The California Public Utilities Commission’s (CPUC) Consumer Affairs Branch (CAB) is working to resolve utility complaints for thousands of Californians each year. The 52-person team, which includes representatives like Greg Harris, handles customer concerns about billing and service issues that have not been resolved by utility companies directly.
In 2024, CAB assisted more than 43,500 customers and helped secure over $5 million in refunds. Harris said, “I try to provide callers accurate, reliable, and compassionate support. I work to build trust so that every person feels heard.”
CAB supports customers dealing with privately owned utilities regulated by the CPUC—covering electricity, natural gas, water, and telecommunications services. The branch also helps those using California LifeLine, a program offering discounted phone services to qualifying households.
“Our consumer representatives are hard-working, dedicated civil servants who wake up every morning to help people,” said Clover Sellden, CAB’s Program Manager. “They know that the most vulnerable populations in our state need assistance and need a voice. Our Representatives give them that voice.”
CAB Representative Donnie Burks explained his approach: “You can hear without listening and that just creates more frustration. We listen to really help.” He starts with empathy and works to de-escalate emotional situations before helping resolve the issue.
Many complaints involve high rates, billing errors, outages or missed appointments. CAB representatives often collaborate with CPUC staff specialists or utility companies themselves to find solutions. Harris described one case where he worked with a company’s credit department on behalf of an elderly woman facing late fees after her husband passed away: “I wanted her to know she wasn’t alone and that we could figure this out,” he said.
Other cases handled by CAB include restoring paper billing for a telecommunications customer, correcting overcharges, fixing energy meters, and obtaining significant refunds for small businesses.
“CAB serves as a mediator,” said Keya Ulmer, Supervisor for the CAB written team. “We have a huge impact for consumers. We have an escalated connection with the utilities and we have the ability to resolve issues before they become more costly.”
The branch offers support in multiple languages through its language line and community-based programs such as Telecommunications Education and Assistance in Multiple-Languages (TEAM) and Community Help and Awareness of Natural Gas and Electric Services (CHANGES). These initiatives aim to assist Limited English Proficient consumers with culturally sensitive services.
Customers can reach CAB by calling 1-800-649-7570 or submitting complaints online or via mail at CPUC Consumer Affairs Branch, 505 Van Ness Ave., San Francisco, CA 94102-3298.
Quarterly reports are available for those interested in staying informed about CAB’s efforts across California.
