N. J. Board of Public Utilities Customer Assistance

The Division of Customer Assistance helps utility customers resolve various types of problems with their utility company. The Division is commited to ensuring the disputes of New Jersey residents are answered in a timely manner and in accordance with all applicable safety laws and regulations.

The most common complaints involve termination and reconnection of service, installation of service, high bills, quality of service, meter tests, reasonable payment arrangements, outages, deposits, and unauthorized switching of utility service from one service provider to another.

The Division of Customer Assistance consists of two primary units: The Bureau of Customer Relations, which includes the Call Center, and the Bureau of Investigations & Enforcement.

All customers are encouraged to first contact their gas, electric, telephone or water company to discuss billing or service issues before contacting the Division. If a resolution cannot be reached with the utility company, you may contact the Division of Customer Assistance for help, toll free, at 1-800-624-0241.

In 2008 the Division of Customer Assistance handled 17,960 verbal and 2,225 written customer complaints. In addition, 126,125 telephone calls and 6,916 e-mails were received from customers requesting assistance and/or general information.

The New Jersey Board of Public Utilities regulates statewide utilities. For complaints regarding municipal utility systems, internet, cellular telephones or DSL service, it is recommended that you contact the respective utility company, municipality or the Federal Communications Commission (FCC) for assistance. You may reach the FCC at 1-888-225-5322.
The Bureau of Customer Relations consists of the Call Center, Email Complaints, & Research & Analysis Unit:
· The Call Center is responsible for processing complaints and inquiries regarding lack of service, service delays, mediation of discontinuance of service, high bill complaints, payment arrangements, deposit requests, and inquiries relating to charging of incorrect rates. If a resolution cannot be reached with your utility company, call for assistance at 1-800-624-0241.

· Email Complaints are received and processed for the customer’s convenience. To reach the Division email us at: http://www.state.nj.us/bpu/assistance

· Research & Analysis Unit processes formal customer complaints, analyzes complaint statistics, identifies trends, participates in new rule making and amendments, and reviews customer service rate case issues and tariff revisions.
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Bureau of Investigations & Enforcement
Investigates all informal written complaints and offers dispute resolution to customers having difficulty with billing disputes, quality of service issues, discontinuance of service, and deposit requests, etc. In addition, this bureau investigates telephone and energy slamming complaints, cramming and Third Party Energy Suppliers.
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Important Phone Numbers
Toll Free Number for Utility Complaints: 1-800-624-0241 (8:30 a.m. to 5:00 p.m.)
Out of State Callers: 1-973-648-2350
BPU Clean Energy Energy: 1-877-786-5278
Cable Complaint Toll Free Number: 1-800-624-0331

Copyright © 2008 State of New Jersey

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