Department of Energy and Environmental Protection Public Utilities Regulatory Authority

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

 
The Education & Outreach Unit is dedicated to empowering Connecticut's utility customers through education, engagement, and effective resolution of concerns.

  • Customer Support & Complaint Resolution: The unit serves as a point of contact for Connecticut ratepayers, addressing complaints and inquiries related to customer experience with the aspects of the electric, gas, water, and telecommunications utilities. It focuses on providing timely resolutions and equipping consumers with relevant educational materials and information to assist them in understanding and navigating utility-related issues. 

  • Educational Initiatives: Committed to enhancing public understanding of utility services and regulations, the unit develops, distributes, and presents educational materials. These initiatives are delivered through various channels, including public forums, workshops, and online resources, ensuring accessible and comprehensive information for all consumers. 

  • Community Engagement: By organizing and participating in public forums and events, the unit fosters direct engagement with communities across Connecticut. These interactions aim to educate consumers about their rights, available programs, and the regulatory landscape governing utility services.

 

 

Customers may contact PURA’s Customer Affairs Resolution Center for additional help.

 

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.