File a Complaint About Your Utility Service or Ask a Question
The Minnesota Public Utilities Commission's Consumer Affairs Office (CAO) helps resolve disputes between customers and utility companies. You can call the Consumer Affairs Office at 651.296.0406 or 800.657.3782 or email at consumer.puc@state.mn.us.
Filing a Complaint
A complaint is a statement describing a problem with your utility service or customer service, or that the utility has done something wrong. You can make a complaint at any time about anything that the PUC regulates.
The Consumer Affairs Office assists consumers with resolving disputes involving their regulated utility service. Our team will work with you and your utility to determine the issues and facts to resolve problems. If you are unsure about filing a complaint, contact us. Please follow the steps outlined below.
Next Steps:
1. If you are comfortable, contact your utility provider: We recommend that you give your utility provider a chance to resolve your complaint by contacting their customer service department. Contact information is provided on your utility bill or the utility website.
2. Contact us: If your utility provider cannot resolve your complaint, or if you are dissatisfied with the resolution, we are available to help. It is helpful to provide this information.
o Your name, address, telephone number, email address.
o The name of the utility company.
o The service address or location of the complaint. If the complaint location is a business, the name of the business.
o A description of the issue and steps you have taken to fix the problem.
o Any documentation or information on times, dates and/or who you spoke with at the utility office.
o A copy of your bill or other information
3. File a complaint: Use the online form below or printable Consumer Complaint Form. Please send printed forms via email to consumer.puc@state.mn.us, fax to 651-297-7073, or U.S. Mail at Minnesota Public Utilities Commission, 121 7th Place East, Suite 350, St. Paul, MN 55101. You can fill out the online Consumer Complaint/Inquiry Form below. Click submit to send it to the CAO directly.
4. What Happens Next: The CAO staff will review your complaint and contact you to discuss it. If your complaint is related to matters regulated by the Commission, we will investigate your complaint. CAO staff will work with you and the utility to resolve the issue. If your complaint is a matter outside of Commission authority, we may refer you to the Office of the Attorney General or another authority. Most complaints are resolved within a few weeks. Cold Weather Rule season is Oct. 1 to April 30. If you receive a disconnect notice and need assistance working with the utility company, contact the CAO right away. We can help to ensure your service stays on or is reconnected.
Click here to see a guide on How to File a Complaint.
Appealing a Complaint Resolution
If you are not satisfied with the resolution of your complaint by the Consumer Affairs Office, you may file an appeal. Appeals are governed by Minnesota Statutes, section 216B.172 (enacted in 2023; please see Minnesota Laws 2023, Chapter 60, Article 12, Section 18 for full text). Appeal forms can be accessed below. If you need assistance, contact the Consumer Affairs Office, consumer.puc@state.mn.us or call 651-296-0406.
More details are available here, including instructions for filing an appeal.