PUCO Consumer Protection: Ohio Electricity Rights Guide 2026

The Public Utilities Commission of Ohio (PUCO) is the state agency responsible for regulating utility services in Ohio. They cover electricity, natural gas, and telecommunications.

All the major Ohio utilities fall under PUCO's authority - AEP Ohio, Duke Energy Ohio, AES Ohio, and FirstEnergy's Ohio companies.

So what does PUCO do? They certify all competitive electricity suppliers, approve utility rates, and enforce consumer protection rules. Importantly, they operate independently from utilities and suppliers, so they're not in anyone's pocket.

If you need to reach them, call 1-800-686-PUCO (that's 1-800-686-7826), visit their office at 180 East Broad Street in Columbus, or go to PUCO.ohio.gov.

The Office of the Ohio Consumers' Counsel (OCC) is a separate state agency that represents residential utility consumers. Here's the key difference: PUCO regulates utilities, while OCC advocates specifically for consumers' interests. They're on your side.

OCC has been representing Ohio's 4 million residential electricity customers since 1976. They oppose utility rate increases, push for stronger consumer protections, provide educational resources, monitor utility practices, and testify in regulatory proceedings.

You might have heard of their "Block the Knock" campaign, which warns consumers about aggressive door-to-door energy marketers. Good advice - those door knockers aren't always looking out for you.

You can reach OCC at 1-877-742-5622 or visit occ.ohio.gov.

Together, PUCO and OCC form Ohio's consumer protection framework for electricity. One regulates, one advocates. Both can help when things go wrong.

Ohio consumers can file complaints with PUCO when they experience problems with utilities or electricity suppliers. PUCO accepts complaints about billing errors, service quality issues, slamming (unauthorized supplier switches), cramming (unauthorized charges), and marketing violations.

You've got several ways to file. Go online to PUCO.ohio.gov and find the complaint form under "Contact Us." Call them at 1-800-686-7826. Fax to 614-752-8351. Or send mail to PUCO, Attn: IAD, 180 East Broad Street, Columbus, OH 43215.

When you file, include your account number, utility name, supplier name if applicable, and a detailed description of what happened. The more specifics you provide, the easier it is for them to help.

PUCO's Investigation and Audit Division reviews complaints, and most get resolved within 30 days. They take this stuff seriously.

Slamming is when a company switches your electricity supplier without your authorization. It's illegal in Ohio under PUCO regulations, and it happens more often than you'd think.

If you've been slammed, here's what to do. Contact the unauthorized supplier immediately. Call PUCO at 1-800-686-7826. Document everything - the date you noticed the switch, any communications with the company, and copies of bills showing the unauthorized supplier.

Under Ohio law, you have real protection here. You must be returned to your previous supplier without penalty. All switching fees must be waived. Any early termination fees from your original contract must be waived. And you shouldn't pay higher rates than what your original supplier charged for the period you were slammed.

PUCO will investigate and take enforcement action against companies that slam customers. These complaints matter - they build the case for larger enforcement actions.

Cramming is when unauthorized charges show up on your utility bill for services you never ordered. It's sneaky by design.

These charges are often small amounts meant to escape notice. Watch for vague labels like "energy services," "protection plans," or "premium features." If you didn't sign up for something, it shouldn't be on your bill.

If you find unauthorized charges, contact the company listed for those charges and request immediate removal. Notify your utility company. File a complaint with PUCO. Keep copies of the bills showing the charges as evidence.

Ohio law prohibits cramming, and PUCO requires all charges to be clearly explained. You cannot be required to pay for services you didn't authorize. The Ohio Attorney General's office also handles cramming complaints if you want to escalate.

Prevention tip: review your electric bill every month. Most people just look at the total. That's how crammers get away with it.

Before choosing an electricity supplier in Ohio, verify they're certified by PUCO. This matters more than you might think.

Only PUCO-certified CRES providers (Competitive Retail Electric Service) can legally sell electricity to Ohio consumers. Working with a certified supplier means you have regulatory recourse if problems arise. Without certification, you're on your own.

