Filing a Complaint Against a Regulated Utility Company
As a customer, you have certain rights pertaining to your utility services. If you have questions pertaining to your bill or the services you receive, call your service provider for more information. If you are not satisfied with their response, you can file a complaint with the Public Utilities Commission (PUC)
The complaint process with the PUC consists of two options: informal and formal complaints.
Here’s an overview of each process:
1. Informal Complaint: After trying to resolve an issue directly with a public utility, you may wish to file an informal complaint with the Public Utilities Commission. This process allows you to describe your complaint and any remedial action desired. View the instructions for filing an informal complaint on the PUC website here.
Visit the PUC eFiling (eService) website at https://hpuc.my.site.com/cdms/s/consumers/complaints/informal-complaint-form
Please note that you’ll need to provide relevant details about the issue and attach any supporting documentation.
2. Formal Complaint: If your informal complaint is not resolved to your satisfaction and you wish to file a formal complaint, your pleading must be filed in accordance with the formal complaint filing procedures set forth in HAR § 6-61-67. Note: your filing will be subject to a $30.00 filing fee. View the instructions and procedures for submitting a formal complaint on the PUC website here.
Follow the instructions to file a formal complaint, providing a clear and comprehensive explanation of the problem, accompanied by all relevant documentation.
For more information visit the PUC FAQs page and find the “What is a Formal Complaint?“. For assistance with pursuing a Formal Complaint, please contact the Division of Consumer Advocacy’s Office to help ensure that the minimum requirements under the PUC’s Administrative Rules, including § 16-601-67 and § 16 601-15 to § 16-601-21, are met.
Division of Consumer Advocacy
Department of Commerce and Consumer Affairs
King Kalakaua Building
335 Merchant Street, Rm. 326
Honolulu, HI 96813
E-mail Address: [email protected]
Phone: (808) 586-2800
Fax Number: (808) 586-2780
We hope that by following these steps and submitting a complaint, you will be able to find a satisfactory resolution to the electrical issues in your home. If you have any further questions or need assistance during the process, please don’t hesitate to reach out.
*If you chose to file a complaint with the PUC, please also send a copy to us (the Division of Consumer Advocacy) at [email protected].