General Information
Q: What does The Public Utilities Regulatory Authority (PURA) of Connecticut regulate?
The utilities regulated by PURA include Eversource, Eversource (Yankee) Gas, United Illuminating, Southern Connecticut Gas, Connecticut Natural Gas, Aquarion, and Connecticut Water. For more information regarding areas that PURA regulates, please visit our Industries We Regulate webpage.
Q: What "utilities” are not regulated by PURA?
For information regarding areas that PURA does not regulate, visit our Unregulated Activities webpage.
Q: Can I interact with PURA?
Yes, you can interact with PURA by following certain rules. These rules are in place to protect fairness, transparency, and the rights of everyone involved, and to make sure decisions are made based on the public record.
- To participate in docketed proceedings or share your opinions, visit our Public Participation webpage.
- To file a complaint against a regulated utility, visit our Customer Affairs webpage.
- For other contact information, visit our Contact Us webpage.
Q: What is a docket and how do I look up active dockets before PURA?
A docket is an official case or file used by PURA to track an issue. It includes all the important documents, letters, and decisions related to that case or file, and it is used to make sure everything is organized and publicly recorded. To search for active dockets, visit our Docket and Document Information webpage.
Q: How do I register for information from PURA?
To register for notifications for a specific docket, follow the prompts on PURA’s Public Notification List webpage. To register for other PURA communications, visit our Quarterly Newsletters webpage, open the most recent newsletter, scroll to the bottom of the most recently released newsletter and click “subscribe.”
Customers Facing Hardship
Q: I am having difficulty paying my utility bill. What do I do?
There are financial assistance programs available for households who meet a specific criterion. Please visit our Payment Assistance Programs webpage or contact your local utility provider for further information.
Q: What is the Low–Income Discount Rate and how do I apply?
The Low-Income Discount Rate (LIDR) for utility bills helps customers who are having financial issues. If you qualify under state rules, you can apply in several ways: directly through your utility company, with help from a local Community Action Agency, through the Department of Social Services, or by sending proof of your income to the utility. Other assistance agencies in Connecticut can also help you apply.
Q: Does PURA approve me for LIDR or financial hardship?
No, PURA does not handle any approval process for LIDR, financial hardship, or medical protection for individuals or households.
Q: I did not get approved for LIDR or I was approved for a lower discount, who do I contact?
Contact your utility provider first. If after you contact your utility provider your issue remains unresolved, PURA may be able to assist you.
Q: I am a financial hardship or medically protected customer; can the utility terminate my services?
Yes, there are scenarios in which the utilities can terminate your services even if you are financial hardship or medically protected. The utility cannot terminate services for non-payment during the winter moratorium (November 1 – April 30) if you are approved as financial hardship or medically protected. Please contact the utility if you are at risk of termination.
Electric & Suppliers
Q: Where can I learn about the parts of my electricity bill?
Here are some official resources about your bill and how to read it:
Q: What is “Public Benefits,” and do I have to pay the Public Benefits Charge?
Yes. All customers who receive a utility bill from Eversource or United Illuminating must pay the Public Benefits Charge as determined by customer usage. You cannot opt out because the charge helps pay for programs that benefit everyone in the state, such as energy efficiency projects, renewable energy programs, and assistance for vulnerable customers. For more information, please visit our Public Benefits FAQs link.
Q: What are Transmission Charges on my electric bill?
Transmission charges pay for moving electricity over high-voltage lines from power plants to your local area. These are like “highways” carrying electricity long distances to reach smaller local lines.
Q: What are Delivery or Distribution Charges on my electric bill and how are they set?
Delivery (or distribution) charges cover the cost of bringing electricity from local power lines to your home. These are like the “streets” that connect electricity from the main lines to your house. For information on how rates are set, visit our Rate Case Information webpage.
Q: What are Supply Charges on my electric bill?
Supply charges pay for the electricity you actually use. This is the cost of the power itself, either from the utility’s Standard Service or from a supplier you choose.
Q: What is Standard Service and how is it set?
Standard Service is the default price for electricity supply (supply charge) if you do not choose another supplier. It is the price you pay per kilowatt-hour (kWh) for the electricity itself. This price is set through auctions, where electricity companies compete to sell power to United Illuminating and Eversource, and the lowest qualified bids are chosen.
Q: When does Standard Service change?
