CPUC's Consumer Affairs Branch Turns Utility Complaints Into Solutions

Greg Harris gets up every morning knowing he can make a positive difference in someone’s day.

That’s a big feat considering he spends his workdays on the phone with frustrated and sometimes angry utility customers. Harris, a Consumer Affairs Representative for the California Public Utilities Commission (CPUC), helps customers with billing and service issues they haven’t been able to resolve directly with their utility.

He is part of the CPUC’s 52-person Consumer Affairs Branch (CAB) that helped over 43,500 customers and refunded over $5 million to customers in 2024 alone.

“I try to provide callers accurate, reliable, and compassionate support,” Harris said. “I work to build trust so that every person feels heard.”

A Voice for Consumers

A few of CAB's dedicated team members.

CAB assists customers who are experiencing problems with privately owned California utilities regulated by the CPUC — including companies that provide electricity, natural gas, water, and telecommunications services. The team also supports consumers with issues related to California LifeLine, a program offering discounted home and cell phone services to qualifying households.

“Our consumer representatives are hard-working, dedicated civil servants who wake up every morning to help people,” said Clover Sellden, CAB’s Program Manager. “They know that the most vulnerable populations in our state need assistance and need a voice. Our Representatives give them that voice.”

Listening First, Then Solving
CAB Representative Donnie Burks starts with empathy. He said his goal is to change how callers are feeling about an issue by first trying to de-escalate the emotion from the issue, then listening to understand the complaint, clarifying any misinformation, and then working with the customer on possible options moving forward. “You can hear without listening and that just creates more frustration,” Burks said. “We listen to really help.”

Harris admitted that some callers can be challenging. “It’s important to breathe and just do the best you can,” he said. “Afterwards, it’s good to step away for a few minutes. We take a high volume of calls and sometimes you just need a break.”

From Frustration to Resolution
Many of the complaints from customers involve higher rates, billing issues, outages or service disruptions, and delayed orders or missed appointments. Depending on the issue, CAB Representatives may work with CPUC staff specialists or, most likely, directly with the company to find resolution.

Harris recently assisted an elderly woman whose husband had passed away. She had missed several months of electricity payments, and the late fees were adding up. He worked directly with the company’s credit department to find a workable solution for her. “I wanted her to know she wasn’t alone and that we could figure this out,” he said.

Over the past year, CAB Representatives have resolved countless cases, including helping a telecommunications customer return to paper billing, correcting overcharges, fixing a malfunctioning energy meter, and even securing a $100,000 refund for a small business.

Real Impact, Every Day
“CAB serves as a mediator,” said Keya Ulmer, Supervisor for the CAB written team who assigns an average of 70 cases to her team on any given morning. “We have a huge impact for consumers. We have an escalated connection with the utilities and we have the ability to resolve issues before they become more costly.”

Whether it’s explaining a confusing bill, correcting a company error, or helping a customer recover funds, the CAB team’s work has tangible results that improve lives across California.

How to Reach CAB
CAB utilizes a language line to assist customers in multiple languages. Customers can contact the Consumer Affairs Branch by:

• Calling 1-800-649-7570
• Submitting a complaint online
• Sending a complaint by U.S. Mail to CPUC Consumer Affairs Branch, 505 Van Ness Ave., San Francisco, CA  94102-3298 

TEAM and CHANGES

CAB also runs the Telecommunications Education and Assistance in Multiple-Languages (TEAM) and Community Help and Awareness of Natural Gas and Electric Services (CHANGES) programs.

These programs provide services to Limited English Proficient consumers through community-based organizations and offer assistance in a customer’s preferred language and with cultural sensitivity.

Stay Connected
Stay current on CAB’s actions to help customers through reports CAB issues quarterly.

By Jody Holzworth, Deputy Executive Director, External Affairs Division