Customer Affairs

Utilities currently offer payment programs to assist with missed payments caused by Covid-19 or based on financial hardship. Follow the link below to the utility for descriptions and to find which payment program is right for you. Contact your utility to enroll. Shutoff protection has ended for customers not designated financial hardship or not currently enrolled in a payment program. Your utility will contact you prior to shut off. 

For a summary of hardship payment assistance programs, view this Guide and this Presentation.

For a summary of flexible payment arrangements offered to any residential customer, view this Guide

Our goal is to provide you with courteous, timely and high quality responses to your questions and complaints. We aim to provide you with the tools necessary to make informed choices in competitive utility markets, while protecting you from fraudulent, abusive and deceptive practices.

Customers may contact PURA’s Customer Affairs Unit via web-filed complaint, sending us an email, or by telephone:

Web: File a Complaint
Toll Free Number: 1-800-382-4586
Outside Connecticut: 1-860-827-2622
TDD Telecommunications for the Deaf: (860) 827-2837 - to be used only if you have a TDD machine.

Any person with a disability who may need a communication aid or service should contact us at 860-418-5910 or at

Hours of Operation: PURA’s Customer Services Call Center can be reached Monday through Friday from 8:30 a.m. to 4:30 p.m. (EST). The Call Center is closed on state holidays.

In order to provide timely customer service and prevent miscommunication, customers are asked to please refrain from submitting duplicate complaints across the various PURA intake channels. Submissions will be reviewed in a timely manner.

Additional Resources