How to File a Complaint
Having a Utility Service Problem?
If your small business is dealing with ongoing issues with electric, gas, or telephone service—or you’ve tried working with your provider and still can’t get the problem resolved—you can file a complaint with the California Public Utilities Commission (CPUC).
The CPUC accepts and investigates a wide range of complaints, including issues related to:
- Electric and gas service (outages, quality of service, safety concerns, billing disputes)
- Local telephone service
- Unauthorized charges or changes (often called “slamming” and “cramming”)
- Billing, marketing, and customer service practices
Why filing a complaint matters
How to file a CPUC complaint
Below are three simple steps to file a complaint and help inform SBUA’s advocacy on behalf of small business ratepayers. Please read all steps before clicking the official CPUC form. When you click the link, you will be redirected to the CPUC’s complaint page.
Important note: SBUA does not process or decide complaints. The CPUC is the agency that receives and handles complaints.
Three easy steps to file a CPUC complaint
Start with your utility
Before you file a CPUC complaint, contact your utility’s customer service and ask them to fix the problem. Many issues can be resolved faster this way.
Helpful tip: Write down the date you called, who you spoke with, and any confirmation or case number.
Gather a few basics
If the utility can’t fix the issue—or you’re not satisfied with the outcome—get these items ready before you start the CPUC form:
- Your account number (if you have one handy)
- The service address
- Copies/photos of bills, notices, emails, or screenshots
- A short summary of what happened (including dates and amounts, if relevant)
- What you want the utility to do to make it right
Keeping it short and specific usually helps.
File the complaint online
Submitting your complaint through the CPUC’s online form is usually the fastest option.
Important: If the form asks whether you were referred by a Community-Based Organization (CBO), select Small Business Utility Advocates (SBUA) (if listed). This helps SBUA track common problems small businesses are facing and advocate for better customer protections.
How SBUA uses this information:
When customers choose SBUA as the referring organization (or share their experience with us), it helps us identify trends and advocate for improved customer protections, fair practices, and better service quality for small businesses.