Complaint process
Complaint Process
Required Information When Filing a Complaint
Response to Your Complaint
Public Service Commission Complaint
Division of Public Utilities
Rea Petersen
801-530-6652, 801-530-7622 or 800-874-0904
If you have a complaint againt a PSC regulated utility company you should first try to resolve the problem directly with the company by calling the phone number listed on your utility bill. If you have tried to resolve the problem with the company and are not satisfied with the results you can file a complaint with the Division of Public Utilities. There are three options for filing a complaint.
- File a written complaint with the Division of Public Utilities. This can be done by mailing a simple letter with the needed information to the Division. If you choose to file a written complaint please be sure your complaint is complete and legible. Incomplete or illegible complaints will be returned. Please state your complaint in simple, straightforward, non-technical language. Decide what you want to accomplish in complaining. Do you just want to vent your frustration about high rates? Do you want your telephone fixed? Do you want to make sure you're being charged the proper rate? Be specific in stating your complaint. The Division's address is:
Utah Division of Public Utilities
P.O. Box 146751
Salt Lake City, UT 84114-6751 - Contact the Division of Public Utilities during regular business hours at 801-530-6652 or 800-874-0904.
- Online Complaint Submission Form
- View a list of Information required to file a complaint
The Division of Public Utilities will investigate and attempt to mediate a consumer complaint. You will receive a response from either the utility company or the Division of Public Utilities usually within five working days of the day the complaint is received by the Division. However, some responses can take up to thirty days. If you are unsatisfied with the result from the Division of Public Utilities, the Division will provide you with a form that will be used to file your complaint with the Public Service Commission.
Required Information When Filing a Complaint (all methods)
- Complainant name (This must be the customer name listed on the utility account.)
- Complainant's complete address
- Utility account number
- Home phone number
- Work phone number
- Daytime message phone number
- The name of the utility with which you have the complaint.
- What did the utility do which you (the Complainant) think is illegal, unjust, or improper? Include exact dates, times, locations and persons involved, as closely as you can.
- Why do you (the Complainant) think these activities are illegal, unjust or improper?
- What relief do you (the Complainant) request?
- A statement saying whether you permit (or allow) the commission to give access to any private information contained in the complaint you file or other documents to the public or any person who requests access to them.
- Signature of Complainant and the date signed.
You will receive a response from either the utility company or the Division of Public Utilities usually within five working days of the day the complaint is received by the Division. However, some responses can take up to thirty days.
If your unsatisfied with the result from the Division of Public Utilities, the Division will provide you with a form that will be used to file your complaint with the Public Serivce Commission.
Public Service Commission Complaint
Complaints filed with the Public Service Commission are the last resort in the complaint process. The Commission will not permit a customer to file a complaint unless it seems un-likely that Division of Public Utilities mediation will be successful or has failed.
The Utility will be notified that your complaint has been filed with the Commission and will likely send a response to you and the Commission. You will have an opportunity to reply to the utility's reponse. The Commission will set a schedule for the proceedings on your complaint and you will be informed of how you can participate in those proceedings.
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Questions should be directed to Julie Orchard at the Public Service Commission, telephone 530-6716.