How to File a Complaint Against Your Electricity Supplier (2026 Guide)

When your electricity supplier overcharges you, refuses to honor a contract rate, slams you without consent, or engages in deceptive marketing, you have real recourse — and using it matters. State utility commissions in deregulated electricity states have active complaint processes that can result in refunds, ETF waivers, supplier penalties, and in serious cases, license revocations. This guide walks through the complaint process step by step, from documentation through resolution.

Start with the Supplier: Attempt Direct Resolution First

Before escalating to a regulator, attempt to resolve the issue directly with the supplier. This is often the fastest path to resolution, and regulators typically ask whether you’ve already contacted the company before taking a complaint. Call the supplier’s customer service line, document the date and time of the call, the representative’s name (or employee ID), and exactly what was discussed and offered as resolution.

If the call doesn’t resolve the issue, follow up in writing — email is best for creating a documented trail. State clearly: what you believe the error or violation is, what specific remedy you’re requesting (refund amount, ETF waiver, rate correction), and a reasonable deadline (10–14 business days) for response. Keep all correspondence. If the supplier doesn’t respond or responds unsatisfactorily, you’re ready to escalate.

Identify Your State’s Utility Regulator

Each deregulated state has a utility commission that oversees competitive electricity suppliers. These agencies have jurisdiction over both the distribution utility (the wires company) and licensed competitive suppliers. Filing a complaint puts the supplier on record and typically triggers a mandatory investigation and response. Here are the primary regulators by state:

Texas: Public Utility Commission of Texas (PUC) — puc.texas.gov. Also reach the Office of Public Utility Counsel (OPUC) for consumer advocacy at opuc.texas.gov.

Pennsylvania: Pennsylvania Public Utility Commission — puc.pa.gov. File via the online complaint form at puc.pa.gov/filing-resources/forms/complaint-form.

Illinois: Illinois Commerce Commission — icc.illinois.gov. Also available: Illinois Attorney General Consumer Fraud Hotline at 1-800-243-0618.

New York: New York State Department of Public Service — dps.ny.gov. File at dps.ny.gov/complaints or call 1-800-342-3377.

Ohio: Public Utilities Commission of Ohio — puco.ohio.gov. File at puco.ohio.gov/puco/index.cfm/consumer-information/file-an-informal-complaint.

New Jersey: New Jersey Board of Public Utilities — njbpu.com. BPU staff mediators handle customer complaints before formal proceedings.

Connecticut: Connecticut Public Utilities Regulatory Authority — portal.ct.gov/PURA. File online or call 1-800-382-4586.

Maryland: Maryland Public Service Commission — psc.state.md.us. File at the PSC’s consumer complaint page or call 1-800-492-0474.

Massachusetts: Massachusetts Department of Public Utilities — mass.gov/orgs/department-of-public-utilities. File at mass.gov/forms/consumer-division-complaint-form.

What to Include in Your Complaint

A complete complaint moves faster and gets better results. Include your full name, service address, and account number with both your utility and the supplier. Attach copies of relevant bills showing the disputed charges, your original supply contract showing the agreed rate and terms, and any written correspondence with the supplier. Describe the issue factually and specifically: what rate you were promised, what rate appeared on your bill, how much you were overcharged, and what the supplier said when you contacted them. State clearly the remedy you’re seeking: a specific dollar refund, ETF waiver, rate correction, or reversal of an unauthorized switch.

Regulators handle complaints faster when they’re specific and supported by documentation. A complaint that says “my bill is too high” without contract evidence is harder to act on than a complaint that says “my 12-month fixed contract at 8.9 cents/kWh was changed to a variable rate plan in month 7 without my consent; I am requesting reimbursement of $87.40 in overcharges and cancellation of the $150 ETF.”

The Informal Complaint Process

Most state utility commissions offer an informal complaint process as the first step. Commission staff contacts the supplier on your behalf, requests a response, and facilitates a resolution. This process typically resolves within 30–60 days and results in a written determination. If the commission finds in your favor, the supplier is required to provide the remedies you requested — refund, ETF waiver, rate correction, or enrollment reversal.

