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Press Release

PUC Releases New Guide to Consumer Complaint Process

Published on 6/29/2015

Filed under: Electric Gas Water and Wastewater Telecommunications Transportation and Safety

HARRISBURG – The Pennsylvania Public Utility Commission (PUC) today released a new Consumer Complaint Procedures Guide, designed to educate consumers about the Commission’s complaint process. An additional quick reference sheet, “Know the PUC Complaint Process and Your Options,” also offers handy instructions about how to file a complaint with the PUC.

“These resources are intended to address common questions that are encountered when filing a complaint against a utility,” said PUC Chairman Gladys M. Brown. “For example, it is important for consumers to understand that they should first contact their utility if they are experiencing a problem. This is one of the most common areas of confusion that we see when consumers reach out to our Bureau of Consumer Services (BCS) to file a complaint.”

The consumer guide and quick reference sheet are available on the PUC’s website. They detail the differences between filing an informal versus a formal complaint; provide an explanation of the complaint filing process; and include information on how to find important forms online.

From January through June, the BCS has received approximately 45,000 consumer inquiries, and, of those, approximately 30,000 cases have become informal complaint investigations. The Commission has received 1,122 formal complaints since January.

The Pennsylvania Public Utility Commission balances the needs of consumers and utilities; ensures safe and reliable utility service at reasonable rates; protects the public interest; educates consumers to make independent and informed utility choices; furthers economic development; and fosters new technologies and competitive markets in an environmentally sound manner.

For recent news releases and video of select Commission proceedings or more information about the PUC, visit our website at Follow the PUC on Twitter – @PA_PUC for all things utility.  “Like” Pennsylvania Public Utility Commission on Facebook for easy access to information on utility issues. 

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