions or complaints about moving companies, buses, taxis, trucks, limousines or railroad highway |

| |crossings. |

Mailing Address

Pennsylvania Public Utility Commission

Bureau of Consumer Services

P.O. Box 3265

Harrisburg, PA 17105-3265

Public Utility Commission

Informal Complaint Form

You must provide the information for 1, 2, 3, 4, 5, 6 and 8. If you do not provide this information we will not make a record of your informal complaint, opinion or comment.

1. Name and address on the monthly bill or the name of the person applying for service.

Name _____________________________________________________________

Street Address______________________________________________________

__________________________________________________________________

City ________________________________ State/Province __________________

County ___________________ Zip/Postal Code ________ Country ____________

2. Mailing address, if different than billing address.

Street Address ______________________________________________________

__________________________________________________________________

City ________________________________ State/Province __________________

County _____________________ Zip/Postal Code _______ Country ___________

3. Name of person filing the informal complaint or opinion if different than the name on the bill or if not the applicant for service.

___________________________________________________________________

4. Telephone number at your home. Required unless you do not have a telephone. If

the telephone service was turned off by the telephone company provide the number that is turned off. If you do not have a home telephone number then state "no home phone."

Home Phone: _______________________________________________________

5. Daytime telephone number where we can contact you. _______________________

6. Name of your utility company. ___________________________________________

7. Your account number with the utility company. ______________________________

8. Summary of problem or summary of opinion.

9. Approximate date you contacted the company. _____________________________

10. Summary of company response.

11. Your e-mail address. __________________________________________________

12. Sometimes the information we gather while investigating a complaint is useful in a PUC formal case or in a legal action by the PA Attorney General's Office. Do we have your permission to use information we gather during this investigation in a formal or legal action? (circle one)

Yes or No

Please remember to include the required information.

To mail your complaint or opinion, print the form and mail it to:

Bureau of Consumer Services

Pennsylvania Public Utility Commission

P.O. BOX 3265

Harrisburg, PA 17105-3265

................
................

In order to avoid copyright disputes, this page is only a partial summary.

Google Online Preview   Download