What a state public utility commission office does
Each state has its own public utility commission (sometimes called a public service commission or utilities board), and it is a separate office from the federal one. The state commission regulates utilities that operate within that state only — your local electric company, water utility, or natural gas provider. It sets the rates those companies can charge, reviews their service quality, and handles complaints from customers.
The state office is where you file a complaint if your utility bill seems wrong, your service was cut off without notice, or you believe you were treated unfairly. It is also where you can find information about rate increases before they take effect, and where you can see what rules explore to your specific utility.
Key Takeaways
- Every state has its own public utility commission office that regulates local utilities and handles customer complaints.
- You can find your state commission by searching "[your state name] public utility commission" or by visiting your state's official government website.
- Each state commission has a different name, structure, and complaint process, so the steps you follow depend on which state you live in.
- Most state commissions have a consumer complaint form you can file online, by mail, or by phone, and they investigate complaints at no cost to you.
- The state commission can order a utility to refund overcharges, restore service, or change its practices, but cannot force a utility to lower rates permanently.
How to locate your state commission office
The fastest way is to search your state's name plus "public utility commission" in a search engine. Most states have an official website with contact information, office locations, and the complaint process listed.
If that does not work, visit your state government's main website (usually state.gov or [statename].gov) and look for a link to regulatory agencies or utilities. Some states call the office a "Public Service Commission," "Utilities Commission," or "Board of Public Utilities" instead, so if the first search does not return results, try those names.
You can also call your state's main information line and ask for the public utility commission. The operator can give you the phone number and address for your state's office.
What information you will need to file a complaint
Before you contact the commission, gather your utility account number, recent bills, and any written communication from the utility (emails, letters, or notices). If your complaint is about a billing error, have the bill that shows the problem and any documentation of what you paid.
If your complaint is about service — such as an outage, disconnection, or poor water quality — write down the dates it happened, what you reported to the utility, and how the utility responded. If you have a recording of a call with the utility or copies of emails, keep those too.
Most state commissions also ask for your name, address, phone number, and email so they can contact you about your complaint. Some ask whether you have already complained to the utility directly and what response you received.
How complaints are filed and investigated
Most state commissions have a complaint form on their website that you can fill out and submit online. Some allow you to file by mail, phone, or email instead. The form usually asks you to describe what happened, when it happened, and what you want the utility to do about it.
Once you file, the commission sends a copy to the utility and asks it to respond within a set number of days — usually 10 to 30 days, depending on the state. The utility must explain its side of the story. The commission then reviews both accounts and decides whether the utility violated any rules or treated you unfairly.
The investigation is free to you. You do not pay the commission to investigate or to file a complaint. The commission is funded by the state and sometimes by fees the utilities themselves pay.
What the commission can and cannot do
The commission can order a utility to refund money if it overcharged you, restore your service if it was cut off improperly, or change how it handles billing or customer service. It can also fine a utility for breaking state rules and can require the utility to improve its practices.
The commission cannot force a utility to lower its rates permanently or to charge you less than other customers pay. Rate changes require a formal rate case, which is a separate process where the utility asks the commission for permission to raise rates and the commission holds hearings to decide whether to allow it.
If you disagree with the commission's decision on your complaint, you can usually appeal to your state's court system, though the process varies by state. Ask the commission what the appeal process is in your state.
Timeline for complaint resolution
Most state commissions aim to resolve complaints within 30 to 60 days, but some take longer depending on how complex the issue is. straightforward billing errors may be resolved faster; complaints about service quality or disconnection practices may take longer because they require more investigation.
The commission will contact you by phone or email to tell you the outcome. Some commissions send a written decision; others give you the result verbally and follow up with a letter. Ask the commission what to expect when you file your complaint.
If the utility does not comply with the commission's order, you can contact the commission again and ask it to enforce the decision. The commission has the power to fine the utility or take other action if it refuses to follow the order.
Differences between state and federal commissions
The federal commission (the Federal Energy Regulatory Commission, or FERC) handles utilities that sell power across state lines and regulates interstate natural gas pipelines. Your state commission handles the local utility that delivers power or gas to your home.
If your complaint is about a local utility's rates or service, file with your state commission. If it is about a power plant or interstate pipeline, you may need to contact FERC instead. The state commission can tell you which agency handles your specific complaint if you are unsure.
State commissions also have different rules, complaint processes, and timelines because each state sets its own utility laws. What works in one state may not work the same way in another.
Frequently Asked Questions
Can I file a complaint if I rent instead of own my home?
Yes. You can file a complaint about the utility service at your rental address even if you do not own the property. The commission will investigate the utility's conduct regardless of who owns the building. If the complaint involves a bill in your landlord's name, you may need to provide proof that you live there and are affected by the problem.
What if the utility says I owe money and threatens to shut off my service?
Contact your state commission when ready. Many states have rules that prevent utilities from disconnecting service while a complaint is being investigated. The commission can also tell you about payment plans or hardship programs the utility offers. Some utilities must offer extended payment terms if you are having financial difficulty.
How long does it take to get a refund if the commission finds the utility overcharged me?
That depends on the state and the utility. Some utilities refund money within 30 days of the commission's order; others take longer. The commission's order will usually specify a important date. If the utility does not refund by that date, contact the commission again and ask it to enforce the order.
Can I file a complaint about my water bill or just electric and gas?
Most state commissions regulate water and sewer utilities the same way they regulate electric and gas. However, some states have a separate office for water utilities. When you search for your state commission, ask whether it handles water complaints or whether you need to contact a different agency.
What if I already complained to the utility and it did nothing?
That is exactly when to file with the state commission. You do not have to wait for the utility to respond or resolve the problem on its own. File your complaint with the commission and mention in the form that you have already contacted the utility and what response you received.