I've never filed a PUC complaint before and I'm nervous about it. What's the process like? How formal is it? Do I need an attorney?
PUC complaint process — what to expect
Most states have a two-stage process. The informal complaint is easy — you fill out a form online or send a letter describing the dispute. No attorney needed. PUC staff contacts the utility and tries to mediate. Takes 2-4 weeks. Most disputes resolve here. The formal complaint is more involved — it's essentially a mini-court proceeding with filed documents, possible hearings, and a PUC decision. You CAN represent yourself but an attorney helps for formal complaints. In 15 years of auditing I've filed maybe 30 informal complaints and only 2 formal ones. The informal process works almost every time.
Jim W. described it well. The informal complaint is your bread-and-butter escalation tool. Don't be afraid of it — it's designed to be accessible without an attorney. The key to a successful informal complaint: be specific. State the account number, the error, the tariff provision being violated, the dollar amount in dispute, and what resolution you're seeking. Attach your documentation. The more complete your filing, the faster the PUC staff can act. Vague complaints like "the bill seems too high" go nowhere. Specific complaints like "the utility is charging Rate GS-1 when the tariff criteria indicate Rate GS-3 is applicable per Section 4.2" get results.
That's much less intimidating than I expected. Going to file my first informal complaint with the Tennessee PUC next week. Having the step-by-step really helps. Thanks Gary and Randy.