Standard Service changes every January 1 and July 1. The companies must notify PURA 45 days prior, and these rates are made known to the public at the time of filing.
Q: Can I change my electric supplier from the utility’s Standard Service?
Yes, for information regarding changing your electric supplier, please visit PURA’s Choose a Supplier - Information for Consumers webpage. The only official portal to choose a suppler is Energize CT.
Q: What do I need to know before signing up with an electric supplier?
Before you sign up, find out what rate you are paying now so you can compare prices. Ask how long the rate lasts, whether there is a fee to cancel early, and whether the contract renews automatically. Automatic renewals may happen at a higher price.
Q: What happens when my supplier contract ends?
It depends on your contract so contact your supplier. Generally, when your contract ends, you may renew, choose a different supplier, or return to Standard Service. If you do nothing, your contract may renew automatically at a higher price. Check your contract end date and your bill to avoid surprises. It is the customer’s responsibility to know the terms of their contract.
Q: How do I return to standard service with my utility?
Contact your electric utility directly to request a return to standard service.
Q: How long does it take to switch suppliers?
It can take one to three full billing cycles (ranging from 28-33 days each). Check with the utility if the switch takes longer than 65 days.
Gas
Q: What are supply and delivery charges for gas?
Like electricity, gas bills usually include a supply charge (the cost of the gas itself) and a delivery charge (the cost to get the gas to your home).
Q: What should I do if I am changing my main heating source from gas to electric?
You should contact your utility company directly to inform them of the change.
Q: Can I choose my gas supplier like I can for my electric?
No, residential customers cannot choose their natural gas supplier. Your utility provides the gas supply and delivery. Some commercial or industrial customers may have the option to select a supplier for the supply portion of their service.
Q: What is the Public Benefits Charge for gas?
Some gas bills include a small fee to fund programs that support energy efficiency and help low-income customers. You cannot opt out of this charge.
Q: What is “Call Before You Dig” and why is it important?
“Call Before You Dig” helps you avoid hitting underground utility lines when digging. Before any digging project, call 811 or use the online system to have utility companies mark where gas, electric, water, and telecommunications lines are buried. This keeps you and others safe and prevents damage to service.
Water
Q: Why is my water bill increasing?
Your bill may increase because of higher water use, a rate change approved by PURA, estimated readings, or leaks on your property.
Customer Complaints and Information
Q: How do I contact PURA regarding an issue with my utility?
You can use the methods outlined on our Customer Affairs webpage to contact PURA or file a complaint. Customers are required to demonstrate effort to resolve the issue with the utility first.
Q: Who can file a complaint?
Only the customer of record with the utility or an authorized user can file a complaint.
Q: How does the complaint process work?
Once a complaint is submitted with full contact information and any supporting documentation, it is assigned to a representative in PURA’s Office of Education, Outreach, and Enforcement (EOE) to begin an informal investigation. Staff reviews complaints about regulated utilities (electric, gas, water, and telecommunications) to see if laws or regulations were broken. PURA cannot act as your lawyer or give legal advice.
Q: If I file a complaint with PURA, does it automatically become a dispute? Does it prevent my utility service from being terminated?
No. Filing a complaint with PURA does not automatically make it a dispute and does not automatically prevent your service from being terminated. PURA’s Office of Education, Outreach, and Enforcement (EOE) reviews each complaint individually to decide whether it meets the criteria to be handled as a dispute, investigated, or referred for possible remedies.
Q: Can I submit documentation with my complaint to PURA?
Yes, relevant supporting documentation is encouraged. If your complaint includes attachments, please submit the full complaint and all attachments by email as directed in the Customer Affairs webpage. PURA cannot access documents shared via Google Drive, Dropbox, or other external share file links.
Q: Can PURA contact the utility on my behalf? Can you guarantee my issue will be resolved?
We may contact the utility as part of reviewing your complaint. But submitting a complaint does not create a legal relationship or obligation or guarantee any outcome.
Q: Is the complaint information private?
No. All information submitted is subject to Connecticut’s Freedom of Information Act (FOIA) and may be disclosed publicly or used for official purposes.
Q: What is the Freedom of Information Act (FOIA)?
The Freedom of Information Act (FOIA) gives the public the right to request access to records from our agency (called a FOIA Request). Any and all information submitted to PURA is part of the public record under FOIA.
Q: How can I submit a FOIA request to PURA?
