Department of Energy and Environmental Protection Public Utilities Regulatory Authority

Electric and gas utilities have begun notifying residential customers with unpaid and/or past-due balances that if they do not take action and contact their utility to enroll in a payment plan, they are at risk of having their gas services terminated on Thursday, May 2, 2024. If your household has received a notification from your utility company, please contact them directly to set up a payment plan to keep your services on. These plans charge no interest, and all customers qualify at least once for one or more of these plans. After engaging with utility providers, customers may also contact PURA’s customer affairs unit for specific questions regarding payment arrangements. View eligibility, utility contact information

Office of Education, Outreach & Enforcement (EOE)

 

 

The Connecticut Public Utilities Regulatory Authority’s (PURA) Office of Education, Outreach & Enforcement (EOE) commenced operations in July 2020.


Led by Director Thomas Lopez, the key objective of EOE is to provide ratepayers and parties that interact with PURA an improved customer service experience. The "ex parte" rules that apply to PURA's decisional staff do not apply to EOE, meaning ratepayers and other parties may pose questions and concerns to the office.


EOE is comprised of three units, including:

 

Licensing & Certification Unit

 

  • Processes and analyzes routine licensing and certification matters that are filed with PURA.

 
*Matters include electric/water submetering applications; small cell antenna applications; renewable generator certification requests; supplier licensing applications and reviews; and natural gas seller registrations, among others.


Mediation & Enforcement Unit

 

  • Mediates disputes concerning matters related to regulated entities whenever possible or appropriate.

  • Enforces orders, regulations and statutes. 

  • Independently investigates any PURA-regulated or licensed entities.

 

Education & Outreach Unit (includes Customer Affairs)

 

  • Receives Connecticut ratepayer complaints, with a focus on providing timely resolution for complainant and relevant educational materials to assist the complainant.

  • Produces, distributes and presents educational materials through public forums.

 

 

 

EOE Priorities

PURA has found that there is broad support to improve bill design and presentment to Eversource and UI customers. In response, PURA has directed EOE to lead a stakeholder effort to redesign customer’s electric bills. 

PURA is also re-committing staffing resources to enhance educational resources available to the public regarding utility bills, programs and practices, starting with these narrated explanations of electric bill components from Eversource Energy and The United Illuminating Company (UI).

 

For more information, the Office of Consumer Counsel provides a description of electric bill components on its website.

 

 

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

Web: File a Complaint
Email: pura.information@ct.gov
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 deep.accommodations@ct.gov.

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.