Step 3: Submit details of your dispute in writing to CAB
The CPUC’s Consumer Affairs Branch (CAB) allows consumers to submit details of their dispute through the U.S. mail and via the CPUC’s website.
After you have contacted your utility (Step 1) and called CAB (Step 2), you may feel there is still more that can be done with regards to your dispute. Writing to CAB may also be at the request of a Consumer Affairs Representative if the details of the dispute are too complex to fully process during a phone call. The following methods are available to submit written details of your dispute:
- By Mail: CPUC Consumer Affairs Branch, 505 Van Ness Ave, San Francisco, CA 94102. If you submit using U.S. mail please include photocopies of your records.
- Online: If you submit online, please attach electronic copies (such as scanned files) of your records.
Please include the following in your written details of your dispute.
- The name that appears on the bill
- Service address (do not include P.O. Box)
- Mailing address, if different than service address (this may be a P.O. Box)
- Account number on the bill
- Telephone contact number where you can be reached during regular business hours (8 a.m. – 5 p.m., Monday – Friday)
- Details of the problem – including your efforts to resolve it with the utility
- Copy of the bill page reflecting the disputed charges
- Copy of contract or terms/conditions being disputed
WHAT YOU CAN EXPECT AFTER SUBMITTING DETAILS OF YOUR DISPUTE IN WRITING
A. If additional information is needed to process your file we will mail you a More Information letter outlining what information CAB needs.
B. If CAB receives adequate information we will assign your file a case number, process the complaint, and transmit it to your utility for investigation and response. In this situation, you will receive a letter of acknowledgement within 10 days, which will include the case file number.
C. Most cases are resolved within 90 days of written filing. A closing letter will be mailed to you explaining the outcome of your complaint.
WHAT TO DO IF YOU ARE NOT SATISFIED WITH THE OUTCOME OF YOUR CASE
Once you receive CAB’s closing letter to you, you may appeal CAB’s decision if you are not satisfied; appeal criteria will be mailed with your closing letter.
WHAT TO DO IF YOU ARE NOT SATISFIED WITH THE APPEAL PROCESS
If your request for an appeal does not meet the appeal criteria, or if the appeal is processed but there is still no resolution, the CPUC has two more options to assist you in resolving your dispute with your utility. These options are increasingly more complex and administered by CPUC Administrative Law Judges.
A. File a Formal Complaint with the CPUC, which will be heard before an Administrative Law Judge.
B. If you wish, you may request Alternative Dispute Resolution, which may provide a fast-track alternative within the Formal Complaint process. This process is similar to the Small Claims court, where attorneys are not involved and there are dollar limits on the complaint.
The Public Advisor’s Office can provide you information regarding the formal complaint process at 1-866-849-8390.
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