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Informal Complaints

When an informal complaint is filed through the Bureau of Consumer Services (BCS), a BCS investigator works to facilitate discussion between the parties to resolve the complaint. This process is much less time-consuming than the formal complaint process and usually results in a faster resolution to the case. Informal complaints against utilities are confidential and not available for public inspection.

Due to the volume of informal complaints that the PUC is currently receiving, it may take 3 to 5 business days to respond to your complaint.

If your complaint is TERMINATION related, consider contacting BCS by phone at 1-800-692-7380 rather than filing an informal complaint online.

Review the guidelines below, then complete the online informal complaint form.

Note: If you have an open informal case, you can submit additional documentation  to support your claim using the separate Existing Case Supporting Documentation form.

What to Know Before You File

Did you call the utility company about this complaint?

The PUC only accepts complaints from customers who have first contacted the utility about their complaint to give them a chance to resolve the issue. We may close your informal complaint if you have not first contacted your utility about this matter.

Are you the utility customer?

Informal complaints should be filed by the utility customer or applicant, the person applying for service. If you are not the customer or applicant, please explain why you are acting on behalf of the customer or applicant (i.e. power of attorney, legal guardian, tenant, etc.).

Do you have a protection from abuse (PFA) order?

If you have a PFA or other court order which provides clear evidence of domestic violence, your account may be eligible for special protections.  Please provide this information with the summary of your problem so that we may confirm your PFA or court order. When you submit the informal complaint form, you will have an opportunity to upload a copy of your PFA or court order.

You are giving the PUC permission to access your account.

By filing an informal complaint, you give the PUC permission to contact the utility to review the account information relevant to your complaint. If you do not want the PUC to have access to your utility account information, please do not file an informal complaint.

You must still pay your utility bills.

If you owe money to the utility and an informal complaint is opened, you must pay all current bills while we investigate your complaint. If you do not pay the current bills for usage each month after filing the informal complaint, the utility may shut off your service.

The PUC may establish payment arrangements.

The PUC is authorized to establish payment arrangements between you and the utility for the amount you owe. The law requires specific payback periods based upon income level and limits the number of payment arrangements that the PUC may establish on an account.

Do you have documentation to support your claim?

If you have documentation to support your claim, you will have an opportunity to upload files while submitting the informal complaint form. You may also mail documentation to the address noted below.

PA Public Utility Commission
Bureau of Consumer Services
400 North Street, Keystone Building
Harrisburg, PA 17120

Note: If you have an open informal case, you can submit additional documentation  to support your claim using the separate Existing Case Supporting Documentation form.

Required Fields

Customer Information

Utility Customer or Applicant Name

Submitter Name

(If person filling out the form is different than the account holder.)

Service Address

-

Mailing Address

-

Contact Numbers

If your telephone service was turned off by the telephone company, provide the number that was turned off.

Email Address

There may be a delay in processing your complaint if a phone number or valid email address is not entered.

Please note: The regulations require that we must first allow the company the opportunity to address your concerns. Submitting this form without contacting the company may result in you being asked to contact the company first.

Utility Information

* Please provide the total gross income for all adults in the household. Gross income is the household’s income before taxes and other deductions. Adults are persons 18 and over. Do not include income of a child under age 18.

* Please provide your household size. Adults are persons 18 years and older.

Summary Information

2000 character(s) remaining.

500 character(s) remaining.

500 character(s) remaining.

We may not be able to open a complaint for you without your permission to contact the utility.

File by Mail

You may also file an informal complaint by mail.

PA Public Utility Commission
Bureau of Consumer Services
400 North Street, Keystone Building
Harrisburg, PA 17120

File by Phone

You may also file informal complaints by phone. If your complaint is TERMINATION related, this is the recommended option.

1-800-692-7380

Need More Help?

If you can't find what you're looking for here, please contact the PA Public Utility Commission. Call us at 1-800-692-7380 or contact us online.

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