There are several ways to verify. Visit PUCO.ohio.gov and use their Certified Supplier search tool. Check the Apples to Apples comparison chart, which only lists certified suppliers. Or use ElectricRates.org, which shows only PUCO-certified suppliers, automatically calculates savings versus the Price to Compare, and lets you enroll in about 2 minutes.

PUCO certification requires suppliers to meet financial stability requirements, maintain customer service standards, and follow marketing rules. It's not just a rubber stamp - there are real requirements.

PUCO regulations govern how electricity suppliers can market to Ohio consumers. Knowing these rules helps you spot violations.

Door-to-door salespeople must identify themselves and their company immediately. They must provide written materials explaining the offer. They cannot make false claims about savings or rates. And per Ohio Administrative Code 4901:1-21-06, they must leave your property immediately when asked. Tell them to leave and they have to go.

Telephone marketers cannot call numbers on the Do Not Call Registry, and they must honor requests to stop calling.

Contracts must clearly state the price per kWh, contract length, cancellation fees, and whether rates are fixed or variable. If any of that is unclear or missing, that's a red flag.

Ohio law provides a 7-day cancellation period. You can cancel without penalty if you change your mind. If a salesperson tells you otherwise, they're lying.

To report violations, contact PUCO with details about the company, the representative's name if you got it, and what happened.

PUCO actively enforces consumer protection rules through fines and penalties. This isn't just a paper tiger.

In November 2025, PUCO ordered FirstEnergy's Ohio utilities to pay $250 million. The affected companies - Cleveland Electric Illuminating Company, Ohio Edison, and Toledo Edison - had used customer-collected funds to subsidize unregulated affiliates between 2017 and 2019. This came after years of investigation into the House Bill 6 corruption scandal. That's real money for real misconduct.

Regular enforcement actions cover marketing violations, billing errors, and customer service failures. The big cases get the headlines, but PUCO acts on smaller violations too.

Here's why this matters: PUCO has real authority to hold companies accountable. And your complaints help. They contribute to PUCO's enforcement efforts by documenting misconduct. One complaint might not trigger an investigation, but a pattern of complaints will.

Check PUCO's website for announcements about enforcement actions against companies you're considering. It's useful due diligence.

Ohio law provides real protections against electricity shutoffs. If you're behind on bills, know your rights.

Utilities must give you written notice at least 14 days before disconnecting for non-payment. That's not optional - it's the law.

There are also times when utilities can't disconnect at all. They can't shut off power on Fridays, weekends, or holidays. And they can't disconnect when forecast temperatures drop below 32°F. Cold weather protections are serious in Ohio.

The Winter Reconnect Order runs from November 1 through April 15. During this period, you can prevent disconnection by paying a reconnection fee and agreeing to a payment plan. It's not a free pass, but it keeps the lights on while you work things out.

Medical certificates can also delay disconnection when someone in your household has a serious medical condition. Talk to your utility about the documentation required.

For ongoing financial hardship, PIPP Plus (Percentage of Income Payment Plan) caps your energy payments at a percentage of household income. It's designed for low-income households who need long-term assistance.

Here's an important distinction: these protections apply to delivery service from your utility. If you owe money to a competitive supplier, your utility service continues while that dispute gets resolved. You won't lose power over a supplier billing issue.

If you're facing disconnection, contact your utility's customer service or PUCO immediately. Don't wait until the shutoff date.

PUCO has solid resources for Ohio electricity consumers. Here's what you need to know.

The Apples to Apples tool lets you compare certified supplier offers side by side. It's probably the most useful starting point when shopping for rates. PUCO also publishes fact sheets on consumer rights, complaint forms you can fill out online, and contact information for all Ohio utilities.

To reach PUCO directly, call their toll-free hotline at 1-800-686-7826. They're available Monday through Friday, 8 AM to 5 PM Eastern. You can also submit questions through the Contact Us form at puco.ohio.gov. If you prefer in-person visits, their office is at 180 East Broad Street in Columbus.

Don't forget the Ohio Consumers' Counsel website. It has educational materials and updates on advocacy efforts that affect your wallet.

For actual emergencies like gas leaks or downed power lines, skip PUCO and call your utility directly. Use the emergency number on your bill - that's what it's there for.

These resources exist because you're entitled to fair treatment in Ohio's electricity market. Use them.