Consumer Electric Natural Gas Telecom Water

Consumer Contacts – Where do I go?

The New Hampshire Public Utilities Commission (PUC) regulates public utilities as defined in RSA 362:2. Typically, these are investor-owned electric, telephone, natural gas, and non-municipal water utilities.  The Consumer Affairs Division of the PUC (CAD) is structured to assist customers of regulated utilities with complaints or inquiries about utilities’ rates and services. Among other responsibilities, the PUC Consumer Affairs Division mediates disputes between individual customers and their regulated utility and assists customers with negotiating payment plans for outstanding balances owed to a utility.

A customer of a regulated public utility should always direct a complaint or inquiry about their utility service to the public utility first.  If the customer is not satisfied with the utility’s response, the customer may then direct their complaint or inquiry to the CAD.

To file a complaint against a public utility online, click the following link - http://www.puc.nh.gov/ConsumerAffairsForms/complaintfrm.aspx

Public Utilities Commission, Consumer Affairs Division
Telephone: (603) 271-2431 or 800-852-3793 or
                800-735-2964 (TDD Access-Relay NH)
Fax: (603) 271-3878
Address: 21 South Fruit Street, Suite 10, Concord, N.H. 03301-2429
Website: www.puc.nh.gov
E-mail: puc@puc.nh.gov

Cable Television Service – If a consumer has a complaint or inquiry about cable television services, the consumer should first contact the provider of those services. If the consumer is not satisfied with the company’s response, the consumer may contact the Federal Communications Commission (FCC) or the local franchising authority to seek assistance with the complaint or inquiry.  .  A franchising authority is the local municipal, county or other government organization that permits cable television providers to serve the geographic region governed by the franchising authority.    The name of the franchising authority may be on the front or back of your cable bill.  If this information is not on your bill, contact your cable company or your local town or city hall.   The FCC’s contact information is provided below (see “Contact Information” section) and the following link to the FCC’s website provides additional information concerning cable television regulation, http://www.fcc.gov/guides/cable-television-where-file-complaints-regarding-cable-service.  The Consumer Protection and Antitrust Bureau of the Attorney General’s Office may also be a resource to cable television customers who believe they are the victim of unlawful or unfair and deceptive practices by the cable television provider.

Heating Oil/Propane – If a consumer has a complaint or inquiry about heating oil or propane services, the consumer should first contact the provider of those services. If the consumer is not satisfied with the provider’s response, the consumer may direct complaints or inquiries to the New Hampshire Department of Agriculture, Division of Weights and Measures, which may investigate certain issues including whether the amount of heating oil/propane delivered corresponds to the amount charged for and whether the prices posted correspond to the prices charged. However, it is the Attorney General’s Office, Consumer Protection and Antitrust Bureau that handles complaints related to unlawful or unfair and deceptive practices and/or services. See below for contact information.

Internet Services – If a consumer has a complaint or inquiry about internet services, the consumer should first contact the provider of those services. If the consumer is not satisfied with the provider’s response, the consumer may direct their complaint or inquiry to the Attorney General’s Consumer Protection and Antitrust Bureau. The PUC’s Consumer Affairs Department may also be able to assist consumers with this type of complaint if the provider is willing. However, internet is an unregulated service. Even if your internet service is provided by an affiliate of a regulated telephone company, the PUC has no jurisdiction over the internet service. See below for contact information.

Long Distance Telephone Service: If a consumer has a complaint or inquiry about long distance telephone services, the consumer should first contact the provider of those services. If the consumer is not satisfied with the provider’s response, the consumer may direct their complaint or inquiry to the Federal Trade Commission if fraud is involved or the Federal Communications Commission. See below for contact information.

Prepaid Phone Calling Cards: If a consumer has a complaint or inquiry about prepaid phone calling services, the consumer should first contact the provider of those services. If the consumer is not satisfied with the provider’s response, the consumer may direct their complaint or inquiry to the Federal Communications Commission and/or the Federal Trade Commission if there is fraud involved. The Attorney General’s Office, Consumer Protection and Antitrust Bureau handles complaints related to unlawful or unfair and deceptive practices and/or services from NH based businesses as well. See below for contact information.

