Do You Have A Utility Dispute?
Frequently Asked
Questions about how
the Public Service
Commission can help you with
utility problems
Which utilities does the Public Service
Commission (PSC) regulate?
The PSC regulates gas, electric, telephone, steam
heating, for-profit water and sewer companies, and certain taxicabs
and common carriers, such as buses, that transport passengers only
within Maryland. The PSC does not regulate public
transportation owned or operated by the Mass Transit Administration
(MTA).
Whom should I contact if I have a dispute
with a utility?
You must first contact the utility company to
try to resolve the problem. The utility is required by law to
investigate your inquiry and provide you with an oral or written
response.
You should keep a record of the names, telephone
numbers, and dates of all conversations you have with the utility's
representatives. If you are unable to resolve your dispute
initially, it may be helpful for you to speak with a supervisor.
What if I disagree with the utility's
response?
If you are dissatisfied with the utility's
determination, you may submit your dispute online
or in writing to the PSC within 7 days of receiving the
utility's final answer. If you have received a turn-off notice,
you should call the PSC at: (410) 767-8028 or (800) 492-0474.
The PSC may require you to follow-up in writing.
What information should I
provide?
The PSC will send you an easy-to-complete
questionnaire form, or you may send us a letter or E-mail. Our
telephone numbers and addresses are on the back of this
brochure.
When sending us a letter or E-mail, you must provide
your name, mailing address, service address (if different),
telephone number, the utility company, and your account number. You
must explain your dispute in detail and describe the efforts you
have made to resolve your dispute directly with the utility. You
should also explain why you disagree with the utility's final
determination and state how you want the matter resolved. You must
attach copies of all relevant supporting documents (bills, letters,
leases, canceled checks, etc.).
Who should file the dispute?
The dispute should be filed by one of the persons
whose name appears on the utility account or bill. The PSC
may accept a dispute filed by a relative or friend of the
account holder under certain circumstances (that is, if the account
holder is ill) provided we are able to verify that person's
authority to act on behalf of the account holder. The PSC may refuse
to accept a dispute filed by a person who is not the customer of
record or does not have proper authority to act on behalf of the
customer of record.
Am I required to pay my bill if I have a
dispute?
You are required to pay the "undisputed" portion of
your bill while the matter is under investigation by the utility or
the PSC. In other words, if you used the utility's services, but
dispute some of the charges, you must pay for the services that you
do not dispute. You must continue to pay for services that you use
while your dispute is under investigation.
For example, if you feel that you were overcharged
for a metered service (such as gas or electric) on your January
bill, you still must pay your December and February bills and any
other undisputed bills. Or, if you dispute certain long distance
telephone charges, you must still pay for your local phone service
and any long distance charges that are not in dispute.
Can the utility disconnect my service if I
file a dispute?
Even if you have filed a dispute, a
utility may disconnect your service for the following reasons:
- you fail to pay the undisputed portion of the bill
- a hazardous condition exists on the property
- you have tampered with the utility's equipment
- you obtained service without authorization
- your use of equipment adversely effects the utility's
equipment or service to other customers.
What happens after I file a
dispute?
Your dispute will be assigned to a Utility Affairs
Specialist (UAS), who will provide you with a written acknowledgment
of receipt. You will be given a case number, which should be
referred to whenever communicating with us about your dispute.
The UAS will obtain information from the utility and
may request additional information from you. In certain situations,
the UAS may ask the utility's representative to contact you directly
to expedite the process. If your dispute involves a technical
question, it may be referred to our technical staff. Depending upon
the nature and complexity of your dispute, it may take up to 8
weeks to complete our investigation.
As part of its investigation, the UAS will review
all information, then consider the applicable statutes, regulations
and tariffs to arrive at a determination regarding your dispute. For
all written complaints, both you and the utility will be given a
written summary of the UAS' findings and conclusions concerning the
appropriate resolution to your dispute.
Do I have a right to appeal the initial
determination?
You or the utility may request further review of the
UAS' determination by submitting a written request to the Assistant
Manager of External Relations within ten (10) days of receiving the
UAS' final written summary. A request for further review must
include the following:
- An explanation of the need for further
review. The action or relief requested.
- New or additional documentation or
information.
The Assistant Manager will review the file and may
investigate further or schedule an informal conference to mediate or
resolve the dispute. Either party may then appeal the
Assistant Manager's disposition directly to the Commission within
ten (10) days.
Can you help me pay my utility bill?
The PSC does not provide financial
assistance, but we may contact the utility to mediate payment
arrangements or request an extension when appropriate. Low-income
utility customers should contact the Maryland Energy Assistance
Program (MEAP) office at (800) 352-1446 and/or the Fuel Fund of
Central Maryland at (410) 547-7157 for help with heating bills. In
addition, your local utility may refer you to local charities that
can provide assistance.
How do I obtain more information?
Requests for general information about the PSC or a
regulated utility should be sent by U.S. mail, fax or E-mail to the
PSC's Office of External Relations. Briefly describe the type of
information you are seeking, and provide your name, mailing address
and a daytime telephone number.
Copies of official documents (such as PSC Orders,
case file materials, utility tariffs, etc.) are obtained online
or by calling the PSC Docket Room at (410) 767-8080. You will be
required to pay for copying and postage in advance for tariff
filings and documents from case files. You may also call or write
the PSC's Office of External Relations to obtain free copies of our
other brochures:
Have a
Question?? Maryland Public Service Commission Office of
External Relations William D. Schaefer Tower 6 St. Paul
Street, 12th Floor Baltimore, MD 21202 Voice:(410) 767-8028 or
(800) 492-0474 Fax: (410) 333-6844
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