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Consumers who have a complaint with their utility company should first contact the utility company directly to see if the issue can be resolved. Many utility companies offer programs and payment assistance plans to help you pay your bill.
If you feel that you are being unfairly treated, you may turn to the New Jersey Board of Public Utilities (BPU), a regulatory authority with a statutory mandate to ensure safe, adequate, and proper utility services at reasonable rates for customers in New Jersey. BPU regulates critical services such as natural gas, electricity, water, and telecommunications and cable television; addresses issues of consumer protection, energy reform, deregulation of energy and telecommunications services and the restructuring of utility rates to encourage energy conservation and competitive pricing in the industry; and is responsible for monitoring utility service and responding to consumer complaints.
Its Division of Customer Assistance handles verbal and written disputes, interviews and information inquiries. Customers may contact the Division with complaints regarding service delays, lack of service, appliance repairs, discontinuance of service, payment arrangements, high bills, deposit requests, and incurred rates/high rates. Emergency assistance is also available for gas leaks, fallen wires and water main breaks.
Toll Free Number for Utility Complaints: 800.624.0241 (9:00 a.m. to 4:00 p.m.)
Out of State Callers: 609.341.9188
Office of Clean Energy: 866.NJSMART (657.6278)
Cable Complaint: 800.624.0331
The following utility Customer's Bill of Rights is a synopsis of the most frequently cited sections of the New Jersey Administrative Code Title 14, Chapter 3. The Utility Customer's Bill of Rights is not meant to replace the regulations contained in N.J.A.C. 14:3 but is intended to give the utility customer a concise plain language guide to the regulations. Any application of the Utility Customer's Bill of Rights must be consistent with the regulations as contained in N.J.A.C. 14:3.
Be a smart consumer, know your rights
Customers may contact the Division with complaints regarding service related matters, appliance repairs, discontinuance of service, payment arrangements, high bills, deposit requests, and incurred utility or high rates. Emergency assistance is available for gas leaks, fallen wires and water main breaks. In addition to maintaining local (609-341-9188) and toll free (800-624-0241) telephone numbers, the Division utilizes an Electronic Data Interchange System, which enables major utilities to receive complaints instantaneously over high-speed data lines.
The Division of Customer Assistance reviews online complaints daily.
Please direct your written complaints to:
New Jersey Board of Public Utilities
Division of Customer Assistance
44 South Clinton Avenue (9th Floor)
PO Box 350
Trenton, NJ 08625-0350
Under the Board's Rules of Practice, N.J.A.C. 14:1-1, et seq., you may file a petition which is a request for a formal hearing. For complete directions, click here.