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.
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.
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
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 email@example.com.
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.