Please visit PURA’s Freedom of Information webpage for more information.
Collections and Shutoffs
Q: Who do I contact if I am being billed incorrectly for my utilities?
Contact the utility first to try to resolve the issue. If the problem is not resolved, you may contact PURA to determine if we can assist you.
Q: Why did I receive a shutoff notice from my utility?
There are many reasons you may have received a shutoff from the utility in accordance with Connecticut Agencies Regulation § 16-3-100. Please inquire with your utility first.
Q: What can I do about my shutoff notification?
Contact your utility as soon as possible. Ask why your service is being shut off, check if you qualify for financial assistance, and see if you can set up a payment plan or explore other options to keep your service on.
Q: Can PURA mandate that the company restore my services immediately?
No, PURA cannot require a utility company to immediately restore service if the service was properly terminated in accordance with Connecticut Agencies Regulation § 16-3-100. If you suspect your service was improperly terminated, PURA may be able to review the documented circumstances and assist you.
Solar and Renewables
Q: What are the solar programs available in Connecticut? How do they work?
Information regarding solar programs can be found by visiting our Residential Renewable Energy Solutions (RRES) Program and Non-Residential Renewable Energy Solutions (NRES) Program webpages. These pages explain who can join, how the programs work, compensation, and other helpful information.
Q: How can I find a solar company?
PURA does not approve or keep a list of active solar companies in Connecticut (including sales, installation, and/or financing). You may find more information on your utility's website, or by visiting the Connecticut Green Bank.
Q: Does PURA regulate solar companies?
PURA regulates only solar installers’ participation in the interconnection process through the utilities. PURA has no oversight over solar sales companies, solar financing companies, or solar maintenance and warranty companies.
Q: What do I do if I have a complaint about the solar panels installed at my home or business, or about my electric bills after installing solar?
You should contact your solar company and utility first. If your complaint is not resolved, you may contact the Connecticut Department of Consumer Protection Complaint Center or the Office of the Attorney General to ask if they can assist you.
Q: Does PURA administer the solar programs in Connecticut?
No, PURA is not the program administrator. Eversource and United Illuminating are generally the program administrators.
Q: Does PURA manage any incentives or programs to help with installing solar?
No, PURA does not manage these incentives or programs. Check with your installer or a trusted advisor for information.
Q: Can PURA explain my payments and bills for my installed solar system?
No, PURA does not manage payment arrangements for any kind of solar systems, including owned, leased, or financed systems.
Additional Information
Q: I have questions about my cable company, where do I go?
For questions regarding your cable company, please visit our Cable FAQs webpage.
Q: I am concerned about a utility pole. What oversight does PURA have?
PURA ensures that utility poles are safe in accordance with dockets, statutes, and laws. If there is an immediate safety issue with a pole, customers must contact the pole owner first or call 911.
Q: What types of utility pole issues does PURA not handle?
PURA does not handle issues that are not related to safety. For example, PURA does not handle issues related to how a pole looks, where it is placed, the timing of wire transfers, or other concerns that are not related to compliance with safety standards.
Q: My utility pole complaint is not about safety, who do I contact?
Contact the utility company that owns the pole. You may also contact your town office, who may have a direct contact with the utility company or be involved in activities related to poles within your community.
Q: My electric/gas/water is included in my rent. What can I do if I suspect my landlord has stopped paying the utility bills?
If you suspect your landlord isn’t paying the utility bills, contact the utility company directly. They can help confirm whether payment is up to date and advise you on next steps to protect your service. You may also want to keep a record of your rent payments showing that utilities are included.
Q: I received an electric or water bill from my landlord or management company, not a regulated utility. What does this mean?
This may mean your building uses submetering.
Q: What is submetering?
Submetering is when individual meters are installed for each tenant in a multi-unit building to measure electricity or water usage, instead of relying on the utility’s main meter for the whole building. This ensures tenants are billed for their own actual usage. Submetering is often used when the utility cannot meter each unit directly, such as in buildings with certain construction layouts or certain types of energy systems.
Q: Is submetering legal in Connecticut?
Yes, but only when the landlord or property owner follows state statutes, rules, and guidelines and has prior PURA approval for the location. Submetering approved by PURA only pertains to water and electric utilities regulated by PURA. This is a process that is handled in a formal legal proceeding (docket) and is available to the public in our online databases.