PUCO Consumer Protection Your Complete Guide to Ohio Electricity Rights

What is PUCO and What Does It Regulate?

The Public Utilities Commission of Ohio (PUCO) is the state agency responsible for regulating utility services. What PUCO regulates:

Electricity
Natural gas
Telecommunications

Ohio utilities under PUCO:

PUCO's responsibilities:

Certifies all competitive electricity suppliers
Approves utility rates
Enforces consumer protection rules
Operates independently from utilities and suppliers

Contact PUCO:

Phone: 1-800-686-PUCO (7826)
Address: 180 East Broad Street, Columbus
Website: PUCO.ohio.gov

Ohio Consumers Counsel as Your Advocate

The Office of the Ohio Consumers' Counsel (OCC) is a separate state agency that represents residential utility consumers. PUCO vs OCC:

PUCO: Regulates utilities
OCC: Advocates specifically for consumers' interests

What OCC does:

Represents Ohio's 4 million residential electricity customers since 1976
Opposes utility rate increases
Pushes for stronger consumer protections
Provides educational resources
Monitors utility practices
Testifies in regulatory proceedings

"Block the Knock" campaign: OCC warns consumers about aggressive door-to-door energy marketers. Contact OCC:

Phone: 1-877-742-5622
Website: occ.ohio.gov

Together, PUCO and OCC form Ohio's consumer protection framework for electricity.

How to File a Complaint with PUCO

Ohio consumers can file complaints with PUCO when they experience problems with utilities or electricity suppliers. PUCO accepts complaints about:

Billing errors
Service quality issues
Slamming (unauthorized supplier switches)
Cramming (unauthorized charges)
Marketing violations

How to file a complaint:

Online: Visit PUCO.ohio.gov → "Contact Us" → complaint form
Phone: 1-800-686-7826
Fax: 614-752-8351
Mail: PUCO, Attn: IAD, 180 East Broad Street, Columbus, OH 43215

Include in your complaint:

Your account number
Utility name
Supplier name (if applicable)
Detailed description of the problem

Resolution timeline: PUCO's Investigation and Audit Division reviews complaints. Most are resolved within 30 days.

Protection Against Slamming in Ohio

Slamming occurs when a company switches your electricity supplier without your authorization. This practice is illegal in Ohio under PUCO regulations. If you've been slammed, take these steps:

Contact the unauthorized supplier immediately
Contact PUCO at 1-800-686-7826
Document everything:
- Date you noticed the switch
- Communications with the company
- Copies of bills showing unauthorized supplier

Your rights under Ohio law:

You must be returned to your previous supplier without penalty
All switching fees must be waived
Any early termination fees must be waived
You should not pay higher rates than your original supplier's rate for the unauthorized period

PUCO will investigate and take enforcement action against companies that engage in slamming.

Protection Against Cramming in Ohio

Cramming involves placing unauthorized charges on your utility bill for services you never ordered. How to spot cramming:

Often small amounts designed to escape notice
Look for suspicious labels like:
- "Energy services"
- "Protection plans"
- "Premium features"

If you find unauthorized charges:

Contact the company listed for those charges — request immediate removal
Notify your utility company
File a complaint with PUCO
Keep copies of bills showing the charges as evidence

Your rights:

Ohio law prohibits cramming
PUCO requires all charges to be clearly explained
You cannot be required to pay for services you didn't authorize

Additional help: The Ohio Attorney General's office also handles cramming complaints. Prevention tip: Review your electric bill monthly to catch cramming charges early.

Verifying Supplier Certification

Before choosing an electricity supplier in Ohio, verify they are certified by PUCO. Why certification matters:

Only PUCO-certified CRES providers (Competitive Retail Electric Service) can legally sell electricity to Ohio consumers
Ensures you have regulatory recourse if problems arise

How to verify certification:

Visit PUCO.ohio.gov → "Certified Supplier" search tool
Check the Apples to Apples comparison chart (only lists certified suppliers)
Use ElectricRates.org — shows only PUCO-certified suppliers

ElectricRates.org benefits:

Only shows PUCO-certified suppliers
Automatically calculates savings vs. Price to Compare
Enables 2-minute enrollment
Ohio customers save an average of $521*/year

PUCO certification requires suppliers to:

Meet financial stability requirements
Maintain customer service standards
Follow marketing rules

Ohio Electricity Marketing Rules

PUCO regulations govern how electricity suppliers can market to Ohio consumers. Door-to-door salesperson rules:

Must identify themselves and their company immediately
Must provide written materials explaining the offer
Cannot make false claims about savings or rates
Must leave your property immediately when asked (Ohio Administrative Code 4901:1-21-06)

Telephone marketer rules:

Cannot call numbers on the Do Not Call Registry
Must honor requests to stop calling

Contract requirements:

Must clearly state:
- Price per kWh
- Contract length
- Cancellation fees
- Whether rates are fixed or variable

Your protection: Ohio law provides a 7-day cancellation period — you can cancel without penalty. Report violations: Contact PUCO with details about the company, representative, and what occurred.

