California Public Utilities Commission Dispute Resolution

The California Public Utilities Commission (CPUC) Complaint Department helps consumers resolve complaints and disputes with regulated utility companies.

The Consumer Affairs Branch provides a neutral process for consumers who have been unable to resolve a problem directly with their utility provider. It reviews complaints, helps communicate concerns to utility companies, and assists consumers in finding possible solutions. 

The Consumer Affairs Branch does not replace the utility’s own customer service process or formal legal procedures. Instead, it provides assistance when consumers need additional support resolving issues with regulated utilities. 

In this OmbuDesk Directory entry, you can find information about the California Public Utilities Complaint Department and how to contact them.

What is the purpose of the California Public Utilities Complaint Department?

The Consumer Affairs Branch helps consumers address problems with utility companies regulated by the CPUC.

The Branch provides assistance with complaints involving utility services, billing issues, and other consumer concerns. Before contacting the CPUC, consumers are encouraged to first give their utility provider an opportunity to resolve the issue directly. 

Who can ask for help?

Any consumer with a complaint or concern regarding a CPUC-regulated utility may contact the Consumer Affairs Branch.

This includes customers of regulated utility providers, including:

• Energy providers.

• Water providers.

• Telephone providers.

• California LifeLine program participants.

What kinds of problems can you bring?

You can contact the Consumer Affairs Branch about concerns involving:

• Utility billing problems.

• Service issues.

• Problems that were not resolved by the utility provider.

• California LifeLine issues.

• Disputes with regulated utility companies.

• Public safety concerns related to regulated utilities. 

What does the California Public Utilities Commission Complaint Department do?

The Consumer Affairs Branch can:

• Review consumer complaints against regulated utilities.

• Provide information about consumer rights and available options.

• Help consumers communicate with utility providers.

• Assist in resolving disputes between consumers and utilities.

• Submit eligible complaints to utilities for response.

• Provide information about further complaint options, including formal complaint procedures. 

What doesn’t the California Public Utilities Commission Complaint Department?

The Consumer Affairs Branch does not:

• Replace a utility provider’s customer service process.

• Act as a legal representative for consumers.

• Guarantee a specific outcome.

• Handle matters outside the authority of the CPUC.

• Replace formal complaint or legal procedures.

If an informal complaint process does not resolve an issue, consumers may have the option to file a formal complaint with the CPUC. Through the formal complaint process, the CPUC may order a utility to take corrective action in certain cases.

Jurisdiction, Authority, and Limits

The Consumer Affairs Branch can assist with complaints involving utilities under CPUC authority.

The Branch cannot:

• Change laws or regulations.

• Overturn decisions made by other legal or administrative bodies.

• Award damages for personal injury, property damage, emotional distress, lost wages, or lost profits.

• Force a utility to resolve issues outside the authority granted to the CPUC. 

How can you contact the California Public Utilities Commission Complaint Department?

You can contact the Consumer Affairs Branch through:

Telephone: 1-800-649-7570

Email: consumer-affairs@cpuc.ca.gov

Mail:

California Public Utilities Commission
Consumer Affairs Branch
505 Van Ness Avenue
San Francisco, CA 94102-3298