Consumer Complaint Investigation and Resolution
The DPS has a process in place to help customers resolve issues with their utility. Customers should first contact their utility to resolve a complaint. If unable to get satisfactory help, the DPS has staff to assist customers by investigating their complaints. To file a complaint with DPS, click here
The DPS complaint process has three levels of investigation:
- Initial Complaints
- Complaints can be filed by internet, telephone, fax, letter or in person at the DPS offices located in Albany, Buffalo, New York City, or Long Island. The DPS Long Island office is responsible for handling PSEG-LI electric complaints.
In an effort to ensure that utilities fulfill their obligation to provide effective service, DPS will first ask the utility to contact the customer and resolve their concerns. If the utility does not contact the customer with its initial acknowledgement, does not provide the customer with its response within two weeks or the matter remains unresolved after the customer has received the response, the customer should contact DPS and staff will investigate the matter and report findings to the customer.
- DPS’s Office of Consumer Services will conduct a full investigation of the complaint and notify the customer in writing or by telephone of the decision, the reasons for the decision and the action the customer may take.
While the complaint is being investigated by DPS staff, the customer must pay the portion of the bill that is not in dispute or service may be terminated.
- Informal Hearing or Review
- If a customer believes the initial decision was wrong, they can request an informal hearing or informal review. The request should be made in writing or by telephone and made within 15 days of the initial decision.
- After the request is reviewed, the customer will receive a letter stating when and where the informal hearing will be held. Although it is not required, the customer and/or a representative of their choice may participate in either the informal hearing or review process. The customer may be asked to bring certain documents to the informal hearing or send them to the informal reviewer.
- If the customer and the utility are unable to settle the complaint, the DPS hearing officer will make a decision on the complaint and notify the customer in writing of the decision.
- Appeal of the Informal Hearing or Review
- If a customer believes the informal hearing officer’s decision was wrong, they can appeal it within 15 days of the decision.
- The written appeal must contend that there was an error by the hearing officer or reviewer that affected the decision or that evidence not previously available would affect the decision.
- PSEG-LI appeals will be decided by the Long Island Power Authority. All other appeals will be decided by PSC.
- PSC or LIPA will notify the customer in writing of their decision.
A copy of our brochure describing the Department's complaint process is available for download here