PUCO helps Ohio utility consumers save $770,000 through call center assistance

February 7, 2014

COLUMBUS, OHIO (Jan. 16, 2014) – Have you ever had a problem with your utility bill, needed information on utility payment plans or wondered what all the items mean on your utility bill? The Public Utilities Commission of Ohio (PUCO) is here to assist Ohioans with questions and concerns that arise between consumers and utilities regulated by the PUCO.

The PUCO is the only state agency with the authority to enforce rules and address concerns from residential, commercial and industrial regulated utility customers.

In 2013, the PUCO Call Center investigators worked on approximately 13,000 informal cases and saved Ohio utility consumers $670,000. Already in 2014, the PUCO Call Center has saved Ohio utility consumers more than $100,000.

The PUCO Call Center is available from 8 a.m. to 5 p.m., Monday through Friday by calling (800) 686-PUCO (7826). Consumers can also submit their concerns online at

If you have a concern or wish to file a complaint, first contact your utility company and ask to speak with a customer service representative. If you are unsatisfied with the way your concern was handled, you can contact the PUCO to file an informal complaint against the company. To enable the PUCO to serve you better, it is suggested that you have your bill readily available to be able to provide needed information when you call.

Each year, the PUCO Call Center receives hundreds‐of‐thousands of contacts from customers. Many of these customers have a question that a representative can quickly handle. In other instances, issues require a closer examination. At that point, a PUCO investigator is assigned to look into the matter. During that process, the PUCO investigator works on behalf of the customer in conjunction with the utility company to help mediate the situation to reach a resolution.

The PUCO learns a great deal from customers who call in with concerns. This information is used to ensure that utility companies engage in fair and reasonable practices. It also helps the PUCO to formulate rules and regulations.