Recent PUCO Enforcement Actions

PUCO actively enforces consumer protection rules through fines and penalties. Historic enforcement example (November 2025):

PUCO ordered FirstEnergy's Ohio utilities to pay $250 million
Affected companies: Cleveland Electric Illuminating Company, Ohio Edison, Toledo Edison
Violation: Used customer-collected funds to subsidize unregulated affiliates (2017-2019)
Followed years of investigation into the House Bill 6 corruption scandal

Regular enforcement actions:

Marketing violations
Billing errors
Customer service failures

Why this matters:

PUCO has real authority to hold companies accountable
Your complaints help! They contribute to PUCO's enforcement efforts by documenting misconduct

Tip: Check PUCO's website for announcements about enforcement actions against companies you may be considering.

Ohio Utility Shutoff Protections

Ohio law provides significant protections against electricity shutoffs. Required notice: Utilities must provide written notice at least 14 days before disconnecting for non-payment. When utilities CANNOT disconnect:

Fridays, weekends, or holidays
Days with forecast temperatures below 32°F

Winter Reconnect Order (Nov 1 - Apr 15):

Prevents disconnection if you:
- Pay a reconnection fee
- Agree to a payment plan

Medical certificates: Can delay disconnection when household members have serious medical conditions. Low-income assistance:

PIPP Plus (Percentage of Income Payment Plan)
Caps energy payments at a percentage of household income

Important distinction: These protections apply to delivery service. If you owe money to a competitive supplier, your utility service continues while that dispute is resolved. Facing disconnection? Contact your utility's customer service or PUCO immediately.

PUCO Resources and Contact Information

PUCO provides multiple resources for Ohio electricity consumers. PUCO resources:

Apples to Apples: Compare certified supplier offers
Fact sheets: Consumer rights information
Complaint forms: Available online
Utility contact information: All Ohio utilities

Contact PUCO:

Toll-free hotline: 1-800-686-7826
Hours: Monday-Friday, 8 AM - 5 PM Eastern
Online: Contact Us form at puco.ohio.gov
In person: 180 East Broad Street, Columbus

Additional resources:

Ohio Consumers' Counsel: occ.ohio.gov — educational materials and advocacy updates

⚠️ For emergencies (gas leaks, downed power lines): Contact your utility directly using the emergency number on your bill. Taking advantage of these resources helps ensure you receive fair treatment in Ohio's electricity market.

Frequently Asked Questions

How long does PUCO take to resolve complaints?

Most informal complaints are resolved within 30 days. Complex cases may take longer. PUCO contacts the company involved and works toward resolution. You can check complaint status by calling 1-800-686-7826.

Can PUCO help if I signed a bad contract?

PUCO can help if the supplier used deceptive practices or violated marketing rules. Ohio law provides a seven-day cancellation window for new contracts. Contact PUCO immediately to report how you were misled.

What's the difference between PUCO and the Ohio Consumers' Counsel?

PUCO regulates utilities and suppliers, handling individual complaints and setting rates. OCC advocates for all residential consumers as a group, opposing rate increases and pushing for better consumer protections in regulatory proceedings.

Does PUCO regulate my competitive supplier's rates?

No. PUCO certifies suppliers and enforces consumer protection rules, but doesn't set competitive rates. Suppliers set their own prices based on market conditions. PUCO does regulate your utility's delivery charges.

Can I file a PUCO complaint anonymously?

For PUCO to investigate and resolve your complaint, they need your contact information to communicate with you and the company. However, your complaint details are not publicly disclosed without your consent.

What happens if a supplier loses PUCO certification?

If your supplier loses certification, you'll be automatically returned to your utility's Standard Service Offer rate. You'll receive notice of the change and can then choose a different certified supplier if desired.

About the author

Enri Zhulati

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.

Electricity deregulationOhio Energy ChoicePennsylvania Power SwitchMassachusetts competitive suppliersPUCO regulations

Topics covered

PUCO Ohio consumer protection electricity complaints slamming cramming Ohio Consumers Counsel

Sources & References

Public Utilities Commission of Ohio - Consumer Resources (Public Utilities Commission of Ohio): "PUCO provides consumer protection resources, complaint forms, and certified supplier information"Accessed Jan 2025
Office of the Ohio Consumers' Counsel (Ohio Consumers' Counsel): "Ohio Consumers Counsel represents residential utility customers before PUCO and federal regulators"Accessed Jan 2025
Ohio Administrative Code - Electric Supplier Rules (Ohio Legislative Service Commission): "Ohio Administrative Code Chapter 4901:1-21 governs electric supplier marketing practices"Accessed Jan 2025
PUCO Case No. 20-1502-EL-UNC (Public Utilities Commission of Ohio): "PUCO ordered FirstEnergy Ohio utilities to pay $250 million in penalties and customer restitution"Accessed Jan 2025

Last updated: December 10, 2025