Informal complaints are confidential between you and the commission — they’re not public record. If the informal process doesn’t resolve the issue to your satisfaction, you can escalate to a formal complaint, which is a quasi-judicial proceeding and becomes part of the public record.

Formal Complaints

Formal complaints are appropriate when the informal process fails, when the violation is severe or systematic, or when the dollar amount at stake justifies the additional process. Formal complaints involve written pleadings, potential discovery, and sometimes evidentiary hearings before a commission administrative law judge. The formal process can take months to years but can result in significant penalties against the supplier beyond your individual remedy, and it builds the regulatory record that eventually leads to license revocations for repeat bad actors.

If you’re pursuing a formal complaint, consider whether consumer protection attorneys in your area handle utility complaints — some work on contingency for larger billing disputes. Also consult your state’s Office of Consumer Counsel (most deregulated states have one) — these are free public advocates who can intervene in formal proceedings on behalf of consumer interests.

FTC and Consumer Financial Protection Bureau

For complaints involving deceptive advertising, slamming, or fraudulent billing practices, also file with the Federal Trade Commission at reportfraud.ftc.gov. The FTC has jurisdiction over deceptive trade practices in interstate commerce and coordinates with state attorneys general. For issues involving credit reporting or collection practices related to disputed electricity charges, the Consumer Financial Protection Bureau at consumerfinance.gov/complaint is the appropriate additional channel.

Your State Attorney General

State attorney general offices have consumer protection divisions that handle complaints about deceptive business practices, including by electricity suppliers. The AG’s office often has broader investigation authority than the utility commission and can pursue class actions, injunctions, and restitution orders that benefit all affected consumers — not just the individual complainant. If your issue resembles a pattern (you’ve found others with the same complaint online, the supplier has significant negative reviews citing the same issue), an AG complaint may trigger a broader investigation.

Documenting Your Case for Best Results

Keep a dedicated folder — digital or physical — for all electricity supplier correspondence. Save every bill, every enrollment confirmation, every marketing piece that made specific claims, every call log, and every email. If you gave verbal consent for a switch that you believe was misrepresented, describe the specific language used by the sales representative to the best of your recollection. The more concrete and documented your complaint, the faster regulators can act and the stronger your position in any restitution proceeding.

FAQ

How long does the complaint process take?

Informal complaints at state utility commissions typically resolve within 30–60 days. The supplier is required to respond within a set window (usually 10–20 business days) and the commission then issues a determination. Formal complaints can take months to years depending on complexity.

Can I get a refund from a complaint?

Yes, refunds are a common outcome when complaints are substantiated. The commission typically orders the supplier to apply a credit to your account or issue a check for the overcharge amount. Interest on overcharges is sometimes included in large or prolonged cases.

Will filing a complaint affect my electricity service?

No. Filing a complaint with a utility commission cannot legally result in your electricity being disconnected or service interrupted. Retaliatory disconnection is itself a regulatory violation. Your distribution utility — the wires company — provides power regardless of any dispute with your competitive supplier.

Should I switch suppliers while a complaint is pending?

You can switch while a complaint is pending, but inform the commission of the switch so they understand the current situation. Switching may resolve some issues (moving you off a bad supplier) while not affecting your right to a refund for past overcharges from the prior supplier.

What if the supplier I’m complaining about goes out of business?

This happens occasionally in deregulated markets. If a supplier becomes insolvent during your complaint, your distribution utility will move you back to default service automatically. For outstanding refund claims, state commissions typically have bond or escrow requirements for licensed suppliers specifically to cover this scenario — the funds may still be recoverable through the commission’s claims process even after a supplier dissolution.

Are there class action lawsuits against electricity suppliers I can join?

Yes. Several deregulated states have seen significant class action litigation against suppliers for variable rate abuses, slamming, and deceptive marketing. If you’ve been harmed by a pattern you believe affects many consumers, search for class action filings in your state related to the specific supplier. Class action attorneys often have intake forms on their websites for consumers who believe they qualify to join existing or pending actions.

Filing a complaint is not just about your individual situation — it’s how regulators identify bad actors and build the enforcement record that protects future consumers. Every documented complaint contributes to the regulatory picture. If your supplier has wronged you, using the system you have is both your right and a contribution to the consumer protection infrastructure in your state’s deregulated market.