Informal Complaints
When an informal complaint is filed through the PUC's 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. While formal cases are public, informal complaints against utilities are confidential and not available for public inspection or accessible on the PUC website.
Formal Complaints vs. Informal Complaints
Formal complaints against utilities are not confidential; they are posted on the PUC website and are subjected to public inspection. Formal cases are generally processed through the Office of Administrative Law Judge and are presided by an administrative law judge for adjudication.
Informal complaints are confidential and not available for public inspection.
First Steps
The PUC's Bureau of Consumer Services (BCS) recommends filing an informal complaint as a first step, before taking matters before an administrative law judge for adjudication. It's a shorter, less complicated process. Find out how the informal complaint process works and what to expect.
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 related to a SHUT-OFF or TERMINATION, 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 Existing Case Supporting Documentation form.
What to Know Before You File
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.
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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