Steps to File an Informal Complaint/Inquiry
Please read the following instructions carefully to file a complaint or make an inquiry. All submitted entries will be screened for inappropriate language. Entries containing inappropriate content will not be processed.
1) Discuss the Matter with Your Utility
If you have an issue with a utility or transportation company that falls within the realm of the ORS, you should first discuss the matter directly with that utility. The contact number for the utility should be clearly stated on the company’s bill sent to you. Many issues are resolved in this manner and do not require the filing of a complaint with the ORS.
Provide the utility with a detailed description of the problem and all relevant facts. The utility should investigate your issue and let you know the action that it plans to take. If you do not hear from the utility within a reasonable time, or if you are not satisfied with the company’s action, you may contact the ORS for assistance.
2) File Your Complaint with the ORS
You do not need an attorney to file a complaint for a residential service account.
To file a complaint, or make an inquiry, be prepared to provide the following information:
- Your name, mailing address, and telephone number
- The name of the service account, street address, city, and zip code
- The name of the utility
- Facts about your issue or complaint
- The action the utility took on your complaint
- A brief statement of the solution desired
3) Action by the ORS
Upon receipt of your complaint, ORS staff will review it for acceptance. ORS Consumer Services will evaluate your complaint and initiate an investigation with the utility or transportation company for a response. The ORS cannot resolve every complaint to a customer’s satisfaction, but it will act promptly on complaints and make every effort to see that you are treated fairly in a manner consistent with the PSC’s rules and regulations. We will contact you within 30 days after initiating an investigation for response from the company. Many of the complaints received at the ORS are resolved in an informal manner through discussions involving the customer, the company, and ORS Consumer Services staff. However, if these efforts are not satisfactory, ORS Consumer Services staff can provide you with information on how to obtain further review of your complaint.