Prepaid Wireless Phones:  If a consumer has a complaint or inquiry about prepaid wireless phones, the consumer should first contact the provider. If the consumer is not satisfied with the provider’s response, the consumer may direct their complaint or inquiry to the Federal Communications Commission and/or the Federal Trade Commission if there is fraud involved. The Attorney General’s Office, Consumer Protection and Antitrust Bureau handles complaints related to unlawful or unfair and deceptive practices and/or services from NH based businesses as well. See below for contact information.

Un-Solicited Telemarketing Calls– If a consumer has a complaint or inquiry about an unsolicited telemarketing call, the consumer should first request of the telemarketer to be placed on their do-not-call list. The consumer may also register on a national do-not-call list by calling 1-888-382-1222 (voice) or 1-866-290-4236 (TTY). If the unsolicited telemarketing calls continue despite these efforts, the consumer may direct complaints or inquiries to the Federal Communications Commission. The Attorney General’s Consumer Protection and Antitrust Bureau may also assist if the company is a NH business.  See below for contact information.

Wireless telephone services – If a consumer has a complaint or inquiry about wireless telephone services, the consumer should first contact the provider of those services. If the consumer is not satisfied with the provider’s response, the consumer may direct their complaint or inquiry to the Federal Communications Commission (FCC).  The Attorney General’s Office, Consumer Protection and Antitrust Bureau handles complaints related to unlawful or unfair and deceptive practices and/or services from NH based businesses as well and the PUC’s Consumer Affairs Department may also be able to assist consumers with this type of complaint if the provider is willing. See below for contact information.

Contact Information:
Attorney General’s Office, Consumer Protection Bureau –
Phone 888-468-4454 or 800-735-2964 (TDD Access-Relay NH)
Fax (603) 271-2110
Address: 33 Capitol Street, Concord, NH 03301
Website: www.doj.nh.gov

• The Consumer Protection and Antitrust Bureau acts to protect consumers from unfair or deceptive business practices in New Hampshire. When businesses misrepresent, do not provide or provide poor quality services or products, the Consumer Protection and Antitrust Bureau may question the practices and seek appropriate measures to remedy the situation on behalf of the State. The Bureau’s mission also includes consumer education and outreach.

Department of Agriculture, Division of Weights and Measures –
Phone (603) 271-3700
Website: http://agriculture.nh.gov/divisions/weights_measures/index.htm

• The Division of Weights and Measures enforces all of the state’s laws affecting the measurement of commodities moving in commerce. The purpose is to ensure consumers receive an accurate quantity and adequate information about commodities so that they can make price and quantity comparisons. It inspects meters used for delivery of fuel oil, liquid propane gas, gasoline pumps, and containers used for measuring any type of liquid or solid commodity.

Federal Communications Commission –
Phone: 1-888-CALL-FCC (1-888-225-5322),
Fax: 1-866-418-0232, TTY: 1-888-TELL-FCC (1-888-835-5322)
Address: 445 12th Street SW, Washington, DC 20554
Website: www.fcc.gov E-mail: fccinfo@fcc.gov

• The Federal Communications Commission handles a wide variety of complaints, including: telemarketing issues such as junk faxes, Do-Not-Call violations, and other issues such as pre-recorded telephone messages, automatic telephone dialing systems, and unsolicited commercial e-mail messages to cell phones, pagers, and other wireless telecommunications devices, deceptive or unlawful advertising and marketing, disability access, emergency and public safety, and others. If you provide enough information to indicate a potential violation of the Communications Act of 1934, or the Federal Communications Commission’s rules, the Federal Communications Commission will use your complaint to pursue enforcement action against the violators. This enforcement action could include forfeitures.

Federal Trade Commission –
Phone: 202-326-2222
Address: 600 Pennsylvania Avenue, N.W., Washington, D.C. 20580
Website: www.ftc.gov

• While the Federal Trade Commission does not resolve individual consumer problems, your complaint helps the agency investigate fraud, and can lead to law enforcement action. The Federal Trade Commission enters Internet, telemarketing, identity theft and other fraud-related complaints into Consumer Sentinel®, a secure, online database available to hundreds of civil and criminal law enforcement agencies worldwide.