When to File a PUCO Complaint
- 🚨 Unauthorized supplier switches (slamming)
- 🚨 Misleading marketing practices
- 💰 Billing errors not corrected by the company
- ⚡ Service disconnection disputes
- 💵 Deposit or fee disagreements
- 📋 Failure to honor contract terms
- 🏢 Regulated utilities like AEP Ohio and Duke Energy
- 🏪 Competitive suppliers operating in Ohio
Information Needed Before Filing
- 🔢 Account number and service address
- 📄 Copies of relevant bills showing disputed charges or unauthorized changes
- 📞 Dates and summaries of phone calls with company representatives (include names)
- 📋 Copies of contracts, enrollment confirmations, or marketing materials
- 📧 Emails or written correspondence about your issue
- ⚖️ Specific Ohio laws or PUCO rules you believe were violated (if known)
Filing a Complaint Online
- Navigate to the "File a Complaint" section from the homepage
- Create an account or continue as a guest
- Select the appropriate company from dropdown menus
- Describe your issue clearly — include dates, amounts, and specific problems
- Upload supporting documents as PDF or image files
- Provide your contact information
- Submit and save your confirmation number
Filing a Complaint by Phone
- 📋 Account information and documentation
- 📝 Summary of your issue and resolution attempts
- 🏢 Name of the company involved
- ✅ Representative enters your complaint into PUCO's system
- ✅ You receive a case number
- ✅ Can answer questions about your rights and PUCO processes
Filing a Complaint by Mail
- 👤 Full name, service address, mailing address (if different)
- 📞 Phone number and email address
- 🏢 Utility or supplier your complaint addresses
- 📝 Detailed description with dates, amounts, and sequence of events
- 📄 Copies of supporting documents (keep originals)
- ✅ Specific resolution you're seeking (billing correction, contract cancellation, refund)
What Happens After Filing
- 📋 Company has 10-15 business days to investigate and respond
- ⚖️ Investigators review both sides, applicable rules, and documentation
- 📞 PUCO contacts you with findings and proposed resolution
- 💰 Refunds
- 📋 Contract cancellation
- 💵 Billing adjustments
If Your Complaint Isn't Resolved
- 👔 Ask for supervisory review within PUCO's Service Monitoring and Enforcement Department
- ⚖️ Request a formal complaint proceeding (legal-style hearings with formal evidence presentation)
- 📞 Phone: 1-877-742-5622
- 🆓 Free advocacy assistance in utility disputes
- 👥 Represents residential customer interests before PUCO
- ⚖️ Can intervene in significant cases
Tips for Successful Complaint Resolution
- ✅ Be specific about what happened, when, and how it violated your expectations
- ✅ State clearly what resolution you're seeking (refund, correction, contract termination)
- ✅ Remain factual — avoid emotional language
- ✅ Respond promptly to PUCO requests for additional information
- ✅ Keep records organized by date
- ✅ Follow up if you haven't heard from PUCO within expected timeframes
- ⚖️ PUCO enforces rules but cannot create new rights beyond existing regulations
- 📊 Realistic expectations based on applicable rules improve satisfaction with outcomes
Frequently Asked Questions
How long does a PUCO complaint take to resolve?
Simple complaints often resolve within 2-3 weeks after filing. Complex cases involving investigation, disputed facts, or significant amounts may take 30-60 days. Formal complaint proceedings for major disputes can extend several months. PUCO provides case status updates and estimated timelines during the process.
Does filing a PUCO complaint cost anything?
No, filing complaints with PUCO is completely free for Ohio consumers. There are no fees for online, phone, or mail submissions. You may incur costs only if you choose to hire an attorney for formal proceedings, which is optional and rarely necessary for residential complaints.
Can PUCO force a company to give me a refund?
Yes, if PUCO determines a company violated rules or overcharged you, they can order refunds, credits, or billing adjustments. PUCO has enforcement authority over both regulated utilities and competitive suppliers operating in Ohio. Companies that fail to comply face penalties and potential loss of certification to operate.
Should I continue paying bills while my complaint is pending?
Generally, yes. Continue paying undisputed portions of your bills to avoid service disconnection or collection actions. You may withhold disputed amounts while noting the dispute, but confirm with PUCO whether your specific situation warrants payment suspension. Service disconnection rules have specific protections during active disputes.
Can I file a PUCO complaint against any electricity company?
PUCO has jurisdiction over Ohio regulated utilities (AEP Ohio, Duke Energy Ohio, AES Ohio, FirstEnergy utilities) and competitive suppliers certified to operate in Ohio. PUCO cannot address complaints against companies operating illegally without certification or matters outside utility regulation. Check supplier certification status on PUCO's website if uncertain.
About the author
Consumer Advocate
Enri has spent years helping Texans navigate the deregulated electricity market at ComparePower. He knows what confuses people about energy shopping and what actually helps them save. At ElectricRates.org, he brings that same expertise to Ohio, Pennsylvania, and Massachusetts.
Topics covered
Sources & References
- PUCO - File a Complaint (Public Utilities Commission of Ohio): "PUCO provides official complaint filing processes and consumer protection guidance"Accessed Jan 2025
- Ohio Consumers' Counsel (Office of the Ohio Consumers' Counsel): "Ohio Consumers' Counsel provides free advocacy for residential utility customers"Accessed Jan 2025
Last updated: December 10, 2025
