Consumer Services

Toll-free 866-380-9816 or 919-733-9277

Complaints about municipal utility systems, broadband and internet providers, cable or satellite television providers, wireless phone providers, or propane providers can be addressed to the NC Attorney General's Office by dialing 1-877-5-NO-SCAM (1-877-566-7226) or 919-716-6000

Complaints about electric membership corporations or telephone membership corporations should be addressed to the Rural Electrification Authority at 919-814-4696.

How We Can Help Utility Consumers

We can investigate your complaints against utility companies ...

and then we help you to resolve them.

Complaints may involve payment arrangements, billing disputes, deposits, service quality, unauthorized changes in communication services (such as "slamming), unauthorized charges for communications services (called "cramming"), and more.

If you are being threatened with disconnection, we can help with that too.

We cannot assist with ...

We don't have any jurisdiction over municipal utility systems, broadband and internet providers, cable or satellite television providers, or wireless phone providers or propane. Complaints about them can be addressed to the NC Attorney General's Office, or by dialing 1-877-5-NO-SCAM (1-877-566-7226) or 919-716-6000

We also do not have jurisdiction over electric membership corporations or telephone membership corporations. These complaints should be addressed to the Rural Electrification Authority at 919-814-4696

Low Income Energy Assistance Program (LIEAP)

Low Income Energy Assistance Program (LIEAP) sign-ups open December 1

LIEAP is a federally funded program that provides for a one-time vendor payment to help eligible households pay their heating bills.

Households including a person aged 60 or older or disabled persons receiving services through the NC Division of Aging and Adult Services are eligible to sign up for assistance from

Dec. 1 – 31. All other households may apply from Jan. 1 – March 31 or until funds are exhausted.

Households that meet the following criteria may be eligible:

  • Have at least one U.S. citizen or non-citizen who meets the eligibility criteria.
  • Meet an income test.
  • Have reserves at or below $2,250.
  • Be responsible for its heating costs.

For more information, click here: https://www.ncdhhs.gov/assistance/low-income-services/low-income-energy-assistance

 

LIEAP is administered by the North Carolina Department of Health and Human Services (NCDHHS) and is not associated with the Public Staff or the Utilities Commission.  If you have questions concerning LIEAP, please contact your local social services agency or the NC Division of Social Services.

NOTE: The Public Staff cannot provide financial assistance to pay a utility bill.

The North Carolina Department of Health and Human Services (NCDHHS) has limited funds to assist qualified consumers with paying their heating bills during the winter through the Low Income Energy Assistance Program (LIEAP). For more information, click here: https://www.ncdhhs.gov/assistance/low-income-services/low-income-energy-assistance

 

Contact Us with Utility Company Complaints

Before You Call or Submit a Form

  • You must attempt to resolve the problem directly with the utility
  • You must be the account holder or legal representative. 
  • Have your billing statement and other relevant documents handy
  • When calling, arrange to be available for 2-3 hours after you call,
    (although it may not take that long for us to contact you).

Frequently Asked Questions about Complaints

Call Before You Dig (Mark Utility Lines)

811 or 1-800-632-4949

For Service Outage

Call or visit their website.

Progress Energy: 1-800-419-6356

Duke Energy:1-800-POWER-ON or 919-769-3766

Dominion (NCP): 1-866-DOM-HELP or 919-366-4357

For Rate Case information

Please refer to the North Carolina Utilities Commission website and search for docket information.