The 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.

The Division of Customer Assistance adjudicates verbal and written customer complaints concerning bill disputes, and information inquiries. 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 (973-648-2350) 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 consists of three areas: the Bureau of Investigations, the Research & Analysis Unit, and the Bureau of Customer Relations.

Customers contact the Bureau of Investigations with complaints regarding telephone and energy slamming, cramming and energy contracts. The Bureau also conducts investigations concerning utilities and Third Party Energy Suppliers, which may be in violation of the Electric Discount Energy Competition Act or BPU Regulations. This Bureau was established as a result of the Federal Communications Commission's (FCC) request for states to take primary responsibility in investigating all alleged slamming complaints in their states; this was further mandated by State Legislation signed into law on January 7, 2002.

The Research & Analysis Unit is responsible for special projects, surveys, analysis of call center activity and complaint data, and complaint trends in utility customer service and performance. This Unit is also responsible for processing formal case matters, preparation of special Board Orders, participation in new rule making and amendments, and review of rate case issues and tariff revisions.

In 2006 the Division of Customer Assistance handled 17,626 verbal and 2,304 written customer complaints. In addition, 111,545 telephone calls and 5,395 e-mails were received from customers requesting assistance and/or general information.

Toll Free Number for Utility Complaints: 1-800-624-0241 (8:30 a.m. to 5:00 p.m.)
Out of State Callers: 1-973-648-2350
BPU Clean Energy Energy: 1-877-786-5278
Cable Complaint Toll Free Number: 1-800-624-0331