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Do You Have A Utility Dispute?Frequently Asked
Questions
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:
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:
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:
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6 St. Paul Street, 16th Floor, Baltimore, MD 21202
Toll Free: 800-492-0474 Email: mpsc@psc.state.md.us
© Copyright 2005 by the Maryland Public Service Commission