How to File a PUCO Complaint: Ohio Electric Dispute Guide

File a PUCO complaint when you cannot resolve electricity issues directly with your utility or competitive supplier.

Common complaint reasons: Unauthorized supplier switches (slamming), misleading marketing practices, billing errors not corrected by the company, service disconnection disputes, deposit or fee disagreements, and failure to honor contract terms.

PUCO handles complaints against: Regulated utilities like AEP Ohio and Duke Energy, plus competitive suppliers operating in Ohio.

Important: Before filing, attempt to resolve issues through the company's customer service, documenting all communications. PUCO expects consumers to contact companies first—they want to see you tried.

Gather the right documentation before starting your PUCO complaint for faster processing.

Required information: Your account number and service address. Copies of relevant bills showing disputed charges or unauthorized changes. Dates and summaries of phone calls with company representatives (include names if you got them). Copies of contracts, enrollment confirmations, or marketing materials. Emails or written correspondence about your issue. If you know specific Ohio laws or PUCO rules you believe were violated, include those too.

Tip: Complete documentation helps PUCO investigators understand and address your complaint quickly. The more organized your paperwork, the faster things move.

The fastest way to file a PUCO complaint is through their online portal at puco.ohio.gov.

Step-by-step process: Navigate to the "File a Complaint" section from the homepage. Create an account or continue as a guest. Select the appropriate company from dropdown menus. Describe your issue clearly—include dates, amounts, and specific problems. Upload supporting documents as PDF or image files. Provide your contact information. Submit and save your confirmation number.

Response time: Online complaints typically receive initial response within 3-5 business days.

Contact PUCO's Call Center to file complaints verbally with a representative.

Phone number: 1-800-686-7826

Hours: Monday through Friday, 8:00 AM to 5:00 PM Eastern

What to prepare before calling: Account information and documentation. A summary of your issue and what you've already tried to resolve it. The name of the company involved.

What happens during the call: The representative enters your complaint into PUCO's system. You'll receive a case number. They can also answer questions about your rights and how the process works.

Best for: Consumers uncomfortable with online forms or those who need guidance on complaint details.

Send written complaints to PUCO at:

Mailing Address:
180 East Broad Street
Columbus, OH 43215-3793

Information to include: Full name, service address, and mailing address (if different). Phone number and email address. Which utility or supplier your complaint addresses. A detailed description with dates, amounts, and sequence of events. Copies of supporting documents (keep the originals). The specific resolution you're seeking—whether that's a billing correction, contract cancellation, or refund.

Processing time: Mail complaints take 7-10 days for initial acknowledgment, longer than online submissions.

PUCO assigns your complaint to an investigator who contacts the company for their response.

Investigation process: The company has 10-15 business days to investigate and respond. Investigators review both sides, applicable rules, and documentation. PUCO then contacts you with findings and proposed resolution.

If the company violated rules, PUCO can order: Refunds, contract cancellation, or billing adjustments.

Timeline: Complex cases may take 30-60 days for full resolution.

Important: PUCO tracks complaint patterns against companies and may initiate broader enforcement actions if systematic problems emerge. You'll receive written notification when your complaint closes and what the outcomes were.

Request escalation if you're unsatisfied with initial complaint resolution.

Escalation options: Ask for supervisory review within PUCO's Service Monitoring and Enforcement Department. You can also request a formal complaint proceeding—legal-style hearings with formal evidence presentation.

Additional resource - Ohio Consumers' Counsel (OCC): Phone: 1-877-742-5622. They provide free advocacy assistance in utility disputes, represent residential customer interests before PUCO, and can intervene in significant cases.

Tip: Document all ongoing issues if problems continue after PUCO involvement. Patterns strengthen future complaints and regulatory action.

Maximize complaint effectiveness with strategic preparation and communication.

Do: Be specific about what happened, when, and how it violated your expectations. State clearly what resolution you're seeking (refund, correction, contract termination). Remain factual—avoid emotional language. Respond promptly to PUCO requests for additional information. Keep records organized by date. Follow up if you haven't heard from PUCO within expected timeframes.

Understand: PUCO enforces rules but cannot create new rights beyond existing regulations. Realistic expectations based on applicable rules improve satisfaction with outcomes. Know what they can and can't do before you file.