Filing a case with the PSC is simple. Filing a complaint with the Public Service Commission is easy. You can take one of two routes. The simplest is the informal complaint. We receive thousands of these complaints yearly. We have an astonishing record of solving 97 percent of these within 30 days.
If you have a problem with a utility, our first suggestion is to contact the company and try to resolve the situation. If you can’t, then call our utility complaints number at (1 800) 642-8544. We have multiple specialists – not artificial intelligence – who will discuss your problem and take details. Those specialists will contact the utility to work out a resolution satisfactory to you both.
If that is unsuccessful, you then may choose to file a formal complaint. This is a more complex process. You access our website at www.psc.state.wv.us. On the right-hand side of the screen, under “other areas of interest,” is a section called “assistance for consumers/file a complaint.” Clicking on that will take you through a series of prompts to find a listing of the “formal complaint procedure.” Under this, you will be able to download a copy of “PSC Form 1.” This simple, two-page form collects basic information, asks which utility is involved, and seeks details of your allegations.
We require this form be witnessed by a notary public. Please do not overlook this request when you are filing. If a computer intimidates you, call our executive secretary’s office for a form at (304) 340-0300, or request one in writing by addressing a letter to the PSC executive secretary’s office, PO Box 812, Charleston, WV, 25323.
When we get your complaint, we send it to the utility and give the company 10 days to respond. Once that is done, we offer you an opportunity at mediation. If that is declined by either party, then the formal process continues. Depending on the scope of the complaint, the case could take some time to a hearing before an administrative law judge or the Commission itself. If an ALJ takes the case, then that judge will render a recommended decision that the Commission can accept or reject. If the Commission hears your case, then the three commissioners, acting as judges, will take testimony and will render a decision.
While the formal process is longer, it is there if that’s the way you choose. If you feel you have been wronged, we encourage you to file a complaint using the route that makes you most comfortable.
