How to File a Complaint

If you have a problem with a utility company (like electric, private water, or gas), you can file a complaint with the Public Service Commission (PSC) and their Consumer Affairs Division (PSC/CAD). The PSC regulates utility companies, and the CAD helps people with complaints.

Before you file a complaint: You need to talk to the utility company first to try to fix the problem. If you are note satisfied, then you can contact PSC/CAD.

Examples as to why you may choose to file a complaint

  • You think your bill is wrong, and the utility company won’t check it or says the bill is correct.

  • You have a problem with charges from a utility supplier you didn’t sign up for or think they were dishonest.

  • You believe there is something wrong with your meter.

  • You believe the utility company has violated a consumer protection.

To file a complaint, you have four options

  1. File a complaint online at https://mdpsc.force.com/complaints/

  2. Download a PSC/CAD complaint form and mail it with any supporting documents.

    Maryland Public Service Commission
    Consumer Affairs Division
    6 St. Paul Street, 15th Floor
    Baltimore, MD 21202

     

  3. If you do not have a computer or access to one, call PSC/CAD at 410- 767-8000 or 1-800-492-0474 and ask them to mail you a complaint form. Inform the PSC/CAD representative if you have a shut-off notice or are off-service and ask them to take a complaint by phone. A form will be mailed to you to fill out and return.

  4. You can fax a written complaint with any supporting documents to 410-333-6844.

Tips when filing a complaint

  • Talk to Your Utility First
    Before you file a complaint, make sure you have already talked to your utility company.

  • Be Clear About Your Complaint
    Explain clearly what your complaint is and why you disagree with the utility company’s decision.

  • Write Down What You’ve Done
    List the steps you’ve already taken to fix the problem with the utility. Be specific and include dates, names, and any documents.

  • Get a Written Response
    Make sure you have a written response from the utility about your complaint. Write down who you spoke with, when you spoke to them, and what was said.

  • Utility Service
    While your complaint is being investigated, the utility company cannot shut off your service for a bill amount in dispute. However, you are still responsible for the undisputed portion of bill.

  • You Have the Right to Appeal
    You will get a written decision about your complaint. If you disagree with the decision, you have the right to appeal it. Instructions on how to do this will be in the complaint decision.

  • Go to Court if Needed
    If you don’t agree with the decision at the end of the process, you can file a case in Circuit Court within 30 days.

  • Need Help?
    If you’re having trouble filling out the form, call the Office of People’s Counsel (OPC) at 410-767-8150 or email OPC at OPC@maryland.gov.