By rssfeeds-admin 
The state’s Public Utility Commission oversees 7,000 entities providing utilities — this includes electricity, natural gas, telecommunications, water and waste services. It offers two courses of action when customers have a problem with a utility.
Informal Complaint
Common informal complaints are residential billing issues, service quality and payment arrangement requests.
The PUC recommends filing an informal complaint as a first step. It’s a shorter, less complicated and confidential process.
Customers must have already contacted their provider before making an informal complaint.
Filing an informal complaint triggers a PUC Bureau of Consumer Services investigator to facilitate discussion between all parties to resolve the complaint.
After receiving the complaint, it may take three to five days for the PUC to respond.
PUC encourages any customers with complaints regarding a shut off or termination to contact BCS at 1-800-692-7380 rather than filing online.
Formal Complaint
Common formal complaints are rate protests.
The formal complaint process is an actual legal proceeding and may take up to six months to resolve.
Like an informal complaint, customers must contact their provider before filing a formal complaint. All formal complaints are publicly available online.
During the process, the customer and the utility provider present facts on the issues raised in the complaint before a PUC administrative law judge. Individuals do not need a lawyer to file a complaint.
Customers must present evidence that meets the burden of proof during the hearing.
Utilities Not Covered
Not all utilities fall under PUC’s purview.
| Service | Contact |
| Rural electric cooperatives | PA Rural Electric Association |
| Utilities owned and operated by cities, boroughs or townships that operate wholly within their limits | Contact the service provider |
| Cable TV companies | Contact the governing body on the cable bill or the FCC |
| Cellular or wireless phone companies | FCC |
| Bottled propane gas companies | Office of PA Attorney General or Bureau of Consumer Protection |
| Oil companies | Office of PA Attorney General or Bureau of Consumer Protection |
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