Consumer Advocacy – Public Utilities (DCA)

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. 

Per the PUC website, when an informal complaint is filed, “The Consumer Affairs and Compliance Section assists consumers with resolving disputes involving their regulated utility providers. Our team will work with you to determine the facts of each case and reach out to the utilities on your behalf to attempt to resolve any problems.”

      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.

On the PUC eFiling website https://hpuc.my.site.com/cdms/s/, select “Submit a filing.” then locate “Formal complaint”

Follow the instructions to file a formal complaint, providing a clear and comprehensive explanation of the problem, accompanied by all relevant documentation. 

The PUC will initiate an investigation into your case and may hold hearings to determine whether your requested relief is merited based on the facts presented at hearing. 

 Requirements are that Formal Complaints shall: 

(1) Be in writing;  

(2) Comply with sections 16-601-15 to 16-601-21;  

(3) State the full name and address of each complainant and of each respondent; 

(4) Set forth fully and clearly the specific act complained of in ordinary and concise language; and  

(5) Advise the respondent and the commission completely of the facts constituting the grounds of the complaint, the injury complained of, and the exact relief desired. 

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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].