The Consumer Affairs Branch (CAB) of the California Public Utilities Commission (CPUC) has played a significant role in helping utility customers resolve complaints and recover funds. In 2024, CAB assisted more than 43,500 customers and secured over $5 million in refunds.
Greg Harris, a Consumer Affairs Representative at CPUC, works directly with customers who have unresolved billing or service issues with their utilities. “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 team addresses problems involving privately owned utilities regulated by the CPUC, including electricity, natural gas, water, and telecommunications companies. They also help consumers enrolled in 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.”
CAB staff members focus on listening carefully to customer concerns before seeking solutions. Donnie Burks, another CAB representative, emphasized this approach: “You can hear without listening and that just creates more frustration,” Burks said. “We listen to really help.”
Many complaints involve high rates, billing errors, outages or service disruptions, and missed appointments. Depending on the situation, CAB may coordinate with other CPUC specialists or work directly with utility companies to address these issues.
Harris described helping an elderly woman manage overdue electricity payments after her husband passed away by working with the company’s credit department to find a solution. Other recent cases included correcting overcharges for customers and securing a $100,000 refund for a small business.
“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.”
CAB also operates programs such as Telecommunications Education and Assistance in Multiple-Languages (TEAM) and Community Help and Awareness of Natural Gas and Electric Services (CHANGES), which assist limited English proficient consumers through community organizations.
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 from CAB provide updates on its activities supporting California utility customers.
