What a Public Service Commission Office Does
A Public Service Commission (PSC) is a state agency that regulates utilities — companies that provide electricity, natural gas, water, and telephone service to your home or business. The PSC office in your state sets the rates those utilities can charge, reviews their service quality, and handles complaints from customers who believe they've been treated unfairly or overcharged.
When you contact a PSC office, you're reaching a government body that has the power to investigate utility companies on your behalf. If your electric bill suddenly doubles, your gas service is unreliable, or a utility company won't fix a billing error, the PSC can open a case and compel the company to respond. The PSC does not provide the utility service itself — it oversees the companies that do.
Each state has its own PSC, and some states call it by a different name: Public Utilities Commission, Utilities Commission, or Corporation Commission. The office location, phone number, and filing process vary by state, which is why finding the right office matters before you file a complaint.
Key Takeaways
- Every state has a Public Service Commission office that regulates utility rates and handles customer complaints against electric, gas, water, and phone companies.
- You can file a complaint directly with your state PSC office at no cost, and the agency will investigate on your behalf.
- Each state's PSC has a different name, website, and complaint process, so you must locate your specific state office first.
- Most PSC offices require you to attempt to resolve the issue with the utility company before filing a formal complaint.
- The PSC office address, phone number, and online complaint form are published on your state's official website.
How to Locate Your State's PSC Office
Start by searching "[your state name] Public Service Commission" or "[your state name] Public Utilities Commission" in a search engine. The official state government website will appear in the results. Look for a link to the PSC's main office or a "Contact Us" page.
If you're unsure of your state's exact name for the agency, the National Association of Regulatory Utility Commissioners (NARUC) maintains a directory of every state PSC office with direct links to their websites. You can visit NARUC's site and click on your state to find the correct office name, address, and phone number.
Once you've found your state PSC office website, look for a section labeled "File a Complaint," "Consumer Complaints," or "Report a Problem." This section will explain your state's specific process and may offer an online form you can submit directly.
What Information You'll Need Before Filing
Before you contact the PSC office, gather documents related to your complaint. Have your utility bill available, along with any correspondence between you and the utility company — emails, letters, or notes about phone calls. Write down the date the problem started and what you've already done to try to resolve it.
You'll also need your account number with the utility company, which appears on your bill. The PSC office will use this to pull your account history and verify your complaint. If you're filing about a billing error, bring copies of the bills in question and any documentation showing what you believe the correct charge should be.
Most PSC offices require you to show that you've already contacted the utility company and given them a reasonable chance to fix the problem. Have documentation of those attempts ready — the date you called, the name of the representative you spoke with, or a copy of a letter you sent requesting resolution.
How to File a Complaint With Your PSC Office
Most state PSC offices now accept complaints through an online form on their website. Go to your state PSC's website, find the complaint form, and fill in your account number, the utility company name, a description of the problem, and what resolution you're seeking. Attach or upload copies of relevant bills and correspondence.
If your state PSC does not offer an online form, you can file by mail or phone. Call the office number listed on their website and ask how to file a complaint. They will either take your information over the phone or mail you a paper form to complete and return. Some offices also accept complaints by email — check the website for the correct email address.
When you file, be clear and factual. Describe what happened, when it happened, and what the utility company said when you contacted them. Avoid emotional language; stick to the specific problem and the outcome you want. The PSC investigator will review your complaint and contact the utility company to request their response.
What Happens After You File a Complaint
After you submit a complaint, the PSC office will send you a confirmation with a case or complaint number. Keep this number for your records — you'll use it to check on your case status. The PSC will then contact the utility company and ask them to respond to your complaint within a set timeframe, usually 10 to 30 days depending on your state.
The utility company must provide their account of what happened and explain their position. The PSC will review both your complaint and the company's response. If the PSC believes the utility company violated regulations or treated you unfairly, it can order the company to take action — such as correcting a billing error, refunding overcharges, or improving service.
The entire process typically takes several weeks to a few months. You can check your case status by visiting the PSC website and entering your complaint number, or by calling the office directly. Some PSC offices send updates by mail or email as your case progresses.
When to Contact Your PSC Office
Contact your PSC office if a utility company has overcharged you and won't correct the error, if service is unreliable or frequently interrupted, if the company refuses to address a safety concern, or if you believe the rates being charged violate state regulations. The PSC handles complaints about the utility company's conduct and billing practices, not complaints about your own usage or inability to pay.
If you're having trouble paying your bill, the PSC is not the right office — instead, contact your utility company directly to ask about payment plans or low-income information programs. If you believe a utility company is engaging in fraud or illegal activity, you may also want to contact your state's Attorney General office in addition to filing with the PSC.
The PSC office is most useful when you've already tried to resolve the issue directly with the utility company and gotten nowhere. Filing a complaint with the PSC signals to the utility company that a government agency is now involved, which often prompts faster resolution.
Understanding Your State's Specific PSC Rules
Each state's PSC operates under different state laws and regulations, which means the process, timeline, and types of complaints they handle can vary. Some states' PSCs handle water and sewer complaints; others do not. Some states allow complaints about phone service; others limit their authority to electric and gas only.
When you visit your state PSC website, read the section on what types of complaints they handle and what the filing process is in your state. Some states require you to file within a certain time period after the problem occurs, while others have no important date. Some states charge a small filing fee; most do not.
Your state PSC website will also explain what happens if you disagree with the PSC's decision. In most states, you can request a formal hearing before an administrative judge, or you can appeal the decision to the state courts. These options are explained on the PSC website and in any decision letter you receive.
Frequently Asked Questions
Do I have to try to fix the problem with the utility company before filing with the PSC?
Most states require you to contact the utility company first and give them a reasonable opportunity to resolve the issue. This is usually 30 days or more. When you file your PSC complaint, you'll need to describe what you did to contact the company and what they said. If you haven't attempted to resolve it directly, the PSC may ask you to do so before they open a formal case.
Will filing a complaint with the PSC cost me money?
No. Filing a complaint with your state PSC office is free. There is no filing fee, and you do not need to hire a lawyer. The PSC investigates on your behalf at no cost to you.
Can the utility company shut off my service if I file a complaint?
No. It is illegal for a utility company to disconnect your service as retaliation for filing a complaint with the PSC. If a company threatens to shut off your service because you filed a complaint, report that threat to the PSC office when ready — it is a separate violation.
How long does it take to get a decision from the PSC?
The timeline varies by state and the complexity of your complaint. straightforward billing errors may be resolved in a few weeks; more complex cases can take several months. Your state PSC website will explain the typical timeline, and you can check your case status using your complaint number.
What if I disagree with the PSC's decision?
Most states allow you to request a formal hearing before an administrative judge or to appeal the decision to the state courts. The PSC's decision letter will explain your options and any important date for filing an appeal. Contact your state PSC office if you have questions about how to appeal.