The Consumer Affairs Branch (CAB) of the California Public Utilities Commission (CPUC) has played a significant role in assisting utility customers across the state. In 2024, CAB helped more than 43,500 customers and facilitated over $5 million in refunds.
Greg Harris, a Consumer Affairs Representative at CPUC, is among the team members who handle calls from customers dealing with unresolved billing and service issues. “I try to provide callers accurate, reliable, and compassionate support,” Harris said. “I work to build trust so that every person feels heard.”
CAB’s 52-person team addresses problems with privately owned utilities regulated by CPUC. These include companies supplying electricity, natural gas, water, and telecommunications services. The branch also supports consumers using California LifeLine, which offers discounted phone services for eligible 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.”
Team members like Donnie Burks focus on listening as the first step toward resolving complaints. “You can hear without listening and that just creates more frustration,” Burks said. “We listen to really help.” Harris noted that while some calls can be challenging due to customer frustration or anger, taking breaks helps manage stress.
Common complaints involve high rates, billing disputes, outages or disruptions in service, and delayed orders or missed appointments. CAB staff may collaborate with other CPUC specialists or contact utility companies directly to resolve these issues.
Harris recounted helping an elderly woman facing late fees after her husband passed away by working with the company’s credit department to find a solution. Other resolved cases included returning a customer to paper billing for telecommunications services, correcting overcharges on bills, fixing faulty energy meters, and securing substantial refunds for small businesses.
“CAB serves as a mediator,” said Keya Ulmer, Supervisor for the CAB written team who assigns an average of 70 cases daily. “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.”
CAB provides multilingual assistance through its language line and manages 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 offer support via community-based organizations tailored for limited English proficient consumers.
Customers can reach CAB by calling 1-800-649-7570 or submitting complaints online or by mail at CPUC Consumer Affairs Branch, 505 Van Ness Ave., San Francisco CA 94102-3298.
Quarterly reports issued by CAB keep stakeholders informed about ongoing efforts to assist utility customers throughout California.
