The California Public Utilities Commission (CPUC) regulates privately owned California utilities, such as those that provide energy, water, and telecommunications services. California laws specify which utilities and which services are regulated. If you have a question or a complaint with a regulated utility, the CPUC has several ways to assist.
What CAB Does
The CPUC’s Consumer Affairs Branch (CAB) helps consumers understand utility bills and service as well as helps consumers resolve disputes with their energy, water, and telecommunications utilities.
CAB has a simple process to assist consumers with utility issues and disputes. This process provides an impartial assessment of the dispute between the customer and the utility. Many consumer disputes are resolved through the CAB dispute resolution process.
This process does not involve judicial review by the CPUC, so it is quicker and easier than filing a more formalized complaint with the CPUC.
What to Do if You Have a Question or a Dispute About a Regulated Utility
There are three easy, progressive steps you can take. Be sure to click on the links to get more detailed information associated with each step.
3-STEP DISPUTE RESOLUTION PROCESS
1. Contact your utility (see your bill for utility contact information):
- Before contacting CAB, please first give your utility an opportunity to resolve your dispute by calling the utility’s customer service department. The utility will usually resolve your dispute, but if you are dissatisfied with the resolution, you may move on to step 2 and contact CAB.
- More information on this step
2. Call CAB to get help if you cannot resolve your dispute with your utility:
3. Submit written details of your dispute to CAB in one of two ways:
*** If your service is scheduled for immediate disconnection please contact CAB at 1-800-649-7570 (Monday – Friday 8:30 a.m. – 4:30 p.m.). ***
CAB Cannot Help In All Situations Because Some Services and Fees Are Not Regulated by the CPUC
The CPUC regulates privately owned California utilities, such as those that provide energy, water, and telecommunications services. However, if your utility is operated by a government entity, for example the Los Angeles Department of Water and Power (DWP) or the Sacramento Municipal Utility Department (SMUD), CAB cannot assist you. Also, certain services that utilities provide are regulated by the Federal Government or local governments. The following is a partial list of entities, services, or charges that CAB cannot assist you with:
- Municipalities
- Federal surcharges or taxes
- City or county taxes
- Cell phone or cable TV rates
- Telephone equipment
- Interstate and international long distance calling (except slamming)
- Yellow page directory advertising
- Propane providers
Resources that can offer assistance with these areas
Data Available from CAB
Other Helpful Links
- CPUC Programs to Assist Customers with Reduced Rates
- How to participate in CPUC formal processes, including formal complaints that are subject to judicial review
- Federal Communications Commission
- California Attorney General
- California Department of Consumer Affairs
CAB Contact Information
- Telephone: 1-800-649-7570 (Monday – Friday 8:30 a.m. – 4:30 p.m.)
- U.S. mail: CPUC Consumer Affairs Branch, 505 Van Ness Ave., San Francisco, CA 94102